In this global leadership role I am responsible for global service strategy and delivery of the Robotic, Technology and Data, Surgical, and Sports Medicine portfolio of products. Lead the transform and deliver of customer experience through product and clinical support and service supply chain optimization delivered by a global team Field Service Engineers, Depot Service Technicians, and Technical Service Engineers and Customer Support Representatives and Project Managers.Key achievements• Developed a comprehensive three-horizon strategy for Global Service, outlining a five-year roadmap encompassing investment strategies, customer experience enhancements, technology advancements, quality and regulatory compliance, R&D initiatives, profitability metrics, and operational footprint expansions.• Directed a series of strategic initiatives focused on defining and expanding the opportunity for service as a business by developing service platforms for customers, identifying new service products, streamlined service contracting, and improving overall customer experience.• Managed a $20M+ service P&L while growing service revenue to 6x v. baseline + 112% annually• Architected a multi-phased strategy for delivery of Salesforce.com and ServiceMax Asset 360• Designed ERP integration between SFDC/ServiceMax and SAP.• Winner of 2023 ServiceMax Innovation Award for development and utilization of ServiceMax Asset 360.

In this progressive role I was responsible for developing and executing the global service strategy through establishing operating mechanisms, process’s, procedures and service support structures globally. Area’s of responsibility included customer service/support, Project Management Office, digital transformation and delivery

Responsible for global service operations, global service engineering and NPI service transfer process, service quality and compliance and global service systems. Managed the implementation of the Global Service Business’s long term quality and compliance strategy as the Q&R business partner and field operations strategist. Ensured the enforcement of standardized quality systems, ensuring deployment of strategic projects & E2E Solutions to schedule

Responsible for a team of Quality Engineers and Quality Specialist in performing complaint investigations, adverse event reporting, data analytics, risk management, and field safety corrective actions across 13 product families including capital, implantable, and single use devices. Evaluated for continuous improvement of processes related to manufacturing, packaging, distribution, servicing/repair, and risk management in the post market life cycle. Identifies, allocates, and monitors resources for effective Quality Management System execution and performance against department operating budgets. Key Achievements• Achieved and sustaining the Surgical Division’s first perfect KPI score for Product Surveillance Engineering in over 3 + years. • Implemented operational enhancement that reduced processing time by 33% and a projected cost of quality reduction of $173,000.

Led a global team of Quality Analyst and Complaint Investigators in performing service order event processing and complaint investigations for regulatory reporting. Collaborated with global market groups to identify critical to quality issues, develop, and implement solutions to drive product quality and customer satisfaction.Key Achievements• Identified and authored procedural reviews and updates to align risk-based categorization of service order events; and facilitated reporting and training activities for the entire global team.• Engaged global service team leaders in a workshop that led to better access to design engineering for reduction in customer downtime escalations.• Enhanced front end service event documentation that reduced lead time for complaint investigations and enhanced accuracy of regulatory reporting determinations

Complaint Handling Unit Operations Lead Jul 2016- Jan 2017Quality Assurance Engineer III CT/AMI Complaint Handling Oct 2015- Jul 2016Utilized problem solving and root cause investigation techniques to thoroughly investigate, resolve, and prevent product and process defects. Served as clinical and technical expert for product investigations and risk assignment for complaint investigation process and regulatory reporting of high acuity issues.

PRN-October 2015 to April 2017Functioned as a staff Nuclear Medicine Technologist performing diagnostic imaging procedures and radioactive therapies in multiple clinical settings. Led the coordination of patient exams, supply chain orders, and moving logistic for the mobile PET/CT unit serving 7 hospitals and clinics across North East Ohio.Key Achievements• Performed multiple investigational radiopharmaceutical and imaging device clinical trials for FDA clearance. • Collaborated with Philips Medical Systems in research and development activities for new product introductions.