Vice President Of Product Support
CurrentChose to move to Service because I could see that this organization would play a growing role in the company's future and believed that I could help it get there.Dramatically raised the quality of of the product support staff by hiring higher technical skill-sets (from Development Engineering (DE) and bringing in new Ph.D.'s) and developing individuals that are viewed as peers by DE. As a result, the service team is tightly involved with DE throughout the design process and serviceability is built in from the beginning.Identified gaps in diagnostics and setting of field specs. Hired proper skill sets and worked with engineering to: 1) build in ability to collect the required data in real-time; and 2) develop tools to efficiently analyze this data to make it actionable.Made major improvements to the company-wide Cost-of-Service (COS) program, reducing COS by 30% on the products I manage. Now driving inclusion of the Field groups into the process.Fostered outstanding team-work with the product divisions throughout the product life-cycle. This has resulted in the release of products with excellent performance in the Field including high maturity at release, much lower COS, higher reliability, strong diagnostics, and better tool stability and matching.