Ultimate responsibility of 180 million dollars of equipment in 208 service locations across the United States as well as fiscal replenishment and life cycle processes.Responsible for inventory planning, scheduling and general management and oversee the Production planning, scheduling, and management of all internal and inbound product. Monitor the quality, cost and efficiency of the movement and storage of goods between 208 service locationsCoordinate communication with Accounting, Fixed Assets and Operations management and other impacted departments regarding product issues

Ensured the successful implementation of JDE ERP system including CRM front agent applications. Service management team member responsible for representing Capital and Therapy service management teams across all business units. Responsible for resolving the team’s challenging issues (such as global standardization of CRM coding and service report rationalization). Escalated critical project issues to Executive Management Team; communicated recommendations to the team and implemented. Kept Service Executive Management informed of team progress, issues, etc. Stayed informed regarding service initiatives and direction in order to maximize the team’s abilities to successfully develop and implement service solutions in JDE while minimizing waste and rework. Ensured team direction was consistent with the long and short-term strategic objectives of the Compass and the Service Organizations.

Develops/executes strategies that balance cost and customer satisfaction.Draft and implement department budget.Establishes goals, action plans, and call center metrics.Directs and develops management staff and team leaders.Conduct employee evaluations and reviews; Discipline & Recognize employees. Control interpersonal issues and manage employee staffing requirements.Design and Implement training programs utilizing employees and vendorsMonitor inbound customer based calls to ensure customer satisfaction, and analyze phone statistics to ensure customer compliance.Schedule staffing to maintain cost controls in line with call volume.Draft formal letters for customer s and internal staff.

Provide communication link between management and employeesMonitored call quality through random staff recordings.Organized and implemented department training curriculum and monitor compliance.Responsible for monitoring productivity measures with peers and management Implement training curriculum as needed.Serve as Department Daily Continuous Improvement advocateServe as International lead liaison with regards to customer calls

Provide communication link between Business Unit Product Managers and the Technical Support Call CenterManage Priority One Complaints (death and injury) and provide feedback to Regulatory Department (FDA)Organize and implement department training curriculum and monitor for compliance.Monitor department recordings and ensure accurate customer support.Responsible for international customers, managers and sales force information flow, and contracts.