Ron Magee Email and Phone Number

• Developed Complaint Handling Process for medical imaging systems.• Review complaints entered in CRM system against Regulatory reporting requirements.• Ensure completeness and accuracy of information.• Coordinate corrective actions across multi-disciplines.• Report on Complaint activities to upper management.

Established 24/7 Telephone Technical Support for patients and healthcare professionals for providing home dialysis with high customer satisfaction.Staffed and led a team of 25 Technical Support Specialists, Supervisors and Quality Analyst that provided world class direct support for US, Canada, and UK and worldwide distributors.Developed a case issue reporting system utilizing salesforce.com CRM system that drove business needs and met all regulated requirements.Successfully Implemented new call center telephone system with IT, improving performance, reporting, and customer experience.Implemented a measurable quality control system to ensure a consistent high level of support.Improved product performance by creating a multi discipline team to analyze customer case data and recommend improvements that resulted in improved instructions for use, labeling and training for customers.Consistently exceeded established department performance goals and reported to upper management.Increased customer retention rates through initiatives to monitor customer satisfaction and deliver proactive outreach.Teamed with Logistics to develop emergency equipment and supplies

Developed technical support strategy, policy, and procedures for service and support for a percutaneous ventricular assist device.Supported cardiologists and Perfusionists with device first time use with onsite support in the CardiacCatheterization Lab.Hired, trained, and managed Clinical Support staff.Fostered and maintained strong communication support with end users.

• Developed the Technical Support department from Clinical Trial startup through commercialization and leader for implantable LVAD. • Developed reporting and case documentation reporting process.• Promoted to include management of Customer Service and Clinical Support.• Managed Clinical Training program development. • Edited surgical training program structure with lead Investigative surgeon.