• Manage Daily Workload Assignment and Oversee Completion of Assigned Tasks for the Engineer Team within the SiteMAX Division• All work orders entered into the EWU data base and Maximo system in a timely manner to ensure accurate workload distribution to the SiteMAX Engineers. • Work orders assigned based on review of engineer Skill Set and work load availability – Completed work ordered processed/closed in Maximo with 97% accuracy.• Process SiteMAX Engineer Daily Time/Work Logs within 8 business hours of submission; Update log notes and work orders in Maximo to reflect most current status and updates; Ensure SiteMAX Engineers are aware of Emergency Situations and respond accordingly to ensure minimum down time.• Interfaces with Field Service Management, Quality, Sales, Contracts and Service Data Administration• Supports customers and Field Service Engineers by managing day to day service requests and installations within assigned district• Collaborate with District Manager to achieve/boost overall team performance in all identified Key Performance Indicators• Ensure customer satisfaction in service arena by assigning service calls in a timely manner and contacting customers on updates to arrival times for service• Floor trainer/Mentor new Field Service Coordinators• Works with area coordination team to resolve service response issues outside the normal work group and regional boundaries to achieve corporate customer satisfaction goals at minimum company expense• Manage field service Time Off/Administrative records

• Manage instrument, reagent, and service contract functions for the following product lines: Central Diagnostics, Molecular Diagnostics, Immunology, and Point of Care. These product divisions represent two thirds (2/3rd’s) of Roche Diagnostics’ business• Contract management includes creating, amending, analyzing, researching and consolidating contracts, in the Systems Application and Products (SAP) computer software• Research and resolve all contractual issues ranging from contractual language to pricing errors• Execute corrective actions using interpretation and judgment skills• Manage internal relationships with approximately eleven (11) departments• Manage external relationship with the purchasing customer• Serve as the contract expert for established customers in assigned territory• Responsible for researching and resolving pricing/billing error, which may require credit and debits to the customer. This involves managing the credit and debit process• Responsible for developing and improving the processes involving Contracts, Business Operation Center, Contract Strategy Organization, Sales, Service, Marketing program applications and Finance and Customer compliance

• Conducted provider education for the Tricare Network• Continually strived to improve the relationships between the network and the physician practices.• Ensured provider issues (claims, etc.) were successfully resolved within 30 days of identification. • Assist provider offices in determining best coding practices for claims resolution.• Audited provider information to improve accuracy of provider database and directories.• Negotiated physician contracts in accordance with Humana Military standards.