The world's leading supplier of drop-on-demand inkjet printheads for industrial printing applications within the ceramic tile, textile, corrugated, 3D, and wide format graphics industries.• Lead the global customer facing technical team and Quality Assurance organization. Team members include product quality and ISO, field technical and application engineering support, customer technical support, analytical and reliability labs, technical training, and technical documentation. This group provides printer consultation, technical and application support, quality assurance, and project management support to the global OEM customer base as they develop and launch a wide variety of state-of-the-art digital industrial printing systems. • Partner with colleagues to launch new products, improve current products, increase product sales, improve operational efficiency, and drive higher levels of customer support and satisfaction.

An award winning systems integration and managed services firm delivering security and audiovisual solutions throughout New England. Managed a team of field-based and in-house engineering, installation, and service professionals.• As a senior team member, assisted in setting the Company strategy, goals, and tactical plans to address business and customer needs. • Led the Service Operations and Engineering teams in the planning, implementation, and post-sale service of complex AV and Security projects throughout New England. Accountable for customer satisfaction and overall team performance. • Utilized Lean tools and methodology to address business process challenges and inefficiencies through organizing and managing multiple continuous improvement initiatives.

$1.6B leader in pet healthcare products. Managed a team of 92 customer-facing Information Management professionals performing onsite software / hardware installation, onboarding, training and support. • Re-engineered the customer service process resulting in 35% faster onboarding, fewer customer handoffs and a 50% reduction in costly Sales Oder Addendums. • Implemented cascading SMART goals and Key Performance Indicators to execute Company strategy. Team achievements included 15% fewer cancellations; 20% less unscheduled Work-In-Process; 50% faster time-to-implement software; employee role clarity; 20% more proactive customer calls.• Transformed the operations team to support the strategic introduction of a cloud-based Practice Information Management System. In 2015, reduced operating costs by $1.5M while exceeding budgeted software revenues by 30% and unit placements by 45%.• Designed a proactive customer visitation program to build loyalty and grow revenue for the customers using legacy products.

$160M manufacturer of industrial label / receipt printers and services. Member of the executive team to help lead the integration, expansion, and financial turn-around of the business.• Expanded and improved global Service capabilities resulting in $4.5M Extended Warranty sales and annual repair savings of $500k.• Deployed a global a network of direct personnel and Certified Service Centers to address the customer support gaps within Europe, Latin America, and Asia Pacific. Established 35 strategic Certified Service Centers to effectively reduce the customer case resolution time by 50% through providing “local” support.• Partnered with Regional Sales and expanded the Service team to 5 direct reports and 35 indirect while standardizing the global practices.• Organized the Quality Assurance team, introduced a “Lean Transformation” culture, and drove the Company to achieve ISO 9001:2008 certification with “exemplary” audit results.• Led the financial turnaround of the Company, going from 4% to 11% Operating Income. My main contributions were through reducing Service costs in Europe, introducing the Lean culture and initiatives, growing global Service revenues, and improving customer satisfaction in all Regions.

$950M manufacturer of industrial laser, thermal transfer, and ink-jet products and services. Member of the senior leadership team that integrated Markem and Imaje, specifically, the global Service organization.Positions held at Markem and Markem-Imaje:1. Director of Global Distribution Support: 2008 - 2009 (based in Keene, NH)2. European Customer & Technical Manager: 2005 - 2008 (based in Weesp, Netherlands)3. N. America Technical & Field Service Manager: 2000 - 2005 (based in Keene, NH) • Successfully integrated the Markem Service business and culture during merger with Imaje. Partnered with French colleague to co-develop the global policies and Service standards. • Led and organized the Product Expert team to support the Regional teams. Created product training material and manuals; trained global teams on Markem products; resolved global technical escalations on Markem products; tested custom printing applications for customers and Sales.

Led a team of >100 Field Service Engineers in the installation, training, and service of industrial cutters and plotters. Created and implemented a central dispatch system to improve standard practices and efficiency while improving revenue generation and customer satisfaction.