William Parker Email and Phone Number

As the VP of Customer Success, I focused on leading and growing our global team to deliver world class service to all our customers as we grow from a small start up into an industry leader with our innovative testing platform(s) and disruptive pursuit of better methodology in food safety testing.

Responsible for the overall operational performance for the Leica Biosystems Customer Support Team in the United States, Canada and Latin America. This strategic position also owns shared service functions for Facilities for LMS and LBS. Finally, this position is responsible for the North American LBS Customer Support P&L. The teams reporting to the Director of Customer Support include:• Technical Support Center(s) for North America (multiple sites)• Customer Service Teams (multiple sites)• Americas Field Service Organization (U.S, Canada and Brazil) including the Director of Field Service• Depot In-Shop Repair Center• Service Administration including service parts and related logistics• Demo team (asset management and logistics for demo/loaner pool) • Dispatch Team• Service Agreement team• Buffalo Grove facilities responsibilityII. KEY RESPONSIBILITIES• Establish long- and short-term operating and financial goals, including budgets and forecasts to ensure effective operations and optimum profitability. Drive Danaher Business Systems tool utilization in all departments. • Infuse the organization with talented professionals capable of setting the standard for talent development and innovation. • Develop and maintain strong relationships with Americas LBS Sales and Marketing leaders, BU leaders, SU Operations and Finance and field staff to understand and effectively manage the business operations.• Responsible for revenue generation and the gross profit margins associated with service product offerings as well as product delivery metrics.• Participate in new product introductions and coordinate efforts to remove/replace dated product from the marketplace. Develop service life cycle and parts strategies (i.e. trunk stock) to optimize service performance. • Monitor associate engagement levels and evaluate professional career paths for associates.

Responsible for managing all operations related to activities for all customer points of contact after the point of sale for the $56 M USD service business in North America. Provide direct supervision and management of all Regional Field Service Managers and field service team members in NA. Collaborates with other senior managers and international manufacturing sites to establish strategic plans and objectives. Makes final decisions on administrative and operational matters and ensures operations effective achievement of objectives. Provides direction to senior management in various areas, groups, and/or operations. Recognized as an influential leader and change agent. 1. Acts as liaison on support issues; Analyze information to provide root cause analysis and report to improve overall processes or quality; Monitor installation provisions and adjust resources as needed. 2. Seeks ways to enhance the Customer experience with Leica Biosystems.3. Actively pursue customer feedback to ensure customer satisfaction and consistent high quality support.4. Participate in all new product introductions and coordinate all efforts to remove/replace dated product from the marketplace; Establish a maximum/minimum level for all spare parts; Developed a system for automatic replenishment and efficient logistics handling of service parts.5. Represent the company in a professional manner in order to instill confidence within current and prospective customers. 6. Manage a cohesive working relationship between the Technical Assistance Center (TAC), Dispatch, and the Field Service Engineers to ensure best possible outcomes that are seamless to the customer; Responsible for enhancing and updating Customer Training and support through TAC. 7. Establish a close working relationship with Sales management to create a team atmosphere between Sales/Service and capitalize on sales opportunities.

Manage team of highly trained field service engineers to consistently exceed customer expectations while contributing to the sucess of the business unit. Named Western Region Manager of the Year for 2007 and 2010. Served as Diagnostics Lead for business integration project responsible for process improvement within the Service Execution workstream.

Managed team of field service engineers in the Pacific Northwest and was directly responsible for all aspects of territory management including revenue generation, customer satisfaction, and personnel development. Consistently ranked in the top 5 Districts in all Service Metrics. Acted as Project Manager for large scale Automation installations in Washington and Alaska.

Installed, repaired, and maintained instrumentation in the laboratory environment. Also assisted Regional Manager with tracking workgroup progress to critical metrics to ensure success.