Experience

Invitae

• United States
• Biotechnology Research
• 700 & Above Employee

• Global Head of Clinical Genomics

  • Feb 2023 - Present



Exact Sciences

• United States
• Biotechnology Research
• 700 & Above Employee

• Senior Director, Global Applications Support

  • Jan 2019 - Dec 2022

  ~Developed the infrastructure and deployment of Exact Sciences Global Applications Support Team to provide support on LTD assays and IVD systems, including assay kits, software, and instrumentation ~Lead the development of training materials, processes, and systems for worldwide customer training to include the installation and qualification of instruments and software at customer sites. Collaborated with the Commercial, Product Lifecycle Management, R&D, Engineering, Quality, and other functional teams to measure and ensure training effectiveness. ~Developed strategies for efficient, effective training of various customer laboratories for commercialization purposes of LDT and IVD products in new countries and/or regions ~Developed, implemented, and measured departmental processes and workflows to continually improve processes ~Provided expertise to new product development teams, Product Lifecycle Management, R&D, Engineering, and other groups on Design for both Serviceability and Maintainability as well as product improvement recommendation ~Partnered with various cross-functional teams (clinical affairs, marketing, sales, systems development, R & D, Quality) in the development of new products, improvement implementations, software update launches, and training requirements ~Identified and prioritized application development collaborations. Oversaw development of applications including a unique value proposition, data sets, and collateral materials to include; white papers, application notes, or peer-reviewed publications. Partnered with in-house resources to drive application development and develop customer-facing materials. ~Responsible for ensuring a high level of customer satisfaction and owned the overall customer support experience; including developing a customer feedback mechanism to measure, monitor, and report overall service and support KPI’s, complaints and satisfaction.



Genomic Health

• United States
• Biotechnology Research
• 100 - 200 Employee

• Senior Director, Global IVD Applications Support

  • Jan 2019 - Nov 2019

  ~Developed the infrastructure and deployment of Exact Sciences Global Applications Support Team to provide support on LTD assays and IVD systems, including assay kits, software, and instrumentation ~Lead the development of training materials, processes, and systems for worldwide customer training to include the installation and qualification of instruments and software at customer sites. Collaborated with the Commercial, Product Lifecycle Management, R&D, Engineering, Quality, and other functional teams to measure and ensure training effectiveness. ~Developed strategies for efficient, effective training of various customer laboratories for commercialization purposes of LDT and IVD products in new countries and/or regions ~Developed, implemented, and measured departmental processes and workflows to continually improve processes ~Provided expertise to new product development teams, Product Lifecycle Management, R&D, Engineering, and other groups on Design for both Serviceability and Maintainability as well as product improvement recommendation ~Partnered with various cross-functional teams (clinical affairs, marketing, sales, systems development, R & D, Quality) in the development of new products, improvement implementations, software update launches, and training requirements ~Identified and prioritized application development collaborations. Oversaw development of applications including a unique value proposition, data sets, and collateral materials to include; white papers, application notes, or peer-reviewed publications. Partnered with in-house resources to drive application development and develop customer-facing materials. ~Responsible for ensuring a high level of customer satisfaction and owned the overall customer support experience; including developing a customer feedback mechanism to measure, monitor, and report overall service and support KPI’s, complaints and satisfaction.



Miltenyi Biotec

• Germany
• Biotechnology Research
• 700 & Above Employee

• Manager, Technical Support (Head of Technical Support)

  • 2016 - 2019

  ~Developed and deployed an organizational structure in alignment with company strategic objectives to meet revenue targets tailored to high level scientists in the areas of technical support, application development, and training ~Developed specialized trainings as needed for all Commercial New Hires across the MBI Inc. organization, including but not limited to sales, marketing, field applications, and technical support ~Developed and implemented departmental processes and workflows to continually ensure process improvement ~Identified and prioritized application development collaborations. Oversaw development of applications to include; a unique value proposition, data sets, and collateral materials such as white papers, application notes, or peer-reviewed publications. Worked with in-house resources to drive application development as well as customer-facing materials. ~Developed a Technical Support Onboarding Program to include, new standard operating procedures, product champions and training and development ~Lead the development and implementation of KPI’s including Calls Per Year, Time to Resolution, and Customer Satisfaction ~Developed and Implemented a Complaint Handling System in support of the clinical commercial team’s compliance maintenance ~Created 5/24 Global Technical Support for Clinical Complaints ~Staffed and participated in scientific conferences ~Created an Applications Development Team to develop and launch automation across the cell separation and flow cytometry portfolio ~Developed and managed departmental budgets ~Continuously partnered with cross-functional teams to include; clinical, regulatory, marketing, sales, quality, for new product launches, software update launches, and training



Abbott

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Sr. Manager - Global Support

  • 2010 - 2016

  ~Global responsibility for hiring and managing a team of technical support personnel in the US, Europe, Middle East, Africa, India and Asia Pacific (Germany, Belgium, France, Spain, Russia, India, Singapore, Australia). ~Expert ability to manage and implement field service and support compliance for CE IVD and internal system and assays globally, including training, proper ticket documentation, investigations, and audits ~Led development and implementation of KPI’s including Calls Per Year, High Servicable Instruments, Customer Satisfaction and Site Usage ~Study Manager responsible for Beta Study Sites and Support of Clinical Trial Sites ~Acted as the voice of customer and actively with collaborated R&D and commercial organizations to provide customer feedback to as part of continual product improvement initiatives ~Developed and delivered technical training to Engineers, Application Specialists, Sales and external customers to ensure successful installations, satisfaction with product service, operator compliance and laboratory success ~Managed and lead the field support organization worldwide and created team culture to provide immediate response and timely resolution to instrumentation, systems, assay customer complaints and issues ~Continuously partnered with cross-functional teams (clinical affairs, marketing, sales, systems development, R & D, Quality) to ensure a smooth process for product launches, software update launches, and trainings



Sequenom

• United States
• Biotechnology Research
• 100 - 200 Employee

• Manager - Applications and Technology (FAS Scientists)

  • 2005 - 2010

  ~Increased North American Applications and Technology revenue from $25K in 2008 to >$100K in 2009 ~Managed the team responsible for all pre-sales and post-sales activities for the MassARRAY platform with emphasis on SNP Discovery and Genotyping, Quantitative Gene Expression, and Methylation Applications. ~Training and development included; seminars, WebEx trainings, service studies, feasibility studies, applications training, remote and on-site technical support and post sales applications assistance ~Participated and Presented in workshops, road shows and conferences ~Implemented metrics using Salesforce.com to motivate and demonstrate impact of the Application and Technology Scientists ~Designed and Implemented a New Hire Training Program for technical and non-technical employees ~Created and implemented a Feasibility Study Program to assist the sales team in proof of principle studies to aid in MassARRAY sales ~Member of interdepartmental teams for new application and software releases, including gathering marketing requirements, project management and post market surveillance to bring additional user features and functionality to the MassARRAY platform ~Designed and implemented a mechanism to distribute a formal communication protocol for customer feedback to interdepartmental teams, resulting in consolidating customers’ needs into future products ~Completed customer specific Genotyping Feasibility studies resulting in additional system sales in Asia Pacific and North America ~Provided remote and on-site customer support and training for the MassARRAY platform with emphasis on SNP Discovery and Genotyping, Quantitative Gene Expression



Ionis Pharmaceuticals, Inc.

• United States
• Biotechnology Research
• 500 - 600 Employee

• Research Associate III

  • 2000 - 2005



Beckman Coulter Diagnostics

• United States
• Medical Equipment Manufacturing
• 700 & Above Employee

• Research Associate

  • 1998 - 2000