Mike Lemarier
VP, Global Customer Care at OPTOVUE LTD- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
John Norton
I had the pleasure of working with Mike Lemarier at Syneron Candela for the past ten years. As Vice President of Global Service Operations, Mike and his team were our principle internal customer. He had a wealth of experience about our customers and products, and was an invaluable partner in helping us understand the market trends that impacted our demand forecast plans. Mike was a tireless advocate for our customers who brought compassion and pragmatism to every conversation. A consummate professional Mike will enhance the performance and character of any team he leads.
Eran Reshef
When I joined Syneron-Candela in my 1st Director position, Mike was a great mentor & leader during a challenging transition process in the organization. Mike was always there to provide the fine-tuning to any process we created to bring it to perfection. Mike was the 1st one who succeeds in making me counting till 5 before replying which for me was a great asset! Aside from his great technical and managerial skills, Mike was a real friend which you can talk and consult in a very open way - I had very few bosses I felt open enough to discuss my next challenge while still working for them. I can only wish to keep have managers the same as Mike - I feel very lucky for crossing in his station!
John Norton
I had the pleasure of working with Mike Lemarier at Syneron Candela for the past ten years. As Vice President of Global Service Operations, Mike and his team were our principle internal customer. He had a wealth of experience about our customers and products, and was an invaluable partner in helping us understand the market trends that impacted our demand forecast plans. Mike was a tireless advocate for our customers who brought compassion and pragmatism to every conversation. A consummate professional Mike will enhance the performance and character of any team he leads.
Eran Reshef
When I joined Syneron-Candela in my 1st Director position, Mike was a great mentor & leader during a challenging transition process in the organization. Mike was always there to provide the fine-tuning to any process we created to bring it to perfection. Mike was the 1st one who succeeds in making me counting till 5 before replying which for me was a great asset! Aside from his great technical and managerial skills, Mike was a real friend which you can talk and consult in a very open way - I had very few bosses I felt open enough to discuss my next challenge while still working for them. I can only wish to keep have managers the same as Mike - I feel very lucky for crossing in his station!
John Norton
I had the pleasure of working with Mike Lemarier at Syneron Candela for the past ten years. As Vice President of Global Service Operations, Mike and his team were our principle internal customer. He had a wealth of experience about our customers and products, and was an invaluable partner in helping us understand the market trends that impacted our demand forecast plans. Mike was a tireless advocate for our customers who brought compassion and pragmatism to every conversation. A consummate professional Mike will enhance the performance and character of any team he leads.
Eran Reshef
When I joined Syneron-Candela in my 1st Director position, Mike was a great mentor & leader during a challenging transition process in the organization. Mike was always there to provide the fine-tuning to any process we created to bring it to perfection. Mike was the 1st one who succeeds in making me counting till 5 before replying which for me was a great asset! Aside from his great technical and managerial skills, Mike was a real friend which you can talk and consult in a very open way - I had very few bosses I felt open enough to discuss my next challenge while still working for them. I can only wish to keep have managers the same as Mike - I feel very lucky for crossing in his station!
John Norton
I had the pleasure of working with Mike Lemarier at Syneron Candela for the past ten years. As Vice President of Global Service Operations, Mike and his team were our principle internal customer. He had a wealth of experience about our customers and products, and was an invaluable partner in helping us understand the market trends that impacted our demand forecast plans. Mike was a tireless advocate for our customers who brought compassion and pragmatism to every conversation. A consummate professional Mike will enhance the performance and character of any team he leads.
Eran Reshef
When I joined Syneron-Candela in my 1st Director position, Mike was a great mentor & leader during a challenging transition process in the organization. Mike was always there to provide the fine-tuning to any process we created to bring it to perfection. Mike was the 1st one who succeeds in making me counting till 5 before replying which for me was a great asset! Aside from his great technical and managerial skills, Mike was a real friend which you can talk and consult in a very open way - I had very few bosses I felt open enough to discuss my next challenge while still working for them. I can only wish to keep have managers the same as Mike - I feel very lucky for crossing in his station!
Experience
-
OPTOVUE LTD
-
United Kingdom
-
1 - 100 Employee
-
VP, Global Customer Care
-
May 2021 - Present
Head the global customer service and support functions for the company. Refine the service offering, including service contracts, spares, and billable rates. Refine and improve service KPI actuals in order to execute change for improved customer satisfaction. Member - Integration Team (within Optovue) following its acquisition by Luneau Technology. Played a leadership role in integrating Optovue’s service operations into Luneau’s. Cross functional involvement to refine the stage gate process to help achieve greater product reliability. Show less
-
-
-
The Baker Company
-
United States
-
Biotechnology Research
-
1 - 100 Employee
-
Director Customer Care
-
Sep 2019 - Apr 2021
Headed the global customer service and support functions for the company. Participated in the reimplementation of Salesforce. Led the effort to improve the current ERP (Epicor) with the goal to streamline service process and develop service KPI’s. Led Order Admin in the implementation of the Salesforce CPQ package, to achieve greater efficiencies within the configure – pricing – quoting process for the company. Led the effort to revamp spare parts / accessories pricing. Realigned the RMA tracking system for increased efficiency and reduced costs. Led the Service and Order Admin efforts to deliver on the company’s upcoming ISO certification. Show less
-
-
-
Candela Medical
-
United States
-
Medical Device
-
400 - 500 Employee
-
Vice President, Global Service Operations
-
2013 - Nov 2018
Candela Medical (formerly Syneron-Candela) is a manufacturer of medical-esthetic devices, with 30,000 devices installed hospitals and clinics in 100 countries. Acquired by PE firm Apax Partners in 2017. ==================== In this global role, I managed an organization with 100+ staff operating worldwide to generate $70M in annual revenue. During this period, I took over global service for both the Candela and Syneron product portfolios, with responsibility for P&L and customer satisfaction outcomes. Key contributions include growing revenue by $5M annually, leading a continuous improvement culture, and heading an operational transformation that consolidated two service organizations into a single global model. I introduced customer surveys that revealed 98% satisfaction rates for help desk, dispatch, and service performance. I also led a global implementation of ServiceMax CRM and enhanced our BI tools to sharpen insights into our activities. Coaching my team into top performers was a regular part of my work. My efforts won special recognition and an award from the CEO. Show less
-
-
-
Syneron Candela
-
United States
-
Medical Equipment Manufacturing
-
200 - 300 Employee
-
Vice President, Service & Logistics
-
2013 - 2017
Promoted to VP, I added new global responsibilities to my technical service function, including clinical education, customer service, and order administration. I transitioned my role and the function to Syneron-Candela post-acquisition. A major initiative focused on overhauling the clinical education program, staffed by RNs to teach end users to maximize use of our equipment. Because our devices are FDA-regulated, I ensured the program minimized operational risk through standardized messaging, documentation, and participant tracking. During this time, I also led the organization to increase revenue by 100% through pricing optimization as well as new offerings such as distributor parts contracts. Show less
-
-
-
Candela Corporation
-
United States
-
Wholesale
-
1 - 100 Employee
-
Director, Global Service Operations
-
1999 - 2007
In my first global role, I oversaw service and support for a portfolio of 11 devices. The service department was a cost center that recovered only $2M in annual revenue. Recognizing its powerful potential, I set about transforming the organization into a profit center through a deep understanding of customer needs and buying triggers.I created a service program with multiple offerings that encouraged purchasing, including multi-year and multi-product contracts. Our revenues skyrocketed, both in the US and at overseas subsidiaries. Show less
-
-
USA National Service Manager
-
1995 - 1999
I led a team of 18 field service engineers and 2 dispatchers staffing the US help desk. I introduced the organization’s first-ever performance metrics that enabled us to spot opportunity gaps. Other changes included job levels and pay scales that brought fairness and standardization to the field service engineer role.
-
-
Technical Support Manager / Technical Support Engineer
-
1991 - 1995
Hired into the company as an engineer, I advanced to manage a US team and launch improvement initiatives that reduced costs and accelerated productivity.
-
-
Education
-
University of Massachusetts Lowell
Bachelor's degree, Electrical Engineering, Electrical and Electronics Engineering
Community
