Experience

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  Ethicon, Inc.

  • United States

  • Head of Service Operations-Robotics

    • Aug 2021 - Present
    • United States

    • Oversee the operations related to the Monarch Platform• Develop support plans for future technologies within the RAD innovation portfolio.• Responsible for building and developing teams, meeting key business objectives, working collaboratively with RAD counterparts.• Responsible for developing and improving the capabilities of the service operations organization by deploying and leveraging continuous improvement methodologies.• Responsible for the strategy and execution of critical service functions: The Service Repair organization, Product Support Engineering, and Technical Training.• Maintain an environment that is oriented towards exceeding customer expectations with particular emphasis on quality and service.• Influences and approves the development of budgets and product/service cost goals for the Service Operations organization.• Define operational strategy including a review and plan for architecture and footprint.• Identify and communicate key indicators of performance, results achieved and plans for improvement.• Act as primary design for service advocate by working with engineering to establish a serviceability design process.• Work concurrently with Engineering to design products that are easy to use and support/service that achieve defined performance standards and meets cost of service targets.

• 

  BD

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

  • Director, WW Customer Experience, Global Services

    • Nov 2017 - Jul 2021

    Responsible for Identifying, and driving global service programs to improve customer experience and reduce cost. Reductions in the variance in serviceability and service delivery through the implementation of Lean and Six sigma methodologies and development of rigorous control plans. Leads large cross-functional team projects to drive standardization, stability and simplification of global services processes. Ensures the Global services organization is complaint to quality systems regulations and requirements. Supports the successful execution and implementation of global green and black belt projects. Establishes a culture of innovation and execution.

  • Director, US Service Operations, Cell Analysis

    • Sep 2016 - Nov 2017

    Responsible for setting the strategic direction for the US Field Services and Product support organization. This includes responsibilities for new product service readiness, ongoing product life cycle support, field service operations, product technical support, depot repair and logistics. Develops, modifies and executes company strategies and policies that may affect US and/or ex-US Service Organizations. Requires the ability to change the thinking of, or gain acceptance from others in sensitive situations, while maintaining effective business relationships.Responsible for the activities of US region field service operations with full responsibility for results in terms of costs, methods, profit and loss, financial success, and execution of organization wide initiatives. Establishes and delegates operational objectives and assignments. Develops short and long-range field service strategies. Establishes policies, which affect subordinate organizations and recommends changes to organizational polices.Works on complex problems where analysis of situations or data requires an in-depth evaluation of various factors. Implements strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results. Establishes and maintains department's budgets, schedules, and performance requirements.

  • Director, Product Support and Repair Services

    • Apr 2014 - Sep 2016

    Responsible for setting strategic direction for Product Support and Repair Services. Typically this includes responsibilities for new product service readiness, ongoing product life cycle support, as well as product repair and logistics services. Develops, modifies and executes company strategies and policies that affect US and ex-US Service Organizations. Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations, while maintaining effective business relationships.Works on complex problems where analysis of situations or data requires an in-depth evaluation of various factors. Implements strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results. Establishes and maintains department's budgets, schedules, and performance requirements.

• 

  Thermo Fisher Scientific

  • San Francisco Bay Area

  • Product Manager, Remote Services and Software

    • Jun 2011 - Apr 2014
    • San Francisco Bay Area

    Responsible for the development and deployment of the Thermo Fisher Scientific remote services solution. A system that enables the Global service teams to diagnose and resolve instrument issues remotely. Drives the strategic direction implementation, and execution of the remote services and diagnostics solution. Responsible for management of the program, regular collaboration with R&D, Field services, technical support, and global sales and marketing, teams.

• 

  Life Technologies

  • Morocco
  • Biotechnology Research
  • 700 & Above Employee

  • Sr. Manager, Service Product Management

    • Jan 2004 - Jun 2011

    Senior Manager of the Life Technologies Device Remote Management program Smart Monitoring. Responsible for managing the development of the remote monitoring agents and the system. Collaborated regularly Field services, technical support, global marketing, administration, and global sales teams to establish the remote service program in North America, Europe Japan, and Asia Pacific regions.

  • Sr. Service Product Manager

    • Jan 1998 - Dec 2003

    Achieved annual cost savings revenue targets, and often exceeded aggressive service objectives. Developed, implemented and managed service & support plans for multiple products: Responsible for the acquisition of capital equipment, creation of support plans, staffing, and financial requirements. Responsible for development and implementation of new service product opportunities that grow Global Services revenue worldwide. Work with Global Service Development, Global Service Product Support, Regional Field Service and Product Management to improve time to market and effectiveness of new service products. Develop Service Product Plans and serve as Program Lead for new service products, 3rd party instruments in the customer's workflow, and Smart Services. Work with OEMs and other 3rd party service providers to enable new service offerings.

  • Manager, NA Service Repair Center

    • Jan 1992 - Dec 1997

    • Managed a diverse group of managers and individual contributors. Responsible for personnel management, staffing, salary planning, performance management, and training. Developed business models based on previous years activity and revenue to ensure appropriate staffing, space and equipment levels were in place. (1997 & 2006)Short and long-term strategic business management and planning, included the development, and management of annual expenses, forecasting, budget creation, and the achievement of revenue targetsManaged annual; operating plan and consistently remained within +/- 10% of plan. Met annual revenue, operational and expense targets during this period.