Experience

Neocis

• United States
• Medical Equipment Manufacturing
• 100 - 200 Employee

• Customer Care Manager

  • Dec 2019 - Present

  Miami/Fort Lauderdale Area



Stryker

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

• Service Agreement Specialist

  • Mar 2011 - Aug 2018

  Davie, FL Supported MAKO Surgical Corporation’s Robotics Division prior to its 2013 acquisition by Stryker. Ensured timely service/repair of medical equipment and manage service contracts. Met contract SLAs via prioritizing and assigning work orders to field service engineers per skill level. Managed medical device history records and service agreements. Quoted and negotiated renewals. Followed up with clients to secure payment. Worked with Quality, Clinical Support, Field Service and… Show more Supported MAKO Surgical Corporation’s Robotics Division prior to its 2013 acquisition by Stryker. Ensured timely service/repair of medical equipment and manage service contracts. Met contract SLAs via prioritizing and assigning work orders to field service engineers per skill level. Managed medical device history records and service agreements. Quoted and negotiated renewals. Followed up with clients to secure payment. Worked with Quality, Clinical Support, Field Service and Customer Service teams. Traveled domestically to coordinate major projects. Reviewed performance with directors and strategized on action plans. Created and presented reports and ad-hoc analysis. ► Led Service Management System Migration: Defined requirements and mapped database fields. ► Created training plan to drive company-wide upgrade from GoServicePro to ServiceMax ► SAP ERP Integration: Supported planning for agreements, quoting, sales orders and reporting ► Exceeded Service Goal: Maintained above-average capture rate of 85% vs. 80% goal ► Cost-Benefit Analysis: Assessed ROI/profitability per client and equipment segments ► Facilitated training to field service engineers to maintain device history within new software Show less



Flagler Construction

• Service Manager

  • Jan 2007 - Dec 2009

  Davie, FL Promoted to ensure timely completion of service and repairs to heavy construction equipment at Volvo Authorized Dealer. Managed Department billing, invoicing, warranty claims processing, department budgeting and cost controls. Led, trained and evaluated team of 20 including Dispatcher and service technicians. Worked with Parts Team and Volvo’s Warranty Team. ► Resolved customers’ escalated concerns regarding billing/invoicing ► Prioritized, assigned and documented incoming work… Show more Promoted to ensure timely completion of service and repairs to heavy construction equipment at Volvo Authorized Dealer. Managed Department billing, invoicing, warranty claims processing, department budgeting and cost controls. Led, trained and evaluated team of 20 including Dispatcher and service technicians. Worked with Parts Team and Volvo’s Warranty Team. ► Resolved customers’ escalated concerns regarding billing/invoicing ► Prioritized, assigned and documented incoming work orders/tickets ► Evaluated technicians’ skills and identified areas of needed development ► Alerted Volvo to recurring equipment issues to identify potential recalls ► Calculated hours required for technicians to perform task for skill setting

• Warranty Administrator

  • Jan 2004 - Dec 2006

  Davie, FL Obtained and verified warranty and coverage details for heavy equipment per master service agreements. Created and prioritized work orders/tickets. Dispatched technicians per skill level. Processed warranties claims using Volvo’s online system. Reported to Service Manager on productivity and staff needed staff development.