Customer Service Manager

JACQUES LAUZON

** ********* **** ***: (***) *** - 1582

Guelph, Ontario

N1L 0C9 Email: *******@******.***

PROFILE

Senior Technical Service Manager with extensive industry knowledge and 25+

years of demonstrated success within medical equipment distribution and

hospital settings.

Achieves very high levels of success in identification and implementation

of opportunities for progressive change and superior performance through

strategic planning and implementation, excellent marketing and

communication skills, and strong people-oriented leadership to maximize

productivity.

Fluent in spoken and written French and English.

CAREER SUMMARY

Medtronic of Canada, Canada Jul. 2001 - March 2012

Senior Service Manager (Mississauga, Ontario)

Managed the national technical service division with revenues of $2.5

Million and a budget of $1.6 Million for this global leader in medical

capital equipment manufacturing.

> Developed, implemented, and managed departmental business strategies on

a national level, and participated as a key member of the leadership

team to establish stretch corporate objectives and plans.

> Provided direction and managed all capital servicing field actions

through a staff of 12 Technical Service Representatives, 3 Customer

Service Representatives, and 7 Product Support Specialists.

> Monitored and managed service assets/resources to ensure efficient

utilization within budget while maintaining an organization capable of

supporting the Canadian business and maximizing customer product

satisfaction.

> Spearheaded several revenue growth initiatives to ensure the

achievement of required financial results in sales of service

agreements, billable labour, and service parts while meeting the profit

and expense objectives.

> Recruited, developed, coached and managed the performance of several

teams to achieve customer service objectives.

> Developed, implemented and revised departmental policies and procedures

to maximize controls, efficiency, and productivity.

> As a technical service specialist, partnered with the sales force in

corporate presentations, preparation of tenders, trade shows, and demos

of equipment and medical information systems.

Key Accomplishments

> Managed and inspired the service team to achieve plan and produce a

profit center consecutively year-over-year since 2003.

> Improved all performance metrics year-over-year; bench turnaround time,

service revenue, EBIT contribution, customer service level, and service

expenses.

> As a result of strong performance in 2004, the Service Team was

nominated for "Star of Excellence Award".

> Spearheaded and facilitated technical service team meetings to discover

improvement opportunities, develop project plans, and enhance

communication and training.

> Fostered strong teamwork between the service department and other

business units, i.e. customer service and sales.

> Participated as a key member of the team for several corporate

committees, including: Quality, Health & Safety, and Extended

Operational Team of senior managers and directors.

> As national Team Leader of Customer Service, developed and guided

several teams to enhance overall customer service.

SpaceLabs Medical S.A.R.L., France Jul. 1999 - Jun. 2001

European Service Director (Europarc, Cr teil Cedex)

Managed the European technical service division with revenues of $5.1

Million and a budget of $4 Million for this worldwide distributor of some

of the world's most respected medical devices and services.

> Provided direction and managed the performance of 4 Regional Service

Managers with a team of 46 service personnel and 40 distributors across

Europe.

> Recruited and developed European service management personnel capable

of achieving service objectives.

> Monitored and managed service assets/resources to ensure efficient

utilization within budget while maintaining an organization capable of

supporting the European business and maximizing customer product

satisfaction.

> Assisted country managers in development and planning for capital

servicing support infrastructure, i.e. field service, depot repair, and

technical call centers.

> Assisted sales force in corporate presentations, demos of clinical

information systems, and trade shows.

> As European Quality Representative, ensured compliance to procedures

and policies for all employees through management review meetings and

audits for ISO requirements.

> As the Authorized EC Representative for SpaceLabs Medical, Inc.,

addressed and followed up on any injury reports or complaints alleged

to involve SpaceLabs Medical products.

Key Accomplishments

> Achieved all European contract, billable, parts revenue, profit,

installations and expense objectives.

> Assisted VP of European Operations and senior management with special

projects, i.e. new product acquisition in new markets, implementation

of quality program, etc.

SpaceLabs Medical Products Ltd., Canada Aug. 1990 - Jun. 1999

Service Manager - Canada (Mississauga, Ontario), Aug. 1991 - Jun. 1999

Service Manager - Eastern Canada (St. Laurent, Quebec), Feb. 1990 - Aug.

1991

> Provided direction to 9 field service technicians across Canada

servicing 450 hospitals.

> Mentored, coached, trained and developed both technical and support

staff.

> Sold hardware and software service agreements, managed inventories,

oversaw the installation of medical monitoring equipment and

information systems.

Key Accomplishments

> Participated in the development of this new subsidiary by hiring

technical staff, acquiring test equipment, and setting up bench

facilities, technical forms and reports for the computer system.

> Established and managed departmental budget and successfully surpassed

all annual revenue goals while maintaining expenses below budget.

> Involved in the set up of service departments in Europe beginning in

1996.

PPG Biomedical Systems, Canada Aug. 1985 - Jan. 1990

Senior Technical Representative, Biomedical Electronics (St. Laurent,

Quebec)

> Serviced 20 medical equipment contracts in Eastern Canada, provided

training for new technicians and hospital personnel, and participated

in the installation of monitoring and clinical information systems.

> Received "Achiever Award for Technical Excellence" in 1988 and

"Centurion Award" in 1987.

Gatineau Hospital, Canada Feb. 1983 - Aug. 1985

Technologist in Biomedical Electronics (Gatineau, Quebec)

> Prepared tenders for and recommended purchase of medical equipment.

> Participated in the conception and start-up of the Biomedical

Engineering department.

> Performed medical equipment and clinical systems preventive

maintenance and repairs.

> Trained nurses in operation of medical equipment.

CEGEP de l'Outaouais, Canada Oct. 1984 - May 1985

Night School Teacher (Hull, Quebec)

> Prepared plans and course content, and taught courses in Safety and

Standards and Biomedical Instrumentation.

VOLUTEER INITIATIVES

> Active Member of the Program Advisory Committee, Biomedical

Engineering Technology Program, Centennial College, 2008 - March 2012

PROFESSIONAL DEVELOPMENT

> BAMM (Becoming A Medtronic Manager), Medtronic of Canada, 2009

> Situational Leadership, Medtronic of Canada, 2006

> Change Management Process, Medtronic E-Learning Course, 2009

> Medtronic Manager, Medtronic, 2002

> Administration I, C gep Francois-Xavier Garneau, Sillery, Quebec,

Canada, 1988

EDUCATION

> Electronics Engineering Technology Biomedical Program, Fanshawe

College of Applied Arts & Technology, London, Ontario, Canada,

Graduated 1982

> Electronics Engineering Technology Program, Fanshawe College of

Applied Arts & Technology, London, Ontario, Canada, Graduated 1981

INTERESTS

> Golf, computers, and hockey.

Contact this candidate