Manager Service

DAVID F. FARRELL

** ******** *** **** • H: 508-***-****

Mendon, MA 01756 • C: 774-***-**** • *************@*****.***

SUMMARY

Enterprise System Sales Support for software system used in pharmaceutical QC environments, Project

Manager and Training Manager for software and hardware installations. Services Marketing Manager,

Service Support experience and Trainer for service engineers and customers. Developed service

products for laboratory instruments. Supported field service operations with troubleshooting, technical,

and customer relations training.

Areas of Expertise:

Enterprise Sales Support Center

Customer Training

Support Management

Field Service Engineer

Project Management Business Development

Training

EXPERIENCE

ACCELRYS C O R P O R A T I O N, Milford, MA 2007-2013

(FORMALLY VELQUEST)

Market Development Representative (2013)

Participate in a consultative sales process designed to help customers in a risk adverse industry

understand the benefits of moving to a paperless solution that improves efficiency, accuracy and

compliance.

Improved the report & presentation format and content to include a clearer vision of the potential of the

solution

The customer purchased the recommended solution at the end of the Assessment Process 100% of the

time.

Training Manager (2010-2012)

Provide Operator and System Administration training for worldwide customers.

Maintain training schedule and ensure delivery of materials required for on-site training.

Develop and maintain training materials and system, insuring that the material reflects best practices, and

demonstrates system features.

Training programs feedback improved, and remains high.

Project Manager (2007-2010)

Managed installation process and coordinated resources for multi-national, enterprise wide Electronic

Lab Notebook system. Process includes site preparation with customer, defining laboratory workflow,

development of interface to LIMS, Calibration Systems, and CDS Systems.

W A T E R S C O R P O R A T I O N, Milford, MA 1980-2

Sr. Product Marketing Manager, Instrument Services (1999-2007)

Provided marketing and product management that supported growth of Services business from $54 to

$218 Million.

Developed service and maintenance strategies for worldwide service organization by defining Service

Plan programs, pricing and insured business system integration.

Introduced service products to Service Engineers, Sales Reps, and inside sales groups in North America,

Europe, and Asia, using written communication and presentations.

David F. Farrell Page 2

Managed pricing processes to increase profitability and revenue, while keeping critical product prices at a

level that reduces third-party service opportunities. Resulted in 3 to 4% annual revenue increase.

Maintained the product End-of-Life process to increase revenue by $8 – 10 Million, increase customer

satisfaction, and reduce leftover inventory by $3 – 5 Million.

Conducted customer seminars internally, and at customer sites in the US, Europe, and Japan that

promoted service programs, developed multi-year agreements, and collected market data.

Product Marketing Manager, Instrument Services (1994-1999)

Created maintenance strategies that improved field efficiency, increased revenue, and improved product

reliability. Reduced annual repair visits from four to under 1.5.

Developed Upgrade Programs that increased product reliability and usability for customers. Programs

generated $1.5 to $14 million in revenues.

Service Support Supervisor (1991 to 1994)

Managed a group of 8 – 10 Support Engineers who were responsible for providing technical support and

training for Field Service Engineers.

Worked with R&D organization project teams to insure serviceability and diagnostic tools where built

into products at introduction.

Solicited feedback from service and support engineers that resulted in product improvements and

improved reliability and serviceability.

Service Trainer (1988 to 1991)

Provided training for instrument repair and maintenance, and building customer relationships for over

85 Field Service Engineers, and trained experienced Field Service Engineers at new product

introductions.

Developed training curriculum, schedules, and certification tests.

Prepared required manuals, training materials and demonstration instruments for training sessions.

Feedback from students at training sessions consistently at 4 – 5 out of 5. Several engineers later received

top honors for their technical and customer relationship skills.

Service Support Engineer (1980 – 1988)

Held positions of increasing responsibilities in the technical support organization for field service

engineers and customers.

Trained and supported FSE’s in processes for repairing and troubleshooting instrumentation, and in

customer relationship management techniques.

Provided operation and troubleshooting support on customer hot-line.

EDUCATION

Associates Degree, Electro/Mechanical Engineering, Roger Williams University. Bristol, RI

PROFESSIONAL DEVELOPMENT

WPI Corporate and Professional Education

Finance and Accounting for the non-financial professional – November 2006

Service Edge Consulting

New Services Introduction Process – June 2006

Pragmatic Marketing

Practical Product Management – July 2004

Requirements that Work – September 2005

American Management Association

Fundamentals of Marketing – April 1995

Successful Business to Business Product Management – May 1998

Improving Your Project Management Skills – February 1999

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