Customer Service Sales

David Giacopelli

*** ********* ***. ****: (***)

***-****

Bethpage, NY 11714 Cell:

516-***-****

USA Email:

***********@*******.***

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Professional Summary

I am an experienced leader with skills in managing Field Service / Field

Engineering teams, Project Management, leading cross-functional teams, and

managing Global Technical Support. I have excellent communication skills

with expertise in presenting to senior management, representing senior

management in discussions with others in the company and managing customer

relationships. I have the ability to multi-task in a fast-paced

environment and manage competing priorities while achieving organizational

and customer objectives.

Experience

Calloway Laboratories Inc., Woburn, MA 10/10 - Present

Field Service Manager - NYC & Long Island, NY

. Responsible for the account implementation process and ongoing account

management.

. Shares accountability with the sales representative for territory

growth and revenue objective achievement.

. Schedules and performs staff training at physician's office.

. Manage Field Service Representatives at physician practices and

oversees their performance, professionalism and representation of the

company.

. Conduct ongoing training of direct reports

. Maintain and increase sales volumes in established account.

. Work with the Billing Department to resolve all missing patient/PCC

information.

. Physically visits all assigned accounts on a regular rotation to

ensure customer satisfaction.

. Will be aligned and work with Sales and Customer Service to partner

with the client to ensure all client specifications are met and open

dialogue/communication is established with Sales, Customer Service and

the client.

. Maintain a daily/weekly communications with Sales and C/S to convey

any issues, concerns or feedback the client may have.

Varian Medical Systems, Palo Alto, CA 8/08 - 6/10

District Service Manager - NYC & Long Island, NY

. Responsible for managing Field Service Engineers that support 50

Hospitals and private Radiation Oncology facilities in the NYC and

Long Island area.

. Direct the coordination of technical and administrative support

activities including responding to critical situations, repair,

preventative maintenance and engineering change upgrades

. Establish service budgets and monitor financial performance, to ensure

service revenue objectives are achieved within agreed budgets and with

maximum cost effectiveness

. Liaise with other departments (local Sales, Installation,

Applications, Order Processing, Product Support, Manufacturing, etc.)

. Develop and negotiate/sell service contracts to customers

. Document and manage customer complaints, corrective actions, and non-

conformance's related to FDA filings

. Manage the regular reporting of all service information (records of

service visits, technical problems, actions taken and parts employed),

to ensure accurate updated customer maintenance information is

available to other departments

. Direct the analysis of customer data and the ordering of stock and

spare parts, to ensure all materials are available for scheduled and

emergency service

. Review and approve employee expense reports

. Interview and hire new employees

Cardinal Health Inc., San Diego, CA 10/07 - 8/08

Field Service/Customer Support Manager

. Responsible for managing Field Service Technicians that service 470

Hospitals and medical facilities in the NY Metropolitan area (Long

Island, NYC, NJ, CT) for the Pyxis product line

. Fiscally responsible for all business expenses including: 3rd party

vendor cost, OT Cost, Parts cost, Travel and Entertainment expense,

Service technician overtime, and Fleet cost

. Monitor, compile and analyze key performance metrics

. Present service contracts to customers

. Set schedules for preventive maintenance and on-call schedules

Telular Corporation, Hauppauge, NY 2/97 - 10/07 (Division Relocated to

Georgia)

Director - Product Support

. Responsible for Managing International Field engineering staff,

Product Validation Testers, Product Support Engineers, and Technical

Support team

. Develop project plans, budgets and schedules to meet product release

target dates

. Managed projects such as Fixed Wireless (Cellular) Terminals and

Telguard Wireless Alarm backup systems from design phase through

production and customer support

. Utilized MS Project (local client and Enterprise) for project

planning, resource assignments, progress tracking, etc.

. Perform statistical analysis of test and field data

. One of the lead managers in obtaining and sustaining ISO 9001

certification

. Review product Test Procedures to ensure that they adhere to the

Product Specification and Marketing Requirement documents

. Engineering representative on the Product Management team which

oversees all product development programs

. Manage customer product installations from design phase through after

sales support

. Manage product functional testing and analyze test data

. Review and track to closure all product bugs submitted by the test

group

. Locate, interview, and negotiate with 3rd party testing partners

(contractors) worldwide

. Manage outsourced contractor on a daily basis, develop their testing

schedules, ensure testing quality, and monitor testing progress

. Develop product training material for in-house personnel and FTS's

. Research customer required government and regulatory approvals

. Interview, hire and manage Contract Manufacturers

Olympus America Inc., Melville, NY 7/87 - 2/97

Product / Field Engineer - Clinical Instrument Division

. Support Beta tests of new instrumentation, software, and test methods

. Responsible for installing and servicing clinical chemistry analyzers

throughout the Northeast and other parts of the United States and

Canada

. Compose Quality Assurance (QA) testing procedures and technical update

bulletins for all instrumentation

. Senior engineer for all blood banking and pre-transfusion

instrumentation

. Extensive troubleshooting experience on electronic, mechanical,

optical, chemical, hydraulic, and biological assemblies.

. Perform Software upgrades and hardware retrofits to all

instrumentation

. Extensive travel throughout North America assisting field engineers on

difficult problems

. Develop technical troubleshooting manuals for customers and field

engineers

. Evaluate software upgrades, as per FDA regulations, before releasing

them to the field

. Act as liaison between Olympus America Inc., and Olympus Tokyo Inc.

. Track and develop inventory parts based on component failures in the

field

Awards

1994 Olympus Engineer of the Year

Education

Completed 3+ years of Bio-Medical / Electrical Engineering Curriculum

Steven's Institute of Technology, Hoboken, New Jersey / New York Institute

of Technology, Old Westbury, New York

Skills

Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Live Meeting,

Project, etc.)

Customer Relationship Management (CRM) Software

SAP

Contact this candidate