Manager Customer Service

JAMES M. ROBERTS

925-***-**** ***********@*******.*** Pleasanton, CA

Objective

A high impact position that serves the customer and the business

allowing for the use of my acquired skills.

Profile

Experienced Manager with fifteen plus years of achievement managing

operations for some of the largest and most successful companies in

the world. Held P&L responsibility for regional service with

organizations that manufacture complex integrated hardware and

software products. Strong background building and leading teams of

customer service and account management professionals who understand

that performance is measurable at the bottom line and in customer

satisfaction.

Flexible and versatile - able to maintain a sense of humor under

pressure. Customer centric. Excellent team building skills.

Key Skills

Employee Development Policies & Operating Procedures

Service Program Development Training & Development

Program Implementation & Support Quality Assurance

Technical/Field Service Operations Global Customer Support

Professional Experience

Program Development / Implemetation

o Reduce company exposure to FDA sanctions

. Designed and implemented a program to have service events from

international distributors reported to post market surveillance

meeting FDA requirements.

. Developed a "front end" for service reporting entry that reduced

input errors and optimized data entry providing consistent

information for FDA reporting and business decisions.

Training & Development / Customer Satisfaction

o Improve customer and employee satisfaction

. Trained young technicians in customer service and network

installation improving quality of finished installations and

customer satisfaction.

. Developed technical specialists allowing for quick resolution of

difficult installations providing a path for employee growth while

driving customer retention.

Problem Solving / Business Acumen

o Solve escalated customer problems. Increase performance while

controlling cost

. Acting as global escalation leader reduced escalated customer

events from 18% to 5%

. Increased through put of repaired product while reducing cost by

outsourcing some repairs

925-***-**** James Roberts Page 2 ***********@*******.***

Employment History

ABBOTT mEDICAL oPTICS, Milpitas, CA 2008 -

2011

Regional Technical Support Manager - Americas

Managed domestic and international technical support providing

multiple levels of support to customers, AMO and distributor field

engineers.

Boston Scientific, Fremont, CA 2000 -

2008

Service Development Manager 2005 - 2008

Led a team dedicated to "Designing for Service" providing critical

input for every device manufactured.

Technical Support Manager 2003 - 2005

Manage a department of outward facing engineers providing technical

support for complex software driven medical products used in cardiac

and surgical procedures.

Repair Operations Manager 2000 - 2003

Directed the return and repair of Boston Scientific capital equipment

assuring supply of needed equipment at a reasonable cost.

SBC COMMUNICATIONS INC, San Ramon, CA.

1999 - 2000

DSL Service Manager

Oversaw installation and service of DSL circuits.

MILLS BIOMEDICAL ENGINEERING INC. Brentwood, CA.

1998 - 1999

Manager of Product Development

Led a small organization in its growth and development

Relevant Experience

Previous experience with SpaceLabs Inc. as Technical Support Manager,

Toshiba America Medical as Region Manager, Innoserve Technologies, as

Multi-Vendor Operations Manager, and with General Electric Medical

Systems in both field service and management positions.

Education

Villanova University - Project management Certification

University of Phoenix - Business Information course work

United Electronics - AAS in Electronic Technology

Certificates & Training

CSM, Certified Support Manager - Service Strategies, San Diego, CA

Talent Acquisition - Abbott Medical Optics, Milpitas, CA

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