Customer Service Management

MANAGEMENT PROFESSIONAL

Accomplished senior management professional with broad work experience in

R&D, downstream marketing and sales for the medical equipment,

semiconductor and computing industries. Expertise includes product

development, business strategy development, program management, business

process improvement, client relationship management, FDA design controls,

operational and people management. Reputation for leading positive change,

developing trusting relationships and mentoring people. Passionate about

helping people and organizations reach their full potential in a

competitive business environment.

Demonstrated Competencies

. Recognized as a positive and inspiring leader/manager by receiving the

people management award at IBM and appointment into the top potential

program at Philips Medical Systems.

. Developed and deployed global customer service CRM and knowledge

management solutions at Philips Medical, reducing service delivery

costs by $2M/year and accelerating customer response time.

. Grew engineering services revenue by 30% year on year at KMC Systems by

enhancing existing/new client relationships, increasing permanent staff

and expanding use of external engineering resources.

. Conceived, developed and implemented a multi-year internal R&D program at

KMC Systems that leveraged standardization of hardware/software, leading

to significant improvements in time to market.

. Launched national Program Management Office for the Philips Semiconductor

Technology Center, improving project performance by over 2X through

formal project management and change control.

PROFESSIONAL EXPERIENCE

Executive Director of Engineering 2009 to 2011

KMC Systems, Merrimack, NH

Leadership of 80 person contract product development organization focused

on life science and biomedical equipment in an FDA regulated, ISO 13485

environment. Directed and mentored engineering managers in proposal

development, product design and people management. Restructured

organization to improve people, technical and program management

capabilities. Managed revenue forecasts, resources, program schedules,

program budgets, overhead rates and performance to department budgets.

Developed engineering annual operation plans.

Accomplishments

. Exceeded engineering sales revenue targets by 33% in first full year in

position.

. Lead cross functional team to conceive, sell and implement multi-year

rapid product development strategy. In first year, program delivered

common re-usable hardware/software platform to 4 customer programs,

collaborative work spaces and improved engineering infrastructure.

Resulted in reduced NRE and time to market for KMC clients, a new IP

portfolio for KMC and improved employee moral.

. Developed and piloted new phase review procedures to improve execution

and manage business risk.

. Lead cross functional team that developed ROHS environmental compliance

procedures.

. Co-authored magazine article (http://tmd.texterity.com/tmd/201003#pg14)

and podcast to support marketing.

. Developed strong, mutually beneficial relationships with colleagues and

external customers to support management of high risk product development

activities.

Program Director 2005 to 2009

Philips Medical Systems, Andover, MA

Directed planning and implementation of multiple global customer service

infrastructure solutions. Included call center CRM, Knowledge Management,

Escalation Management, and on-line supplies/accessories sales/service.

Accomplishments

. Proposed and implemented global service CRM and Knowledge Management

solutions (Clarify and Knova) to all global call centers, delivering

$2M/year of productivity improvements.

. Managed improvement of application and deployment of metrics for Customer

Problem Escalation System

. Developed 5 year Philips Healthcare e-Commerce and e-Service investment

program.

Sr. Manager and Core team Leader 2003 to 2005

Philips Medical Systems, Andover, MA

Managed the software development of IE-33 Ultrasound 3D Matrix Echo

cardiology Product. Program managed development and launch of the Envisor

Ultrasound product, implementing the first use of flat screen technology

on the Philips Ultrasound product line. Lead cross functional team in

development of 5 year 3D/4D product roadmap.

Director 1999 to 2003

Philips Semiconductors, Chelmsford, MA

Launched WW project management department that improved project performance

by 2X. Managed 200 person global design center team in US, Europe and

Asia. Consolidated locations to adapt to declining ASIC business

conditions. Merged design support team into shared corporate organization,

saving $12 M per year with no impact to customers or quality. Developed

web based project tracking tools, web-based internal billing systems and

site consolidations. Improved first time silicon success by 25% in 2

years.

Manager 1983 to 1999

IBM Corporation, Multiple locations

Developed novel on-chip timing measurement techniques. Designed chips and

boards for mainframe memory systems. Managed 17 member logic assurance

team. Program managed PC network adapter products. Tactical marketing of

memory, ASIC and foundry products.

EDUCATION

Master of Science, Computer Engineering, Syracuse University

Bachelor of Science, Electrical Engineering, Manhattan College

PROFESSIONAL DEVELOPMENT

IBM Management Development Program

Philips Octagon Executive Training Program

Philips Strategic Leadership Program

Association of Medical Instruments - Quality Systems Requirements and

Industry Practices

Association of Medical Instruments - Design Controls Requirements and

Industry Practices

PROFESSIONAL AFFILIATIONS

Association of Medical Instruments

Project Management Institute

Medical Development Group (MDG)

ASSOCIATIONS/ORGANIZATIONS

President of Davis Brook Homeowners Association

Manager and member of Boston Road Bluegrass Band

Contact this candidate