Service Manager

Luai Tabbal

Email: ********@******.***

Address:

City: Muskego

State: WI

Zip: 53150

Country: USA

Phone: 414-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Results-oriented management professional offering twenty years of progressive Engineering, Service Technology and Service Operations leadership experience. Strong strategic-planning and people-management skills. High-energy leader successful in building and motivating dynamic global teams. Cultivates a collaboration culture in which staff members feel comfortable contributing new ideas that drive customer loyalty and company growth.

Educational Background:

High School Dipolma from University of Wisconsin, Madison WI 1/2001 to 1/1992 (Business Administration)

High School Dipolma from University of Wisconsin, Madison WI 1/2001 to 11/2012

High School Dipolma from University of Petroleum & Minerals, Madison WI 1/2001 to 11/2012

Job History / Details:

Advanced Engineering Leadership Role

Profile

Results-oriented management professional offering twenty years of progressive Engineering, Service Technology and Service Operations leadership experience. Strong strategic-planning and people-management skills. High-energy leader successful in building and motivating dynamic global teams. Cultivates a collaboration culture in which staff members feel comfortable contributing new ideas that drive customer loyalty and company growth.

Skills

Design for Six Sigma (DFSS)

Design for Service (DFS)

Broad expertise in healthcare systems, including diagnostic imaging, clinical and EMR solutions

Deep domain knowledge in Service engineering and delivery

Experience leading global engineering teams

Inclusive cross-functional team management

Service Technology Architecture, Design and Development

Creative problem solving

Strategic product roadmap planning

Clear thinking and imagination

Operational planning and budgeting

External customer advocacy and escalation management

Engineering program management

Clinical education services

Field and on-line support service operations

Accomplishments

Product Service Management

Led a >$82MM product service portfolio and partnered closely with Marketing, Commercial, Service and Field teams to deliver higher customer value, more point-of-sale service support agreements, and meet or exceed operational goals, resulting in 53 percentage overall service contract capture.

Improved team's drive and engagement by listening, coaching and building trust, and by conducting field swings and all-hands-on-deck team meetings. This enabled more camaraderie, best practice sharing, increased team motivation, and a more passionate virtual community.

Global Service Engineering

Championed and led team to ensure global Service Readiness for New Product Introductions (NPI) by engaging regional service catchers early and often, and driving timely completion of service design and integration deliverables.

Took initiative to broaden influence and make higher business contributions in areas like world-wide technology planning and technology ownership mapping, contributing to the Employee Engagement initiative, and influencing investment in Service Eng resources in China and India.

Grew intrinsic team motivation, energy and productivity through a culture of recognition and innovation, flexible work hours, increased individual coaching, leadership development, and several creative team-building events. As a result employee satisfaction was up to 77 percentage from 54 percentage three years before.

Drove more customer value in NPIs by using voice-of-the-customer from key hospitals to prioritize service design input, leveraging the Service Advisory Board to establish and confirm service design requirements and integrating serviceability into new product launches for more differentiation.

Delivered >55 percentage lower field action span and backlog reduction increasing predictability & compliance by realigning resources into one centralized field action management team who drove faster execution through customer-centric prioritization, improved project planning, and multi-functional ownership.

Drove more effective integration of Global Service Engineering by establishing a clear team vision, unified roles and responsibilities and common strategies, which promoted teamwork through common plans, integrated service deployment strategies, and sharing of product and process knowledge. This resulted in improved team productivity and higher engagement on all design projects to maximize Service readiness.

Clinical Education Services

Implemented comprehensive strategy to reduce training backlog by over 50 percentage using creative offerings and delivery methods resulting in increased customer value, improved employee work-life balance and over $900k in cost productivity. Clinical education net promoter score rose from 67 to 78, and KLAS from 6.2 to 7.1.

Professional Experience

February 2011 to Current

GE Healthcare Wauwatosa, WI

Product Service Director

Leading the General Imaging and Women's Health Ultrasound Services U.S. segments producing >$80MM annual service revenue with 80 percentage OP. Responsibilities include leading Zone Support Engineers, driving DFS and common Service Platforms, VCP programs execution, and enabling effective product lifecycle projects.

February 2006 to February 2011

GE Healthcare Milwaukee, WI

Global Services Engineering Manager

Led a 35-member Global Service Engineering organization responsible for product serviceability advanced technology planning, on-product and remote service tools and diagnostics design and implementation, and service features integration, and driving 100 percentage Global Service readiness for product support by new product introductions (NPIs.) Team delivered their commitments to the business on over 150 NPIs and Installed Base projects thereby enabling the business to exceed its plan of $900M annually with high product quality and serviceability.

September 2002 to January 2006

GE Healthcare IT Barrington, IL

Clinical Applications Manager

Led 40 clinical applications team to deliver blended educational services for Radiology EMR solutions to department staff and end-users. Developed a creative strategy to increase customer value, reduce training backlog, and improve employee job satisfaction.

September 2000 to October 2002

GE Healthcare IT Mount Prospect, IL

Service Engineering and Customer Loyalty Manager

Established a high potential team of service engineers for our PACS and other EMR solutions who delivered advanced system service capabilities for all engineering programs. Developed an $8.7M service productivity project funnel and delivered $4.8M in one year through improved parts reliability and supplier credits. Enabled 85 percentage reduction in product quality issues, while supporting level 4 technical issues.

July 1997 to September 2000

GE Healthcare New Berlin, WI

Lead System Service Designer and Integrator

Owned and delivered service design input for three major CT product development programs resulting in global service readiness for 80 initial production systems. Drove product serviceability and reliability improvements in the premier CT product line which produced $2M annual benefits in Install and Warranty costs. Collaborated with colleagues in the MR and X-Ray to develop a standard service architecture and high-level system design requirements for the Common Service Desktop that is still being used across all diagnostic imaging modalities to this day.

December 1994 to June 1997

Lunar Corporation Madison, WI

Technical Support Manager

Managed online and field service operations for all Bone Mineral Density (BMD) scanning products. Responsibilities included system troubleshooting and repairs, preventative maintenance, quality testing, service parts sourcing and maintenance contract promotions. In addition, led the hiring, training, and job performance evaluations for the service staff who developed service plans for new products, developed technical service documentation and training programs, and supported over 75 dealers and distributors world-wide.

August 1992 to January 1995

Lunar Corporation Madison, WI

Customer Support Engineer

Supported field service personnel and international distributors with hardware and software product problems. Developed and maintained service manuals and technical training courses. Stepped up to supported product installations and clinical application training to our customers in various countries.

Education and Training

1991 University of Wisconsin Madison, WI

MBA Business Administration

1989 University of Wisconsin Madison, WI

Master of Science Electrical & Computer Engineering

1987 University of Petroleum & Minerals Dhahran,

Bachelor of Science Electrical Engineering

Awards

Awarded thousands of GE stock options since 1999

Awarded over 6000 options of Lunar Corp common stock

Extra-Curricular Activities

Active member of GE Asian American Pacific Forum since 2005. Co-led the 2012 Career Development Forum, Mentored members and provided career coaching at various venues. Currently co-leading the Mentoring Program.

Member of Project Lead The Way (PLTW) in Milwaukee, Wisconsin, which provides assistance to grade school teachers in engineering design classes for the students.

Interests

Avid runner; completed 15 marathons including 5 majors and a 50K Ultra, >60 races overall, 200-mile Ragnar Relay team captain since 2010.

Broke the Guinness World Record for the most runners to complete a marathon whilst linked together as part of a 62 runner team at the Milwaukee Lakefront Marathon in October 2011. This effort raised over $100k for the Make it Happen Fund!

Languages

Bilingual Arabic/English

Basic Spanish

Additional Information

Certified Six Sigma Black Belt

Nominated for the GE Healthcare Key Talent Program in 2009 & 2010

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