Global Customer Service Executive with demonstrated success in successful customer support, process improvement, and quality initiatives, increasing revenue, profitability, and competitive advantage in US and global environments. Currently managing North America branch operations and a global service team for a Class I & II medical device manufacturer. C Level management experience. Engineering design experience.
Quality and Regulatory background. Sales responsibilities in North America and the Caribbean.
Desire to utilize my experience as part of an Executive Management Team.
• Customer / Field Service Management
• Policy/Program development
• Quality and Regulatory Affairs
• FDA / TUV experience
• Standards utilization
• 510K Submissions
• CAPA and Complaint Surveillance
• Quality Management
• Project & Product Management
• Training development
• Start up experience
• Project Management
• Lean manufacturing
• Lead Auditor Certification (ISO 13485:2016)
Oricare Inc. Quakertown, PA Oct 2013 – Present
Global Director, Customer Service
Current responsibilities include managing a global customer service network team and branch operations in North America for a Class I & II medical device manufacturer.
Member of design and Engineering team. Clinical Instructor for product line traveling globally.
Sales responsibilities in North America and the Caribbean.
Working with C Level Management, Doctors, Nurses, CRNAs, and Department Heads
Clinical Instructor for Oricare product line
Extensive Quality and Regulatory experience
SP Scientific Inc. / Hull Warminster, PA Nov 2011 – Oct - 2013
Field Engineer / Project Manager
Pharmaceutical and Bio Science field support and project management, installation, start-up.
Project management, P&L, and supervision of sub-contractors.
Manage schedule, scope, and revisions, communicating changes and impact to schedule.
Scope-Design-Build of Pharmaceutical freeze dryers.
Operate independently from corporate office resolving issues.
Create and deliver training programs and provide system operational support.
Clinical Instruction to operators, power users and super users from all educational backgrounds.
Penn Technical (Temp) Harleysville, PA May 2011 – Nov 2011
Manufacturing / Field Technician
Build, service, and test high purity water systems from prints, drawings, and verbal instructions.
Wire electrical panels, power supplies, PLCs, and peripheral devices / all testing
CRP Owner Skippack, PA 3/2007 – 11/2010
Sales and Marketing, general maintenance, remodeling, and repair of residential properties.
Supervised staff and sub-contractors executing job specifications.
Rain for Rent Bakersfield, CA 6/2004 – 3/2007
Sales / Project Management / Customer Service
East Coast Sales and rental of equipment and services.
Provide design and project management meeting EPA water quality standards.
Work cooperatively with Sales team and operations staff, identifying leads and opportunities.
Provide EH&S Audits and training in the field and in all branches on the East Coast.
Exceeded annual revenue by 13% in sales for 2006.
Corporate Industrial Instructor traveling throughout the U.S.
Do The Right Theme Inc. Broomall, PA 2/2001 – 6/2004
Managed Sales, operational readiness, and all P&L.
Managed delivery, set-up, and break down for all major events in the tri state area.
Increased operational efficiency by 10% and annual revenue by 18% in 6 months.
Drager Medical Telford, PA 11/1982 – 12/2000
Customer Service Manager (Global)
Daily management of 37 Technical Professionals.
3mm annual revenue for service operations
P&L responsibility for repair and re-manufacturing operations.
Increased revenue to $2.0 million, exceeding annual revenue by 10%.
Reduced shipping cost by 20% / $100k annually.
Implemented LEAN re-manufacturing concepts increasing efficiency by 30%.
Created inventory sell off program, generating $500k in 4 months.
Managed sales of service contracts, parts, and labor across the US.
New machine sale of $750K through leadership and aggressive customer service.
Clinical Instructor for all product lines in the US and Globally.
Experienced working with and conforming to:
ISO 9001 International Standards Organizations
TUV and FDA compliance and audits
OSHA and DOT experience
Community Involvement (former positions and certifications)
Firefighter HazMat Technician
EMT, Certification #
Captain, Battalion, and Deputy Chief
Training and Certifications
ISO 13485:2016 Lead Auditor.
Emergency Medical Technician (EMT)