MARK PAGELS

ac4z9q@r.postjobfree.com Phone 734-***-****

***** ********* ****** *****, ***** Lyon MI 48178

OBJECTIVE

To lead a healthcare support team to meet and exceed desired business objectives. I have consistently demonstrated high performance in areas including team/project management, consultative sales, cross-functional collaboration, escalation management, and business/employee development.

EXPERIENCE

2015-Feb 2018 MedTest- Canton, MI

Sr. Director, Customer Support

Led a cross-functional implementation & support team, who delivered rapid resolution of hardware, application and IT issues

Managed projects strategically, overcoming obstacles, to meet internal and external objectives of cost and timeline

Streamlined implementation process to deliver greater customer satisfaction, reduced cost, improved timeline

Developed and implemented Customer “Welcome Kit” in conjunction with capital instrument purchase order

Delivered presentations to secure new business, partnering with Sales VP

Drove new method sales with existing customers through consultative sales approach, across three divisions of company

Revamped in house service and external service contract models to double service revenue and contract renewal rate

Monitored customer reagent usage through remote diagnostic capabilities, escalated non-compliant customers to leadership

Actively drove escalation process with external manufacturers, suppliers, and vendors (instrument, reagent, IT)

Led, mentored, and empowered customer-facing teams to create loyal customers

Created individual performance plans with employee input, and partnered with them on their professional development

Organized Complaint Handling division, while maintaining FDA and ISO regulations. 100% certification on all audits

Developed, monitored, and reacted to Quality Metrics surrounding Field Service, Technical Applications, Phone Support

Contributed to Instrument, Software, and Reagent launch teams to introduce new products to market

2008-2015 Siemens HealthCare, Diagnostics Division-Detroit MI

Technical Applications Manager

Successfully retained and grew 70MM of consumables and reagent supplies within my assigned region

Led and developed a team of 18 Technical Application Specialists, who specialized in implementation, training and support

Partnered with major LIS vendors to work through connectivity and troubleshooting issues

Led and managed approximately 75-100 projects a year in a territory of 1300 diagnostic instruments

Mentored team to increase and protect revenue through consultative sales approach and activities

Our region had highest new revenue growth with method additions three of these seven years, typically 500k-1MM

Frequent prospect customer presentations to assist in securing new business

Actively managed employees and territory through frequent coaching, development, field activities

2006-2008 Siemens HealthCare, Diagnostics Division-Detroit MI

Technical Applications Specialist

Highly visible customer facing role, implementing regional projects, from large scale instrument, automation, and middleware implementations, method additions, software enhancements

Worked with LIS vendors to troubleshoot issues and establish/maintain connectivity

Grew territory base through excellent customer support (retention) and consultative sales (method growth)

Actively contributed to isolation and resolution of national issues that lead to the release of U.S. field bulletins

Received numerous awards from cross-functional partners for teamwork and initiative

Exercised internal and external leadership and mentoring ability, influencing without authority

2005-2006 Bayer HealthCare, Detroit MI

Technical Sales Specialist

Highly visible customer-facing role, implementing regional projects, from large scale instrument, automation and middleware, method additions, software enhancements

Successfully grew and protected my core Chemistry and IA business through both added and recovered assays

Trained and certified on Chemistry, Immunoassay, Automation, and Middleware product lines

Mentored Field Service Engineers on software and applications troubleshooting and resolution

2004-2005

2004-2005 2004-2005 Bayer HealthCare, Detroit MI

Field Service Engineer

Responsible for delivering timely and professional service (reactive and proactive) to large hospital clients, communicating resolution to the client and the Bayer cross-functional team, and proactive follow up

Successfully trained and certified on Chemistry, Immunoassay, Automation, Middleware, and Hematology product lines

Managed daily and weekly schedule, parts inventory, and overtime while meeting customer demand

Selected to be the primary FSE at the area’s largest automation account, to maintain customer satisfaction

Exceeded metrics goals (a) successful first-time fix rate, and (b) parts management

1998-2004 Abbott Laboratories, Detroit MI

Field Service Engineer

Responsible for delivering timely and professional service (reactive and proactive) to large hospital clients, communicating resolution to the client and Abbott cross-functional team, and proactive follow up.

Successfully trained and certified on Chemistry, Immunoassay, Hematology, and Blood Banking product lines

Managed daily and weekly schedule, parts inventory and overtime while meeting customer demand

Selected in 2002 to exclusively service our most profitable accounts, exceeding expectations with same-day service resolution

With selection in 2002 received new title- “Key Account Technical Executive”

Represented Michigan on national committee and rolled out initiatives to the local team via meetings and conference calls

Consistently exceeded service metrics goals (a) response time (b) first time resolution (c) parts usage and management

1994-1998 St. John Hospital & Medical Center, Grosse Pointe MI

Medical Technologist Emergency STAT Lab and Rapid Response Lab

Operated, maintained, and repaired high volume automated analyzers in a Class I Trauma Center

Trained in all laboratory departments- Chemistry, Immunoassay, Urinalysis, Microbiology, Blood Bank, Hematology

EDUCATION

1993-1994 St. John Hospital & Medical Center, Medical Technology Internship and Certification

A.S.C.P Certification, August 1994 (American Society of Clinical Pathologists)

1988-1993 Central Michigan University, Mt. Pleasant MI

Bachelor of Science, May 1993. Biology Major/ Chemistry Minor

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