Fairfield, CA • 954-***-**** • email@example.com
Service Delivery Manager
Seasoned and accomplished Solutions Engineer with 15+ years of experience and background in overseeing and managing high-profile initiatives that drive efficiency and control costs for diverse organizations. Experience developing and implementing processes and procedures, identifying client needs and requirements, coordinating service delivery, monitoring costs, and addressing and resolving customer issues or problems. Adept at evaluating customer feedback and implementing improvements to ensure quality customer care. Able to design, establish, and refine a process to meet delivery needs. Skilled at cultivating, developing, and maintaining strong client relationships to drive customer loyalty. Proficient at planning, managing, and completing projects on time and on budget. Proven team leader with a history of training, developing, and directing customer-focused teams. Exemplary communication and interpersonal skills used to communication and interact with clients, stakeholders, business partners, executives, associates, vendors, and other parties.
AREAS OF EXPERTISE
Strategic Planning & Execution Operations Processes Improvements Service Delivery Cost Control
Workflow Optimization Training & Development Cross-Functional Collaboration Team Building & Leadership
GE Healthcare, San Francisco, CA 2016 – Present
Proactively assist, support, and troubleshoot customer technical issues by identifying and delivering timely solutions to meet a customer’s business needs. Manage client expectations to avoid escalated situations. Optimize bottom-line performance within service operations. Participate in service growth market development by applying analytics to promote profitable relationships. Cultivate, build, and maintain strong relationships with all levels of personnel, including C-level executives, business and operations team member, and clients. Manage all customer relationships in region. Analyze and streamline processes to improve efficiencies. Lead strategy programs for contracted and non-contracted customers to meet performance models, while managing processes to ensure teams adhered to industry guidelines and exceeded customer expectations. Direct project plans and strategies for a new customer base and deliver optimal services. Implement high-profile sales initiatives to grow the business and drive division profits by developing cost-effective programs for each operating department in collaboration with senior management.
Developed and sustained a positive and engaging culture through ongoing direction, coaching, and career development of service engineers.
Maximized operational processes, including PM completion, overtime management, FE tool utilizations.
Implemented key strategies to control costs and capture market share, identifying win-win relationships with customers to gain lucrative new business opportunities.
Philips Healthcare, Boston, MA 2012 – 2016
Lead Technical Support Engineer, 2014-2016
Ensured client satisfaction by efficiently processing and resolving trouble tickets while tracking priority issues, using various telecommunication systems, such as Interaction Client, Salesforce and SalesLogics. Built and maintained strong customer relationships by establishing solid relationships and surpassing customer expectations on service delivery. Leveraged internal relationships to enhance business performance and customer experiences. Promoted a safe working environment and ensured compliance with applicable Environmental Health & Safety (EHS) policies and procedures.
Identified, piloted, and implemented methods to increase efficiency in tier 2 technical support processes.
Successfully implemented data sourcing and improved profitability year over year.
Reduced rate for outsourced services, resulting in improved patient experience and margin.
Developed and established operational policies and implemented Lean strategies.
Led technical team initiatives for system implementations and managed sales delivery processes of products, meeting client expectations.
Delivered remote technical support and diagnostics to external healthcare customers and field partners.
Implemented Lean methodologies in daily routine to enhance customer interactions.
Led remote connection integration between external customer and Philips network (RSN), reducing
turnaround time from eight weeks to 3-5 days.
Ensured technical services met applicable SLAs.
Served as key point of contact for escalated issues from tier 1 and 2 members, mentoring colleagues on different technologies within the team.
Identified and developed knowledgebase articles from troubleshooting initiatives.
Field Service Engineer III, 2012-2014
Designed and led implementation, repair, and validation of complex IT networks across multiple institutions with multi-phased systems composed of ring & star topology infrastructure. Developed integration solutions following industry standards with proprietary, real-time patient data transfer requirements, including patient monitoring in both clinical and non-clinical environments across an expansive geography. Provided technical review of system configurations to ensure viable system performance. Troubleshot complex network issues to ensure acceptable Quality of Service. Documented existing, current projects, and potential future plans. Delivered pre-sale consultation to healthcare institutions and internal team on network strategies, solutions, and system integrations. Led and monitored core metrics, including satisfaction, retention, and profitability established by senior leadership. Directed diverse team of internal and external installation resources. Installed, serviced, and tested complex, multi-phase, systems composed of IT infrastructure, patient monitoring equipment and telemetry systems in clinical and non-clinical environments. Designed and led implementation and testing of complex IT integration solutions following industry and proprietary real-time patient data transfer requirements.
Successfully increased preventive maintenance completion rate from 69% to 96% as northeast customer care preventive maintenance champion, sharing best practices with the team closing out work orders as performance assurance champion.
Completed field change orders in timely manner.
Evaluated coverage area verifications of telemetry networks to ensure system reliability and electrical safety tests, inspections, and circuit and network analysis.
Negotiated and retained annual contract with customers building strong customer relationships.
Fresenius Medical Care, Miami, FL 2011 – 2012
Biomedical Engineer Supervisor
Effectively managed company assets, including labor time, service activity reporting, expense reports, preventative maintenance documentation, parts inventory, tools, test equipment calibration, customer purchase orders, and business expenditures. Trained, developed, and directed field team. Provided instructive tours of the water treatment equipment for patients also participating in quality training and education for other technical staff as recommended by the manufacturer and technical policies and standards procedures from FMCNA.
Actively support CQI process and delivered feedback to management on improvement strategies.
Ensured compliance with all regulatory and OSHA requirements and collected water samples for AAMI analysis following company, state, and federal regulations.
Additional Professional Experience:
DeVry University, Senior Helpdesk Analyst, 2007-2009: Installed operating systems, applications, hardware, and software, while completing technical troubleshooting, including system crashes and data recoveries. Delivered networking and helpdesk support while performing maintenance tasks.
Provo Power Company, Operations Manager, 2003-2007: Managed business operations, territory management, business development, strategic planning & analysis, restructuring, and process optimization.
EDUCATION & CREDENTIALS
Master of Business Administration, University of Phoenix, Tempe, AZ, March 2018; Dean’s List
Bachelor of Science, Biomedical Engineering, DeVry University, Miramar, FL, July 2010; Dean’s List
Associate of Science, Computer & Electronics Engineering,
Turks & Caicos Islands College, Providenciales, Turks & Caicos, June 2006; Dean’s List
Lean Agile Project Management Certified
Certified Lean Six Sigma Black Belt & Green Belt
Scrum Fundamentals Certified
Cisco Certified Network Associate (CCNA)
Dell Certified Systems Expert Onsite Troubleshooting (DCSE)
Smith’s Training Instructor