Field Service Operations Manager

Marco H. Ward

**** ********* ***. ****: 215-***-****

Wyncote, PA 19095 Email: ********@***.*** Home: 215-***-****

SERVICE MANAGEMENT / OPERATIONS MANAGEMENT

Field Service Management, Operations Management and Employee Relations expertise complemented by

extensive knowledge of the Medical Devices, Pharmaceutical and Industrial Products industries. History of

exceeding targets for production and services. Skilled trainer and motivator that has consistently improved strategic

performance and customer satisfaction. Creative and inspiring leader able to build diplomatic consensus.

EDUCATION

Arcadia University, Glenside, PA

MBA International Business

Arcadia University/Beaver College, Glenside, PA

BA Business Administration, Healthcare Administration

DeVry Technical Institute, Woodbridge, NJ

Electronic Engineering Technology

EMPLOYMENT HISTORY

ADT Security Service LLC, Boca Raton, FL

Service Team Manager, Residential & Small Business, Eastern PA 2012 Present

• Leading a team of 22 field service technicians provide leadership & service operations management for

over 47,000 residential and small business customers in the eastern PA and Philadelphia metro area.

• Identify opportunities and implement strategies to improve service response times and customer

satisfaction.

• Manage parts inventories and maintain vehicle fleet to meet corporate standards.

• Support sales, marketing and install team managers to achieve quarterly booking and revenue.

• Coach and mentor associates in process improvements and team development.

Molecular Devices, Danaher Corporation, Sunnyvale, CA

Field Service Manager, North America, Eastern Region 2001 2011

• Provide leadership & technical support for pharmaceutical and life science instrumentation, automation

and robotics industry.

• Identify opportunities using process analysis to achieve quality improvements and customer satisfaction.

• Participates in development of the fiscal budgets.

• Provide technical support for product launches and sales promotions.

• Using Six Sigma developed and implemented process improvements to reduce onsite customer response

times.

• Develop and implemented performance standards and metrics for field service.

• Travel as needed to meet with customers and support any and all field service or sales requirements.

• Working with production planning and accounting coordinate installations of new products to meet revenue

recognition requirements.

• Responsible for all hiring and employee development of service personnel in the east region.

Coordinated installations of all demonstrations, instrument enhancements and customer accommodations

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for the east region.

Teamed with Applications support group to find the most expedient way to resolve customer issues. This

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often required Applications and Field Service to be onsite at the same time.

Worked with Engineering to provide feedback and recommendations on product improvements. This

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project led to significant reduction in customer downtime.

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Marco H. Ward

Molecular Devices, Danaher Corporation

Provided support to in house depot repair to reduce TAT for customer returns.

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Manage cost and expenses for field service east region to meet budget responsibilities.

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Working with product marketing to develop and implement new service products and offerings to increases

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sales revenue.

Provided support for international field service training.

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Working with internal and external teams to resolve any and all customer issues concerning products or

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services in North America.

1990 2001

JOHNSON & JOHNSON COMPANY

McNeil Consumer Healthcare, J & J Co. Fort Washington, PA

Team Leader, Operations Management (1996 2001)

• Lead production team in all phases of packaging OTC pharmaceuticals in bottles, blisters and pouch for the

Tylenol, Tylenol ES and Motrin brands.

• Identify opportunities and implement initiatives to improve efficiency, quality, and reduce per unit cost.

• Provide technical support for equipment validations, product launches, and process validations.

• Lead SOP development, implementation process, and production for all Solid Dose Packaging.

Ethicon Inc, J & J Co. Somerville, NJ.

Facilitator, Operations Management (1994 1996)

• Facilitate all phases of manufacturing and packaging of surgical needles and sutures in accordance with CGMP

and ISO requirement.

• Provide training, production planning, and scheduling to achieve business unit goals and objectives.

• VICE PRESIDENT OF OPERATIONS AWARD for significant improvements in operations, training, and

customer service.

IOLAB Inc, J & J Co. Horsham, PA.

Technical Specialist, Technical Service (1990 1994)

• Provide clinical and technical customer support for ophthalmic surgical products.

• Supervise team of repair technicians for depot repairs.

• Operations liaison for customer complaints and MDR’s.

• Technical instructor for the Sales Training department.

• Maintain inventory tracking system of clinical and controlled supplies.

1988 to 1990

DeLaRue Systems, Inc., Glen Rock, NJ

Sales Engineer

• Technical sales representative for counterfeit detection, currency and financial document handling equipment.

• Met or exceeded annual sales goals for new customers and service contract revenue for northeast region.

• Sales negotiations, specification preparations, distributorship agreements, product demonstrations and

production trials.

• Customer and sales training.

MEMBERSHIPS

AAMI – Association for the Advancement of Medical Instrumentation

AFSM – Association for Service Management

ISPE – International Society for Pharmaceutical and Medical Device Professionals

LRIG – Laboratory Robotics Interest Group

CSP Customer Service Professionals

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