Joseph Werbeck

** *********** **., ******, ** *3062

Cell 603-***-**** / email acxp0p@r.postjobfree.com

PROFESSIONAL EXPERIENCE

Director of Technical Service

Proveris Scientific Corporation, Marlborough, MA March

2014 to Present

Proveris is the leader of innovative technology, for Pharmaceutical,

CDO/CRO/CMO's, and regulatory agencies worldwide.

Manage worldwide customer support on installations, upgrades and service

contracts utilizing a group of highly skilled Service and Application

Engineers

Directed and implemented system upgrade of customer wide Oracle 2008/2012

database for a revenue growth of 1.5 million in 2014

Responsible for planning and coordinating the company's master schedule of

personnel and resources for all technical services delivery projects with

customers including:

project planning for cGMP instrument deployments;

scheduled maintenance;

service calls and technical support activities;

contract/entitlement management; and

in-house laboratory test services projects

Develop and coordinate team-building activities geared towards skill

enhancements that save time and money for the company

Manage project for growth and support with third part contractor increasing

customer response and satisfaction with a company overhead savings of

$300K.

Project Manager for expansion of application training tools and service

plans worldwide for growing PMDi market.

Actively participate in upper Management Team Meetings and report on all

aspects of Technical Services deliverables that drive company growth and

profitability.

Create and maintain annual budgets for Service/Inventory Control for P/L

Field Service Engineer/Project Support Lead

Seahorse Bioscience Billerica, MA

September 2010 to March 2014

Seahorse Bioscience provides innovative industry-leading analytical

instruments, bio-manufacturing systems and consumable lab ware products for

biological research and drug discovery.

Trained the new FSE/FSA's to support Installations, service and to support

companywide customer base.

Coordinated network, software, and hardware upgrades in the field.

Managed and created diagnosis tools to support FSE/FSA to resolve escalated

instrument issues in the field to resolution.

Actively approached upholding an active, visible, ongoing, and excellent

working relationship with the growing third party support and customer base

worldwide.

Service Support Consultant

Consultant, North America

January 2009 to September 2010

Worked for a variety of clients within the Pharmaceutical, Bio Medical and

Academic field to improve customer support, internal support, and customer

satisfaction within a diverse technology cluster.

Globally supported remote technical support teams

Trained internal support personnel on product support protocols

Performed on-site customer training on product performance and

documentation

Diagnosed issues and gathered sufficient evidence to allow further

diagnosis by factory experts. Solutions often required modifying source

code (Perl, C++) and reading multiple trace system log files.

Optimized product capability within small support groups for preventive

maintenance programs

Participated in training on cross support between Production and Service

Support teams

North America Senior Service Project Engineer/Project Coordinator (Remote)

Ibis Biosciences Inc Carlsbad, CA

January 2008 to January 2009

Ibis Biosciences Inc. is the leader in rapid identification and

characterization of bacterial, viral and other infectious organisms as well

as analysis of human DNA and was purchased by Abbott Molecular in 2009.

9. Managed installation projects and corresponding start-up oversight for

T5000 product line including establishing performance milestones and

target specifications based on customer requirements

Coordinated national service demands utilizing key Applications and

Service Engineers

Installed and supported multiple IT database platform development and

troubleshooting (RAD server, switcher and internal networking

configuration)

Developed and implemented customer training programs for initial use,

application support and ongoing product support needs within MS

Developed robust final test specifications for the factory based on field

evaluations

14. Gained customer loyalty and won preferred treatment for products and

key accounts.

Regional Service Manager of North America, South America and Asia Pacific

Bruker Daltonics, Billerica, MA

June 2002 to January 2008

Bruker Daltonics is the leading developer and provider of innovative life

science tools based on mass spectrometry.

Managed Global Customer Support team on installations, upgrades and service

contracts utilizing a group of highly skilled Service Engineers

Developed a growing customer service base over 4 year from 10 countries to

38 countries, and grew service revenue from 1 million to 5.5 million

dollars.

Established customer order reviews developing site evaluation criteria,

configuration management and manufacturing timelines

Created on-site customer training programs

Created annual budgeting within MS for 24/7 on-site service center, and

service inventory control

Education, Professional Development Courses & Computer Skills

1. Bachelor of Science, Management - University of Phoenix 2011

2. Boston University - Masters in Project Management Certification 2012

3. Boston University - Project Management Certification 2009

Boston University - Management Certification 2003

Devry Institute of Technology Associates of Science - Electronics with

honors 1995

Windows NT/2000/XP, MS Office, MS Project, Visio, Linux, Sun, Basic C++,

various CRM applications(Admin Salesforce), Remote based Webex

applications, Infor (Oracle based ERP)

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