Service Customer

Visionary problem solver with an MBA, demonstrated growth and strategic planning experience. Proven leader with strong organizational and problem solving skills. Expertise in strategic planning, assessing and managing multiple activities and projects simultaneously for national and international operations. Accomplished at motivating, coaching and integrating diverse personnel into highly effective teams. Excellent communication and presentation skills

Core Competencies

Experienced team builder, managing 500+ staff.

Managed P&L’s exceeding $88M

Budgeting & Forecasting

Vendor Relationships

Contract Negotiations

Policy Development

Systems Integration

Inventory Control

Continuing Process Improvement

Project Management

Operations Management

New Business Development

Regulatory Compliance

Compensation planning

Experience:

Pentax Medical Jul 15 – Jun 16

Vice President Service - Americas

A $150 million division of Hoya Group, a global manufacturer of cardiovascular and medical devices providing e most advanced clinically relevant endo-imaging solutions

Organize, direct, lead and manage all facets of Pentax Medical Service operation for America, Canada and Latin America. Full P&L responsibility for a $45+ million Service business with leadership responsibility for in excess of 100 employees encompassing service force effectiveness, metrics and standards, service contract sales, service contract administration and marketing, field service, project management, IT support, installation and demo support.

Conceived and executed an aggressive service marketing strategy resulting in the sale of service

contracts valued in excessive of $1.8 million in 6 months.

Spearheaded top line growth by 113% through increased call cadence, differentiated offerings and faster go to

market initiatives.

Coordinated Point of Service sales contracts with a 133% increase over FY 14

Implemented Net Promoter Scoring (NPS) to measure Pentax Medicals successes over 5 separate areas of responsibility; Feedback communicated and utilized to develop action plans to further improve service. Results so far reflect an improvement of 35% on our customer service ratings.

Ikaria Inc. Apr 14 – Nov 14

Senior Operations Service Manager

Ikaria is a $350M fully-integrated bio therapeutics company focused on developing and commercializing innovative solutions, therapeutics and interventions designed to meet the significant unmet needs of critically ill patients.

Responsible for overseeing the Service Support Department daily activities, managing 7 Regional Service Centers dispersed throughout the continental United States, weekly and monthly metric management and representing the Service Support Department in critical cross functional department projects. Manage strategic initiatives to support products and services, and recommend opportunities for increasing product reliability.

Provide operations oversight for service activities in support of $235M in drug sales to hospitals, government and industry.

P&L responsibility for a $45M Service business with leadership responsibility for 7 regional service centers.

Manage all ongoing new hire and continuous refresher training to service technicians based in the US and International markets; Australia, Canada, Japan, Mexico and South Korea.

Philips Healthcare Jun 12 – Apr 14

Region Service Manager

An $11B provider of medical technologies and services including imaging solutions, diagnostic cardiology solutions, patient monitoring systems and therapeutic equipment to clinical facilities around the globe.

Primary responsibilities include supporting customer’s field service needs, coordinating and executing projects involving repair, maintenance installation and de-installation of Philips Healthcare’s Imaging Systems with revenue generation via service contracts, training, spare parts, installation and accessory sales.

Direct service activities in support of $76M in product sales to hospitals, government, industry,

education and research institutions.

P&L responsibility for a $15M Service business with leadership responsibility for 24 Unionized Field Service Engineers.

Direct a Project Management and Installation team with responsibility for the installation of $45M in capital equipment

Technogym USA Oct 11 – Apr 12

Director, North America Services

A $450MM global manufacturer of fitness equipment

Manage all facets of Technogym USA Aftersales business consisting of field service, customer support, logistics, remanufacturing, quality and financing / leasing. P&L responsibility for a $54M business with teammates encompassing 5 regions across US, Canada and Mexico.

Eliminated inefficiencies in operations, resulting in increased customer service, reduced

overtime by 35% while improving productivity resulting in a net saving of $487,000 in expenses.

Increased after sales by 25% and profit by 17% by refocusing the business on the sale and

delivery of higher value services.

Reduced hold time from 3 minutes to 45 seconds through training and alignment of staffing to

peak hours.

Increased stocking of spare parts by 15% resulting in a 92% same day fill rate to end user

customers.

Maquet, Inc. Jul 09 – Oct 11

Director, Field Service Operations

A $115M division of Maquet Inc., a global manufacturer of cardiovascular and medical devices

Organize, direct, lead and manage all facets of MAQUET Inc.’s Field Service operation. Primary responsibilities include supporting customer’s field service needs, coordinating and executing projects involving repair, maintenance installation and de-installation of MAQUET Inc.’s Surgical Workstations and Critical Care Monitoring products with revenue generation via service contracts, training, spare parts, installation and accessory sales. Full P&L responsibility for a $27M Service business with leadership responsibility for in excess of 50 employees encompassing 4 regions.

Increased service revenue by $1.3M or 106% and gross profit by $4.8M or 203% year over year by refocusing the business on the sale and delivery of higher value service offerings.

Developed work efficiency tools such as centralized dispatch, rationalized service reporting and repair time standards which reduced costs by $8.7M or 46.8%.

Direct a Project Management team with responsibility for the installation of $50M in capital equipment

Developed a world class service training program for both customers and internal personnel resulting in $325K in incremental business.

Built a top-quality organization of Regional Managers, Field Service Technicians and Tele-Sales Consultants.

DaVita Inc. Jan 08 – Jul 09

Regional Operations Director

A $6B dialysis services provider

Plan, direct and control 17 Chronic, 4 Home and 4 Peritoneal Dialysis centers employing 537 teammates in Brooklyn, Bronx, Staten Island and Westchester areas with annual revenues of $88M. Develop and administer operating budgets in excess of $64M. Set growth objectives and guided new business development efforts with the objective of growing the client base while expanding services to existing clients. Served as the executive level account manager for negotiating contract terms with medical directors and resolving major issues with high profile clients. Deliver detailed performance analyses to executive management.

GE Healthcare Sep 98 – Dec 07

A $16B provider of medical technologies and services including life support systems, imaging solutions, diagnostic cardiology solutions, patient monitoring systems and therapeutic equipment to clinical facilities around the globe.

Director of Service, Northeast Region Apr 04 – Dec 07

Plan, direct and control an $11.2M profit center with 5 supervisory and 38 technical employees

with emphasis on supporting product sales and product installations valued at $45M annually

across an eight-state region

Product Marketing Manager, Monitoring Services and Pulse Oximetry Jan 03 – Apr 04

Managed $31M P&L, restructured portfolio and piloted US campaigns.

Manager, Business Development, NA Support Services Sep 98 – Dec 02

Responsible for generating new business and maintaining account relationships for Datex-

Ohmeda’s Customer Care operation, this is a $79M multi-faceted organization.

Educational Background

MBA with Distinction, Finance, Long Island University, 1989

BA, Psychology and Sociology, Syracuse University, 1979

Former Captain, United States Army

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