JUSTIN EGAN

** ****** *****, ******, ** *****

Cell: 603-***-****

adhq99@r.postjobfree.com

SUMMARY

A talented and accomplished Sr. Services Operations Manager that is responsible for leading and driving service program management for supporting New Product Introductions. This includes defining, implementing, and validating technical service processes and requirements. Deliverables including technical training, Field Replaceable Unit (FRU) creations, failure analysis, strategy and implementation. Work very closely with Field Service management to coordinate activities with consistent record of meeting or exceeding all business and support goals. Directly accountable for managing a team of 2 Sr. Service Engineers, 1 Manufacturing Engineer, 1 Supply Chain Supervisor, 4 Production Support Technicians, 4 Failure Analysis Technicians, 3 Warehouse shippers and 2 Sr. Buyer/Planners. Highly proficient at reviewing and resolving customer service and technical support issues. Proficient in recruiting, team building, management development and performance improvement.

Service-oriented Customer Service Troubleshooting skills

HIGHLIGHTS

Team Leadership

Training and Development

Time and Resource Optimization

Highly organized with the ability multi-task and prioritize multiple assignments

Computer Savvy

Calm and Professional under Pressure

Medical Imaging Account Management Capital Equipment

Experience in CRM systems

Sr. Service Operations Manager

EXPERIENCE

MEDTRONIC SURGICAL TECHNOLOGIES

Littleton, MA

05/2015 to Current

Leader for service operations at the Medtronic Littleton site including representation of Services on all cross-functional management level teams as appropriate (CAPA Board, Change & Improve, etc.).

Supervision of the product service group at Littleton, MA facility including talent management, engagement, development, and performance management.

Oversees a staff of 18 engineers and technicians. Responsible for managing Supply Chain, Shipping/Receiving, Inventory Management, Failure Analysis, Field Support, and System Refurbishments. Plays lead role in recruiting new Engineers and Technicians, developing, coaching and training of staff.

Lead and drive service program management for supporting New Product Introductions. This includes defining, implementing, and validating technical service processes and requirements. Deliverables including technical training, Field Replaceable Unit (FRU), upgrades, strategy and implementation. Work very closely with Field Service management to coordinate activities.

Manages component supply and inventory levels for Serviced product line(s), planning and purchasing for material requirements and ensuring flow of materials in support of global Service FRU distribution.

Supervise technicians in the performance of hardware failure analysis, monitor daily laboratory operations, and establish priorities on customer/product investigations of field return materials.

Employ the use of Microsoft Excel embedded functions and pivot tables/charts to extract trends, patterns, and performance issues from hardware failure analysis data with the aim of improving both product safety and quality.

Establish metrics to measure and report on the effectiveness of the failure analysis process.

Scope out and prepare project charters, plans, and contracts to address complex/systemic issues.

Perform gap analysis on process work flows and work factors to improve productivity.

Conduct installation/operation qualification on custom-made test equipment to ensure they are safe to use and can operate per established specification.

Serve as the site lead and primary point of communications for the returned material process

Act as lead between Service and Engineering to assist in the review of field service issues for appropriate classification and root cause analysis. Active team member for defect correct prioritization. Provide timely and accurate follow-up to broader Services team for call closure and escalation follow-up.

Identify, drive, and develop Level III Service processes and technology to support field service initiatives for serviceability, cost, quality, and delivery.

Provide Level III engineering field support by following the appropriate use of the escalation process, when other avenues for resolution are exhausted. This activity may include some travel to sites to perform both system repair, validation, and data gathering.

Develop content, validate, and release Technical Service Bulletins/Manuals to support field/factory activities.

Lead Design for Service initiatives within the factory including developing a robust next generation product with state of the art service capabilities.

Lead Service Cost reduction (redesign, tooling, process).

Develop global spares provisioning and parts availability management by developing and maintaining the FRU and parts on-hand guidelines.

MEDTRONIC SURGICAL TECHNOLOGIES

Louisville, CO

Field Service Manager 08/2013-05/2015

•Accountable for the quality and on-time delivery of all field service activities required to support the O-arm, Polestar and i7 Navigation System.

•Oversees a staff of 7 Field Service Engineers. Plays lead role in recruiting new Field Service Engineers, developing, coaching and training of staff.

•Monitors departmental budgets and operates with approved budget for Field Services.

•Conducts periodic field evaluations of staff performance.

•Oversees field related projects.

•Performs problem diagnosis and over the phone assistance for technicians related to field hardware/software.

•Establishes and maintains consistency in department procedures including, but not limited to, training, scheduling, dispatch priority handling, escalation, performance reporting, preventative maintenance, repair procedures and safety policy/procedures.

•Ensures Field Services staff has proper equipment, supplies, tools and training to perform job duties.

•Conducts follow-ups with customers based upon completed service calls.

•Serves on task force to review recurring problems and develop solutions.

•Records and produces statistical information on Field Services efficiency.

•Provides assistance to Dispatch and Field Services staff as needed.

•Experience in CRM systems.

MEDTRONIC SURGICAL TECHNOLOGIES

Louisville, CO

Field Technical Supervisor 07/2011 to 08/2013

•Provides technical support to assigned accounts in the delivery of effective and efficient technical services to include system installations, calibrations, integrations, network configurations, service events, field corrective actions, planned maintenance and sales support.

•Responsible for data entry and records management related to work order and case generation in CRM tool.

•Supervise and coach a team of 7 Field Service Engineers through the utilization of field visits, individual or group meetings, and telephone to accomplish service/sales objectives, while ensuring human capital utilization and customer satisfaction is balanced in the most cost-effective manner in accordance with established policies, procedures and quality standards.

•Manage service/repairs on over 150 pieces of capital equipment including, O-arm, Polestar and iOR systems.

•Oversees the training and development of Field Service Engineers for system installations, service events, customer technical training, field corrective actions and product knowledge.

•Partner with stakeholders such as sales, marketing, training & education, product development and clinical services to ensure stellar contributions of field support at customer sites.

MEDTRONIC SURGICAL TECHNOLOGIES

Louisville, CO

Sr. Field Service Engineer

08/2008 to 07/2011

Responsible for providing remote and on-site engineering support to the navigation and intraoperative imaging products install base and driving customer satisfaction through service. Responsible for providing effective and efficient technical and surgical support to the O-arm imaging and navigation system by overseeing system installation, calibration, training, integration, network configuration, planned maintenance and sales support.

MEDTRONIC SURGICAL TECHNOLOGIES

Louisville, CO

Clinical Application Support Specialist

•Coordinate, schedule and conduct on-site installations with our customers and sales team

•Represents Medtronic during image-guided surgeries by providing technical assistance.

•Repairs system hardware and software to maximize system performance.

10/2007 to 08/2008

•Educates and trains physicians and hospital personnel – OR, Radiology, Central Sterile Processing, Biomedical and Information Technologies – on technical matters relating to our image guided surgery products.

•Demonstrates image guided surgery products on the show floor and technical suites during major national surgeon meetings.

Surgical Radiology Coordinator

ELLIOT HOSPITAL

Manchester, NH

05/2006 to 10/2007

Reporting to the Director of Radiology. Coordinates the daily flow of radiographic procedures for surgical patients, including performing radiographic procedures on the most complex cases, creating a safe environment for pediatric and adult patients as well as staff. Assists in the clinical training of other technologists on Radiology Operating Room procedures and acts as the liaison between the radiology department and the operating room.

ELLIOT HOSPITAL

Manchester, NH

Radiologic Technologist

09/2004 to 05/2006

•Ensures operation of radiology equipment by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.

•Maintains production and quality of radiographs by following established standards and procedures; developing radiographs; observing radiographic results; making necessary adjustments.

EDUCATION

BACHELOR OF SCIENCE: ORGANIZATIONAL LEADERSHIP

Southern New Hampshire University, Manchester, NH, USA Graduated Cum Laude

2014

ASSOCIATE OF SCIENCE: RADIOLOGIC TECHNOLOGY

New Hampshire Community Technical College, Manchester, NH, USA

AWARDS

2005

Field Service Engineer of the Year 2011

-The award is given annually to distinguish and recognize an outstanding engineer. Merit Award for Team of the Year "Field Service Engineers" 2009

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