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service manager

United States
March 18, 2011

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*** ******* ***** 919-***-**** (h)

Cary, NC 27513 919-***-**** (c)


Outcome driven, proven multinational executive with nearly 16 years of accomplished management experience on two continents; industry background encompasses Diagnostics, Medical Imaging, Semiconductor, Industrial and Life Science instrumentation services and support. Adept in various support requirements unique to these business segments and able to transform and achieve customer satisfaction. Skilled in implementing objective based solutions to facilitate customer satisfaction with enhanced productivity and cost reductions. Excellent in both verbal and written English communication skills.



Organizational Restructuring


Team Building and Leadership

Building organizational capabilities

Empowering Management

Performance Analysis

Service Marketing and Service Sales

Revenue Growth

Contract/Vendor Negotiations

Strategic Planning/Execution

Project Management

Process Improvement/Measurement


BD Women’s Health and Cancer, Durham, NC 2007 – Present

Head of Service


* Responsible for Technical support contact center, field applications support and field service operations for USA. Responsible for Tier II and III level support for Asia Pacific and Latin America and Tier III level support Europe and EMA.

* Develop service and support strategy and build organization capabilities.

* Introduce technology to improve predictive service.

* Set up systems and processes to improve compliance to FDA and ISO requirement.

* Set goals and objectives, evaluate team performance and approve performance reviews.

* Prepare annual budget plan, manage P&L and control costs.

* Manage complaints that are FDA reportable and escalate for proper resolution.

* Plan and manage training program to develop professional and technical skills of the team.

* Work with OEM vendors to negotiate training, part support and product quality requirements.

* Develop various reports to analyze support performance and plan continual improvement.

* Develop standard operating procedures and implement process procedures to support quality program.

* Resolve escalated customer situations to successfully meet product claims.

* Conduct periodic customer survey.

Highlights of Accomplishments:

* Successfully implemented call center automation and developed customer centric metrics for measuring call center performance.

* Designed and implemented a new Call Management Suite.

* Successfully reorganized service operations to improve effectiveness and focus on improving customer relations and to engage in new product development activities for improving serviceability.

* Maintained a low employee turn around by managing employee satisfaction.

* Championed a remote diagnostics project to move the operations from reactive to more proactive and then to predictive approach to maintenance.


Bio-Rad Laboratories Inc., Hercules, CA 2002 – 2007

National Service Manager, USSD, Life Science Group


* Managed both the field service and in-house repair service operations for North American Sales Division.

* Set goals and objectives, evaluated team performance and approved performance reviews.

* Prepared annual budget plan; managed P&L and control costs.

* Supported service marketing team and helped develop service marketing tools.

* Managed calibration program.

* Planned and managed training program to develop professional and technical skills of the team.

* Worked with OEM vendors to negotiate training, part support and product quality requirements.

* Developed various reports to analyze support performance and plan continual improvement.

* Developed standard operating procedures and implemented process procedures to support and ISO 9000-2000 quality program.

* Resolved escalated customer situations.

* Planned resources and integrated operations during new acquisitions.

* Conducted periodic customer survey.

Highlights of Accomplishments:

* Achieved the goal of meeting gross margin targets consistently for the past 3 years.

* Developed a complete training program for the vendor/OEM products and successfully improved the service level.

* Maintained a low employee turn around by managing employee satisfaction.

* Successfully integrated the MJ Research service operations with the existing in-house repair facility in Richmond, CA.

* Developed a new loaner management system to support MJ Research service business.

Bio-Rad Pacific Limited, Hong Kong 2000 – 2002

Regional Service Manager, North Asia


* Headed the field service organization for the North Asia region (China, Taiwan, Hong Kong and Korea) with the responsibility to support subsidiary offices and distributors for Life science and Diagnostics divisions’ product range. Major focus was on building the direct support network at various locations in China.


* Building infrastructure and team, setting up customer call management system, setting up of proactive maintenance program, parts planning and inventory management, setting up escalation process to improve overall support performance.

Bio-Rad Korea Limited, Seoul, South Korea 1997 – 2000

Service Manager


* Main responsibility was to organize and stream line our support activities for the Analytical and Semiconductor business in Korea. Additionally, gave thrust and direction to Life Science and Diagnostics distributor network to provide value-added customer support with professional and organized approach.



* Consolidated and stabilized the support organization in Korea.

* Trained and developed a professional team of engineers to provide technical and instrument service to our industrial customers.

* Set-up systems and procedures for customer call managements.

* Planned and managed parts inventory.

* Achieved planned service targets through service marketing and selling.

* Developed customer handling skills of the team.

* Worked with the Life Science and Diagnostics products distributor management to market service as a product to support their repair operations.

Bio-Rad Pacific Limited, Hong Kong, Hong Kong SAR 1994 – 1997

Regional Technical Support Manager


* Managed the escalated issues and supported the entire Asia-Pacific region that included Korea, Taiwan, Hong Kong, China, South East Asia and India.

* Functional responsibilities included training and developing regional specialists for the complete range of products.

* Managed all technical requests and provided quick response to the subsidiary offices and the distributors in the region.

* Conduct service training on regular basis and improve the skill level of the field engineers. Monitor repair skills of the engineers through joint field visits. Manage the service information flow across the pacific offices and the distributors. Manage field modifications and upgrades.

GE Medical Systems India Ltd.(WIPRO GE), Bangalore, India 1993 – 1994

Service Marketing Manager


* Develop service business plan. Create pricing for service products. Analyze capture rate for costing and better contract pricing. Manage and evaluate performance of the Franchise Service Network. Measure customer satisfaction.

Pharmacia United Ltd., Bangalore, India 1989 – 1993

National Service Specialist (Coulter)

Special Instrument Consortium, Chennai, India 1986 – 1989

Sales and Service Executive

College of Engineering Guindy, Chennal, India 1985 – 1986

Teaching and Research Fellow


Focal Point Slide Profilers and Network based review stations, Confocal Microscopy, Flow Cytometers, High end FTIRs, Process scale chromatography, HPLC and HPLC based diagnostic instruments, Particle characterization, Medical imaging instruments, Coulter cell counters, Spectro photometers. PCR and Real Time PCR


Bachelor’s Degree in Electronics Engineering, Bangalore University, India

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