Uhlmann USA

-Management responsibility over Field Service, Customer Support Engineers and Spare Parts team (20)
-Responsible for P&L
-Monthly reports to management
-KPI and metrics 
-Customer Escalations

Director of Service

PENTAX Medical Americas

• Management responsibility over Service & Repair, Service Parts, Customer Service, Service Contracts and Asset Management 40
• Responsible for Service P&L
• ERP implementation: SAP to D365
• Production metrics and reporting
• Performance management 
• Weekly, Monthly, Quarterly Presentations for management and stakeholders

Director Of Operations

•	Management responsibility over Service and Repair Operations and Customer Service (20 reports)
•	Attained Service Revenue Budget of $350-$450k month over month from 2018-2021
•	Ensure monthly production goals are met (avg 600 customer repairs & 150 asset repairs / month)
•	Monitor daily production metrics (receipts, jobs complete, backlog etc.)
•	Daily Service investigations and customer account management
•	Manage projects provided by management
•	Re-engineered Customer Service experience.  Changed quote / order processing turnaround from 3 days to 1-2.  Mended broken relationship between Customer Service and Sales (measured by positive feedback from HR & VP of Sales
•	Implemented new ERP system (D365).  User Requirement, User acceptance testing, Protocols and validation.

Senior Manager, Operations

• Manage front end operations of endoscope service center (18 ppl)
• Establish special handling policy for endoscopes with potential contamination (sampling, inspect, repair, QC)
• Part of team that implemented new global service center in Penang Malaysia. Monitored capacity (headcount),
quality of repairs and turnaround time until the service center was mature.
• Manager used equipment sales program (yielding $1M in revenue) for customers with budgetary constraints
• Monthly presentations and reports to track production plants performance and employee efficiencies

Manager, Repair Assurance

• Manage front end of endoscope service and repairs team.
• Provide excellent service to customers by delivering high quality repairs at a reasonable cost. 
• Ensure budget attainment, implement quality improvements, and maximize throughput.  
• Daily excel reporting including cost analysis, and production monitoring.  
• Empower team to reach their 10, by taking a team leadership approach which emphasizes “we” over “me”.

Supervisor, Repair Assurance

• Inventory Management- manage service and sales inventory (4000+pcs). Forecast and oversee budget of 2.0M+ towards purchase of capital equipment for fixed asset inventory (demo and loaner pools).
• Developed and maintained the used equipment sales program yielding $1.M+ in annual revenue with average profit margins of 50%+
• Financial Analysis-performed profit margin analysis for strategic deals for upper management as requested.
• Created 5 Corporate SOPS and numerous process flows to ensure compliance and organization efficiency, including the implementation of new repair specifications for refurbished product which was utilized to mirror a similar policy globally.

Asset and Used Equipment Coordinator

Another Step Inc

•Provided daily guidance and supervision to clients with developmental disabilities 
•Oversees development of clients’ personal and professional skills 
•Daily written reporting of client progress of skills

Direct Support Professional

Operations leader with 8+ years of experience in the medical device and pharmaceutical packaging industry with a focus on production and service.  Strong leadership, analytical, planning and people management skills.  Passionate about metrics, KPIs, and winning as a team.  Noted by peers as a leader who works well with others and fosters a team environment.


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