SUMMARY:

• A highly successful field service manager, with 10 years experience supporting highly technical capital equipment in both corporate and government programs.
• Savvy Program Mgmt Professional
• Vast experience with Confidential operations and contracts
• Experienced Presenter and Trainer
• Quick Grasp of New Technical Concepts
• Exceptional Project Management Ability
• Proven Leadership Ability
• Strategic Thinking

PROFESSIONAL EXPERIENCE:

Confidential, Billerica, MA

FIELD SERVICE MANAGER

• Responsible for all aspects of the sustaining activities after delivery for product life cycle; including field service, configuration management, contract delivery and compliance.
• Full P&L, budgetary, and revenue forecasting responsibility for a $75M Fixed Firm Price (FFP) direct to OEM contract. Lead negotiations for option year agreements, including terms of Contract Line Items (CLIN), Task Orders (TO’s), Time and Materials (T&M) delivery.
• Direct interface with both operational and support facets of the DHS/CBP mission; line officers and C Level leaders at higher headquarters, including CO, COR, COTR, and ACO
• Collaborate with all the departments and groups within the organization to synchronize goals, monitor progress, and ensure company initiatives and goals are met.
• Managed and lead 12 person team and DPM, meeting stringent contract performance requirements for MTTR, Response Time, and Availability (Ao), and reporting.
• Delivered industry best contract support reported monthly in Performance Metric Reports (PMR) to Contract Representative (COR), Contract Technical Representative (COTR), Configuration Mgmt Office (CMO).
• Reduced MTTR by 31% while increasing availability (Ao) 7 points to over 99% and 98% for the overall program.
• Maintained a Gross Margin (GM) of 55.3%, 6.5 points over the organization goal.

Confidential, Mahwah, NJ

FIELD SERVICE MANAGER

• Responsible for delivering new products and upgrades for the largest product group in the corporation, to include applications, methodology, service and training.
• Chaired cross - departmental team responsible for the development of the optics in the first fully simultaneous analytical ICP spectrometer
• Collaborate with all the departments and groups within the organization to synchronize goals, monitor progress, and ensure product timely release or launch.
• Maintained a 16% EBIT, while overall budget was reduced by 20% from previous year. Accomplished through reorganizing tasks and responsibilities as well as cross-training key existing staff.
• Identified and documented a matrix for failure on a major system component and coordinated with R&D an immediate corrective action saving $10 million in lost sales and warranty service.
• Identified customer process issues responsible for significant delays and costs greater than $100K per month. Created a measurement methodology to achieve the desired throughput and eliminate costs..
• Lead delivery, installation, testing, and acceptance of new ICP spectrometers.
• Responsible for development of service and customer training materials for a new line of tabletop spectrometers, including ILT, CBT, and online content creation and development.

Confidential, Bedford, MA

TECHNICAL TRAINING MANAGER

• Responsible for designing and implementing training for the Confidential Worldwide in concert with the mission and vision of the organization.
• To identify and address the needs of the Sales and Marketing organizations and develop effective tools to assist in the satisfaction of our customers.
• To develop programs, tools, and matrices that provide tracking and document real Return on Investment (ROI).
• Manage and maintain a 4 million dollar training center including certification and travel schedules.
• While managing the training dept for the division, we recognized a need to develop a proactive e-training presence in the Semiconductor industry. We implemented a Learning Management System (LMS) that allowed Millipore to set a new standard for conducting business with OEM’s, End User’s, and Suppliers in Microelectronics. This LMS saved the division 40% of the previous years travel budget in the first 6 months of use.
• Recognized an opportunity to leverage Millipore Corporations’ core competency in the science of filtration and developed a revenue stream with a suite of courses available to clients onsite and online. While generating revenue, the courses further established Millipore as the leading technical resource in the semiconductor market. These courses were also the foundation of the Millipore Academy, an online university, to be launched 2001.
• Delivered and qualified a development structure that cut months from the average course development and qualification schedule. This system makes all courses developed by the training group certified for CEU and SEMI, AICC accreditation, as well as ISO 9000 documentation compliant.

Confidential, Plano, TX

TECHNICAL SERVICE MANAGER

• Manager of two Technical Service groups that support 6 market segments and 24 product lines, providing pre-and post-sales support, product and application support, training, troubleshooting and complaint resolution.
• During the Millipore acquisition of Tylan General Corporation, initiated and completed aggressive training program covering all new products to quickly and efficiently exceed, customer expectations delivering seamless technical support.
• Developed and implemented several effective numerical matrices used to identify and assist in correcting issues with phone support, return of goods authorization (RMA), and supply chain management reporting systems.
• Developed, implemented and delivered customer-centric technical product and application training to key customer accounts and their responsible account managers
• Steered committee to qualify Millipore as the first “Dock to Stock” filtration supplier worldwide, saving suppliers 10 million dollars annually in batch and lot verification testing, significantly reducing instrument downtime

Confidential, Fitchburg, MA 

SYSTEMS ENGINEER

• Provided technical support to customers, pre-sales and post-sales.
• Perform in all phases of instrument delivery, including re-engineering base instruments for specific customer needs.
• Implement proven QA/QC techniques to ensure immediate introduction to customer production, replacing inefficient equipment and techniques.
• Develop effective application procedures using customer requirements.
• Conduct on site training to expedite on-line use of the new products.