Global Technical Support Manager
Leading a global biotech technical support organization based in three locations (US, Europe). The team provides all customer-facing technical support for Pathology Imaging for both hardware and software solutions. Engineers in this team responsible for an install base of over 3000 customers globally staffed 24x7 with a "follow the sun" infrastructure.
Following a corporate merger, identified opportunity for technical support teams coming from varying corporate cultures to operate as a cohesive unit. Established common processes and metrics across the organization and, within nine months, teams were achieving up to 90% improvement in case response time.
Recognized for consistently building productive teams in different departments, despite organizational problems such as re-engineering, downsizing, and internal conflict.
Led and participated in several Danaher Business Systems problem solving Kaizen's including a technical support "re-imagine" where we improved average response time from 8 hours to less than 1 hour.
Developed new operating procedures and policies, such as engineer work instructions, scripts, and knowledge base for continuity and standards of service.