Vice-President, Customer Service and Operations
Philips Medical Systems Canada
Toronto, Ontario VICE-PRESIDENT, Customer Service and Operations Steered the business unit to deliver unequalled growth achieved by building and deploying a collaborative, participatory sales approach influenced by efficiency and unwavering leadership. Catapulted the technical and software support service unit for diagnostic imaging equipment from $40 million to $75 million, repositioning the brand to healthcare decision makers emphasizing the competitive edge and benefits to the capital investment. Reinvigorated the 220 full-time employee engagement from 65% to 77%, introducing performance incentives aligned with corporate goals. ¬ Page 2¬ · Addressed third-party measurements conducted on service calls, equipment installation and implementation, deploying the customer service excellence philosophy, elevating customer satisfaction to 95% from 78%. Played the key leadership role during 4 acquisitions, seamlessly blending diverse cultures and business processes with minimal disruption, advancing market share from #3 to #1 in Canada. Propelled x-ray, CT, MRI and cardiovascular ultrasound service contract agreement rate from 55% to 78%. Recipient of the prestigious peer nominated“ Presidential Award” presented to 8 of 5, 500 employees based on demonstrated leadership, commitment to the community, work/life balance, achievement of business and customer satisfaction results. Provide general management for the $70 million service organization with accountability for the customer support centre, parts/logistics, technical support, project management, service, sales and marketing and field service personnel. Acted as the lead sponsor during the implementation of 2 SAP applications for 300 Canadian end-users.