Chardon, Ohio, United States
Customer Experience Champion with experience in developing, implementing and managing service strategies focused on the medical diagnostic imaging field. Possess exceptional interpersonal and project management skills; experienced in Salesforce, Workday and Agile; strong written and verbal communication skills and outstanding leadership skills.
Responsible for supporting the North American field service team to address and resolve complex customer satisfaction issues. Served as the conduit between field service and development to investigate systemic issues and develop/implement plans to resolve. Part of the New Product Introduction Team that was responsible for rolling out, monitoring performance and addressing issues associated with new products.
Managed the service business that included over 100 pieces of medical diagnostic imaging equipment, 16 service engineers, a call center and parts warehouse. Enhanced the service infrastructure resulting in improved service performance related to resolution time and strengthened the internal relationship between service and the remainder of the organization,