Professional Documents
Culture Documents
Core Competencies
Service & Support Strategy a Product Strategy / Product Life Cycle Management a
Customer Relations
Product Marketing / Product Positioning a Continuous Process Improvement a ISO 9
000 / Quality Control
Relationship Building a Strategic Resource Planning a Vendor Management a Cost A
voidance
Coaching, Mentoring, & Motivation a Team Building / People Management a Training
& Development
PROFESSIONAL EXPERIENCE
VISION RESEARCH INC., Wayne, New Jersey a 2008-2010
Global Service & Support Manager
Drove strategy and performance for 4 repair centers in the U.S., Japan, and Euro
pe that handled 800 yearly work orders. Devised and introduced a performance man
agement framework, including key performance indicators. Directed the developmen
t and continuous improvement of standard operating procedures. Provided leadersh
ip, guidance, and training to a team of 9.
a Transformed the service organization into a performance and improvement-driven
culture.
a Aligned all 4 facilities under a single data management and performance measur
ement system.
a Boosted the warranty conversion rate to 92% out-performance using a warranty s
ales strategy.
a Launched a comprehensive training and skill development curriculum for the Tec
hnician team.
a Propelled repair sales ahead of plan by 4% and upgrade sales by 18%.
OLYMPUS SURGICAL & INDUSTRIAL AMERICA, Orangeburg, New York a 2001-2008
Product Manager (2005-2008)
Orchestrated the Olympus Semiconductor inspection equipment product life cycle f
rom concept to launch, producing $3 million of the $18 million Industrial Micro
Imaging revenue base. Optimized competitive positioning by keeping close tabs on
the marketplace and translating customer needs into innovative products. Coordi
nated the product strategy across various groups around the globe, including sal
es, manufacturing, and third party service provider teams. Applied hands-on mana
gement and review of the equipment installation and repair functions.
a Designed the booth set-up and product presentation strategies for the largest
convention of the year.
a Controlled content and resource allocation pertaining to customer product demo
nstrations.
a Bolstered sales, profits, and market share by pioneering a trade-in / discount
purchase program.