Mark Hyndman
Global Customer Support Manager, SW/IT Workflow and Internal Instrument Support at Roche Diagnostics
- Role
- Global Customer Support Manager, Sw IT Workflow and Internal Instrument Support at 罗氏公司
- Location
- Tucson, AZ, US
- LinkedIn followers
- 500 followers
Experience
Global Customer Support Manager, Sw IT Workflow and Internal Instrument Support
May 2024 — Present · Tucson, AZ, US
Leads a specialized team providing global support, preventive maintenance, service support, upgrades, and calibration. Manages global training and certification, as well as service documentation, tools, and governance.•Voice of Field/Customer and Subject Matter Expertise to development projects of novel high tech products•Full understanding of team results, GCS charter, reporting on Team KPIs•Strives to deliver strategic solutions within and across the Business Area.•Participates in global and local cross-functional initiatives to improve tools, methods and processes within the Roche global organization to enhance and improve business performance across the Roche instrument and reagent portfolio•Develops and maintains networks of functional groups and geographic locations within GCS and all of Solution Integration and Services (SIS) to accomplish global support goals.•Creates a service and support Center of Excellence (COE) within GCS by developing strategies to support and resource project launches, on-market support, training and documentation activities•Creates and deploys global initiatives in relation to improvements to training and documentation processes•Recruits, evaluates, hires, monitors performance and terminates when necessary, GCS employees. Creates metrics and uses global tools to improve support performance; manage employees by objectives, strives for the completion of yearly ‘stretch’ goals•Manages employee performance through coaching, mentoring, and skill development, ensuring recognition of top performers. Oversees all training activities, including creating training requirements and monitoring compliance.•Manages LifeCycle specific portion of the GCS budget, including discretionary travel costs for Global Trainers and support visits
Skills
- Software Documentation
- Root Cause Analysis
- Injection Molding
- Process Engineering
- Control Logic
- Control Systems Design
- Design of Experiments
- Manufacturing
- Electrical Engineering
- Manufacturing Engineering
- Electricians
- Engineering
- Autocad
- Automation
- Project Engineering
- Engineering Management
- Validation
- Commissioning
- Troubleshooting
- Plc
- Scada
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