Nolan Rey

About Nolan Rey

Currently holding several titles at Thermo Fisher covering several areas of responsibility.Medical device manager with diverse experience in an FDA-regulated environment.

Experience

1. Interim Global Escalations Manager

   Thermo Fisher Scientific

   May 2024 — Present

   Escalation Management:• Act as the main point of contact for global instrument critical issues within the Global Service Support (GSS) team.• Liaise with internal departments, such as engineering, sales, and customer support, to ensure effective resolution of customer and partner concerns.• Ensure quick and efficient resolution of issues to maintain high customer satisfaction.Process Improvement:• Implement and enforce standard operating procedures.• Continuously improve tools and processes using Power BI and Power Apps to increase efficiency.• Monitor the performance and effectiveness of procedures, adjusting as vital.Reporting and Communication:• Regularly report to senior management on the performance of the critical issues process and its outcomes, including metrics such as the reduction in the age of critical issues, resolution cycle times, ratio of conversion by level, and more.• Coordinate meetings with relevant collaborators to discuss and align on resolution plans.Customer Advocacy and Team Culture:• Advocate for the customer from issue to resolution.• Cultivate a positive and supportive team culture that encourages teamwork, accountability, and continuous improvement.

Education

• California State Polytechnic University-Pomona

  Bachelor of Biology, Pre-Medicine/Pre-Medical Studies

  2011