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Scott Nelson
Senior Service Development Manager @Thermo Fisher Scientific
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WORK HISTORY
Senior Service Development Manager @Thermo Fisher Scientific
San Francisco, CA, US
Oversee implementation and support for all CE (Capillary Electrophoresis) instruments.• Develop a coordinated product support strategy to support the business and balance competing priorities/systems.• Work closely with other departments to identify opportunities to improve customer satisfaction, improve internal and customer facing processes, and grow service revenues across product portfolios.• Be the liaison between the field, R&D, IT and Management to effectively respond to and escalate critical customer or instrument issues.• Work with internal teams to rapidly establish root cause and resolve the issues identified by the field. Monitor all aspects of Service metrics on all assigned products.• Support internal Service teams, including TAC, Training and technical writers to ensure completion of all required deliverables.
EDUCATION
California State University - East Bay
Master’s Degree, MS in Online Teaching and Learning (MS-OTL)
University of Minnesota
BA, Studio Arts, Army ROTC
Saint Paul College-A Community and Technical College
Technician Diploma, Automotive Service
SKILLS
ABOUT SCOTT NELSON
Teaching, traveling and technology are in my DNA. I have 18+ years experience designing learning & teaching adults, including coaching-mentoring on 6 continents to international multi-cultural audiences. My credentials include Practical Process Improvement (PPI Process Manager), a Master’s degree in Online Teaching & Learning, and Six Sigma Green Belt. I\'m also a multimedia e-learning author and Learning Management System (LMS) administrator, Analytic Troubleshooting Trainer and Proud US Army Veteran.
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