John Wise
Director Global Technical Service | Process Improvement, New Business Development, Repair Service
- Role
- Director Global Technical Service at BioLife Solutions, Inc.
- Location
- Springfield, MA, US
- LinkedIn followers
- 500 followers
Experience
Director Global Technical Service
Aug 2022 — Present · Springfield, MA, US
Oversee the global technical services team of internal in-house and field service engineers, 3rd party service providers, technical support specialists and global technical specialists.Develop scalable field service roles, processes, and training.Create and launch service products.Accountable to achieve defined service revenue targets.Identify strategic opportunities for service revenue and champion best-in-class service offerings.Hire and manage BioLife service personnel. Develop and manage third-party service provider partnerships and develop and monitor performance and financial KPIs. Develop and execute service agreements and qualification/certification status of third-party field service providers.Develop and create service support documentation to include service manuals, IQOQ, PM, and Validation. Develop and implement a training and certification program for technicians managed through the learning management system. Develop and manage service ticketing software within the Salesforce / Servicemax platform.
Education
Worcester State University
Biology
1990 — 1993
Massachusetts Institute of Technology - Sloan School of Management
ACE
2013 — 2016
Skills
- Hardware Diagnostics
- Troubleshooting
- Microsoft Office
- Sales
- Commercialization
- R&D
- Sales Management
- Customer Service
- Genomics
- Manufacturing
- Medical Devices
- Project Management
- Lifesciences
- Strategic Planning
- Laboratory Automation
- Proteomics
- Engineering
- Management
- Continuous Improvement
- Process Improvement
- Biotechnology
- Budgets
- Automation
- Pharmaceutical Industry
- Dna Sequencing
- Operations Management
- Validation
- Product Management
- New Business Development
- Business Development
- Molecular Biology
- Process Simulation
- Life Sciences
- Cross-Functional Team Leadership
- Product Development
- Technology Transfer
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