2007- Present SCIEX MA, USA SCIEX formerly known as Applied Biosystems and AB SCIEX was acquired in November of 2009 by Danaher.
SCIEX designs and manufactures scientific instrumentation, software and services.
SCIEX is a brand of the Danaher Life Sciences & Diagnostics business.
Danaher is a diversified technology company that designs, manufactures, and markets Testing Instrumentation, Medical Technologies, and Industrial Technologies.
Head of Global Service Training Manage and administrate a global training budget of $3.5M that entails: 3 Regional training centers (Framingham MA, Singapore and Darmstadt Germany) and 11 Global Training Professionals.
Use customer satisfaction measures such as the Net Promoter Score (NPS) to drive continuous improvements around training and product quality.
Implemented a strategic training vision to support the transformation of the service organization: Implemented an interactive Diagnostic Troubleshooting software system for global service & support to improve first time fix, mean time to repair, reduce service costs and reduce customer down time.
The system provides real-time monitoring/diagnosis and diagnostic/maintenance data with trending reports Optimize the consolidation of training efforts and content between sales, service and customer training Integrated a competency dashboard system into the service business to improve customer satisfaction, service proficiency and performance.
This system provides the organization with the ability to deliver adaptive training based on new market entry, new talent or target key skill sets to help drive organizational change.
Developed associates core competency models and performance matrix and integrated into the Competency Dashboard.
An interactive tool that enables both associates and management to highlight potential skill gaps, provide a guide to career opportunities and growth, track development plans and performance.
Fullfilled a digital strategy for the service organization that captures shared and repurposed content in a secure digital repository across several SCIEX departments (customer education, manufacturing, Field application and service) and makes it available both online and offline via a secured proprietary digital player.
Integrated a training strategy on In Vitro diagnostic (IVD) products for service.
Worked closely with Quality, Regulatory, IT and department leaders to help launch Master Control throughout the organization for Customer Complaint Handling and Field Issue Reporting.
Integrated soft skills learning for the service associates "Blueprint for Success" Involved in the planning & integration of an acquired company (Eksigent) into the service and training organization Implemented Key Performance Training Scorecard to help the training team set coherent and aligned objectives with those of the business needs.
Implemented Daily Visual Management on Training effectiveness to help drive change and continuous improvement Introduced a multi-phase sales training strategy for the company that entailed embedding a selling philosophy to the organizational fabric of marketing, service, sales & support.
Work with cross functional teams (Customer training, Product Marketing and Service Product Managers) to manage training resources to support service and customer training on new and existing SCIEX products.
Develop/implemented customer service training on product maintenance - implemented several tiers of maintenance training from Triage to full Service Training Chair Environmental Health & Safety for SCIEX Framingham facility In 2007 - 2010 managed a team of 23 Global Technical Training professionals and 23 Information Development professionals.
Assembled a Global service training function to develop and deploy service training globally-responsible for 4 regional training facilities located in Narita Japan, Darmstadt Germany, Framingham MA and Foster City in San Francisco Put into operation a corporate Learning Management System in partnership with IT and place standard work around its operation and eLearning development tools.
Achieved Initiatives Relocated training facilities and managing training assets to a savings of $250K/yr.
Deployment of multimedia digital content on on service procedures, troubleshooting, online learning and the repurposing of content for rest of SCIEX organization- $900K in 2012 Set up a training facility in Germany that returned a cost savings of $700K/yr.
2015 Brandon Hall Group -BRONZE AWARD- Excellence in Talent Management, Best Advance in Competency Management.
2009 Chief Learning Officer -GOLD AWARD - Learning in Practice Award for Global Learning 2008 Chief Learning Officer -SILVER AWARD - Learning in Practice Award for Innovation 2002 - 2007 Waters Corporation MA, USA Waters Corporation is a manufacturer and vendor of complementary analytical technologies - liquid chromatography, mass spectrometry, rheometry and microcalorimetry.
The company is headquartered in Milford Ma.
And employs 5000 people worldwide.
Manager of Worldwide Sales Training and Competitive Marketing The position entailed assembling and managing a professional international training team for the development and deployment of sales & technical training programs for a technology based company (liquid chromatography, mass spectrometry, software and application).
This position required the ability to evaluate and assess different business units learning requirements, develop strategic programs, establish curricula for the separate business units and put into practice performance metrics.
Developed a sales training program for product management and marketing.
Directly worked with this team in reviewing customer facing content such as seminar presentations, marketing and sales collateral.
Encouraged their involvement in all product sales training programs Directly involved in the implementation of a manager led sales coaching program in Asia that enabled managers to develop their sales organization.
Designed and organized Global sales launches that yielded quick revenue returns for the company.
Partnered with marketing team to review marketing collateral for sales Implemented a strategic sales training program for a handful of high powered sales account managers.
This program was developed to capture an emerging market with a new product offering.
This program has enabled the company to triple its revenues in this market space within two years.
Assembled a highly visible and impactful international training team responsible for delivering technology, product and selling skills training programs.
Devised a two-year strategic plan to take the training organization from classroom based learning to a blended elearning solution.
Incorporated online learning as a channel for delivering succinct information to the sales organization.
Implementation to bring to the organization a Learning Management System.
Coordinating central training repository for a decentralized training organization.
Developed program metrics based on participants knowledge, performance and applied behavior.
Implemented an assessment program with training metrics Achieved Growth Initiatives: Developed a two year formal training program for new hires Oversaw the development and deployment of several key market based training programs for Sales & Support organization in Pharmaceutical, Environmental, Food safety market, Fine chemicals and Polymer Measured 15%/yr sales growth for new hires over a three year period.
Principal Sales TrainerJan 1999 to Jan 2002 Waters Corporation － MA
Field Technical/Application SpecialistJan 1995 to Jan 1999 Waters Limited ON
Developed and delivered customer technical training on the science of LC/MS, respective applications and related LC/MS hardware and software products.
Provided the organization with pre and post-sales support on products, applications and consumables.
Provide the service organization support on application issues.
Actively participated in escalation issues.
Post-Doctoral FellowJan 1994 to Jan 1995 University of Waterloo
Worked on feasibility study of certain Advanced Oxidation Processes for the decontamination of drinking water.
Managed and acted as the technical resource to undergraduates and graduate students.
Doctorate of Philosophy, Physical Environmental Chemistry1994The University of Calgary, Province of AlbertaCanadaPhysical Environmental Chemistry
Bachelor of Science, Analytical Chemistry1988Concordia University － Province, Quebec, CanadaAnalytical Chemistry
Diploma, Pure & Applied Science1982Dawson College Province of QuebecCanadaPure & Applied Science
Dept. of Civil Engineering ON
Organizational Development 16 Years of comprehensive experience in adult learning, 13 years experience in establishing and developing Global product launches Evaluation & implementation of new learnig technologies and practices Competency Modeling - Competency Based Training, Assessment & Dashboard Mentorship program Curriculum Design & Instruction Coaching and Team Development Strategic programs and product introductions Project and Visual management Process & Continuous improvement Evaluative Measurements and ROI Analysis Learning Management Systems Leadership 13 years in a leadership role managing small and large global teams Integrity, Courage and Humility Excellent organizational and communication skills Strong leadership qualities and time-management skills Effective cross functional collaborator Strategic vision Implement, drive, track, lead & manage projects across multiple organizations in deadline-driven environment Superior presentation and marketing skills champion of complex change Business Acumen Financial analysis, forecasting & managing budgets of $3M to 7M. Strong business strategy & business planning experience Genuine understanding of Sales, Service, Customer Support, Product Development Applying Danaher's continuous improvement process and Business Systems Excellent negotiation
Fluent in several languages
hardware, English, feasibility study, French, Processes, sales support, technical training