At Philips RS NorthAmerica, I directed medical-device service operations across 24 locations and 10 external service providers, overseeing a $10M+ outsourced network. I improved SLA compliance from 82% to 95% and reduced repair backlog by 78% in 12 months.
I established KPI reporting and Power BI dashboards to track service performance, cost, quality, throughput, and provider effectiveness. I used operational reviews to identify capacity constraints, guide resource allocation, and drive corrective action.
At Philips Respironics, I managed repair and service operations supporting approximately 35,000 repair transactions annually, 45+ technicians, and approximately 4,000 DME customers. I maintained a 1–2-day typical repair turnaround against a 3-day objective and reduced repair cost per unit by 38%.
Earlier at Philips Respironics, I supported global training, technical documentation, and equipment development, coordinating training in Hong Kong and Tokyo and developing test equipment for engineering and service operations. My work has included FDA and ISO-regulated operations, CAPA, and medical-device inventory management.
