Open to opportunities

Hermie Abejero

@hermieabejero

Customer service leader with 30+ years supporting diagnostic equipment, improving KPIs, and strengthening client satisfaction.

Philippines

Message

What I'm looking for

I’m looking for a role where I can lead customer service and service support for diagnostic equipment, drive measurable KPI improvements (NPS/response time), strengthen compliance, mentor teams, and collaborate cross-functionally to grow long-term client partnerships.

I’m a results-driven Customer Service leader with 30+ years of experience in diagnostics equipment support, leading cross-functional teams to ensure “effective support for sales and service teams.” Across roles like Customer Care Manager, Professional Service Manager, and Field Service Manager, I’ve owned service operations for hospitals, clinics, and biomedical engineers, while keeping service activities aligned with regulatory and company requirements (FDA, ISO).

I lead and coach teams (25 to 28 professionals nationwide), streamline customer support processes, and monitor KPIs to drive continuous improvement—improving response time and increasing customer satisfaction ratings (NPS). I also manage spare parts inventory, training programs, and compliance-focused complaint handling and escalation, using CRM systems including REXIS and Salesforce to maintain accurate, timely records and reports for executive leadership.

Experience

Work history, roles, and key accomplishments

Customer Care Manager

Jarc Group of Companies

Nov 2020 - Aug 2023 (2 years 9 months)

Led and managed a team of 25 customer service professionals nationwide supporting hospitals, clinics, and biomedical engineers. Streamlined support processes to improve response-time KPIs and increase customer satisfaction (NPS), while ensuring regulatory compliance, managing spare parts inventory, and securing long-term client contracts.

Customer service management Team Leadership Diagnostics Equipment Support SLA Management Process Improvement CRM (Salesforce)SAP Regulatory Compliance ISO KPI Reporting Training & Coaching

Field Service Manager

Ortho Clinical Diagnostics

Jul 2012 - Aug 2023 (11 years 1 month)

Directed field service operations to ensure Ortho Care adherence to global policies, guidelines, and compliance requirements. Ensured timely closure of breakdown calls and scheduled preventive maintenance, managed spare parts levels and usage, monitored instrument performance, and coordinated leadership activities for internal and external customers.

Field Service Management Breakdown Call Management Compliance Management Asset Management Field Operations

Professional Service Manager

Roche Philippines

Jul 2018 - Aug 2020 (2 years 1 month)

Managed a service support team of 28 handling inquiries, troubleshooting, and maintenance of diagnostic equipment across the Philippines. Maintained accurate CRM data (REXIS and Salesforce), managed spare parts inventory and pricing lists, coached managers to meet KPIs, and ensured compliance with regulatory standards.

Support Management Maintenance Operations Salesforce Parts Management Performance Coaching KPI Management Regulatory Compliance Training Development

Senior Field Service Engineer

Abbott Diagnostics Division

Dec 1990 - Jul 2012 (21 years 7 months)

Served major hospital and laboratory key accounts in the greater Manila area, providing technical information to sales and supporting product presentations. Performed site inspections, quality control checks, preventive maintenance, software upgrades, troubleshooting and repairs, analyzed instrument logs via Abbott Link, and delivered hands-on training to laboratory personnel.

Quality Control software upgrades Troubleshooting Abbott Link Log Analysis Electronic Service Tickets Laboratory Training

Technical Head

Blue Sky Trading

Mar 1990 - Dec 1990 (9 months)

Led after-sales technical support by supervising and dispatching field technical personnel and coordinating instrument installations. Handled customer complaints and developed strategies to increase service revenue.

After Sales Support Team Supervision Field Operations Management Process Coordination