Highlights:
Led the product delivery team from technology to a successful product demonstration and launch of Nuvera High Speed Production Printer. Product goals and system specifications were formulated and incorporated into the design and initial build. Schedule, cost and phase approvals were managed and met expectations.
Directly managed 16 Engineering people to complete full system integration of hardware/software for several prototype and production builds. Included development of software requirements, software development and delivery, and system debug for timely delivery of functional systems.
Managed Third Party Software consultants to deliver flexible, reusable LabVIEW Software for the prototype machines and fixtures. This novel approach saved 1 year in development time and allowed rapid progress without using scarce downstream software resources.
Improved product reliability by a factor of three through understanding and prioritizing launch product reliability issues.
Generation and implementation of the Launch Early Warning Blackbelt project
Generation and management of the consolidated and concurred top problem list
Diligent problem identification and resolution to customer issues through action items which included both short and long term resolution to problems
Saved over 30 customer accounts as Customer Care Manager and Third Level Service Support Manager of the Nuvera High Speed Production Printer product.
Improved customer satisfaction by 15% through comprehensive support infrastructure with team focus and rapid response to customer issues
Met quality, cost, and delivery targets through diligent program management by focusing the product delivery team on critical priorities. Maintained technical integration of the Third Party Output Device which significantly improved the quality and robustness of the product.
Consolidated and analyzed customer satisfaction and service data to identify issues and convinced management of need for different levels of support based on the machine service history. Collaborated with value chain partners to develop and pilot the Customer Care Process which resulted in 100% satisfied customers and no returns (Total Satisfaction Guarantees).
Identified a gap in software capability and worked with program and software management to close that gap through detailed planning, additional and shared resources which prevented a six month slip to the program schedule.
Led the strategy conversion of a customer replaceable copy cartridge to a Service Rep replaceable item which improved the life of the cartridge by 30% and saved the corporation over $20M.
Manager of 10 software engineers exceeding quality and schedule commitments. Recommended and delivered software features to improve the hardware performance by 20%.
Created the Bug Extermination program which was an innovative lunch ticket incentive program to identify software problems which resulted in exceeding quality targets by ten times
Key contributor to the development and implementation of the product Get Well package which culminated in hardware, software and service changes which were communicated internationally and improved the product performance by 30% and renewed acceptance of the product in the field.
Led the product delivery team from technology to a successful product demonstration and launch of Nuvera High Speed Production Printer. Product goals and system specifications were formulated and incorporated into the design and initial build. Schedule, cost and phase approvals were managed and met expectations. Over 4000 Units were sold resulting in $300 Million in Revenue
Led the strategy conversion of a customer replaceable copy cartridge to a Service Rep replaceable item which improved the life of the cartridge by 30% and saved the corporation over $20M.
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