Ed Bonefont

Senior Director, Worldwide Technical Support Centers (Jun 2011 to Jul 2014) Worldwide Director, Support Services (Sep 2005 to Jun 2011) • Developed and created a performing global team, inter-connected, and focused on meeting commitments. Utilized 4 languages to communicate with various organizational levels and gain alignment. • Responsible for the creation and operation of a Global Technical Center network with locations in NY, France, Singapore, Thailand, and Philippines supporting over 16 languages and 30 sales regions. These centers provide 1st and 2nd level technical support to enable remote fix of equipment providing critical medical results. The center contains 3rd level support for internal field repair associates and customer support for higher level product applications. • Implemented innovative patented pending solutions transforming service in the areas of predictive and real time early detection of potential equipment failures. Service events and equipment issues are predicted up to 30 days in advance with the creation of automated predictive alerts. Shifted business to a predict-maintain model from break-fix. • Other responsibilities to support the success of a global service infrastructure: Revenue, Marketing, Parts Supply Chain & Logistics, Remote Diagnostics, Serviceability Engineering, Service Applications, Technical Training, Equipment Refurbishments, and Compliance. Other Employee locations: NJ, Germany, China, India, and Mexico. • Transformed a global service operation to achieve high rankings in the industry and strong standards of customer satisfaction. Implemented innovative customer offerings and grew Service revenue in the US by nearly 100% over an 7 year period. Achieved excellent service delivery by optimizing assets, energizing and motivating global employees, enhancing service delivery tools, and keeping operational costs flat in a growth environment.