Mark Hagen

Mark Hagen is the Global Operational Excellence Manager for Customer Care Solutions (CCS) at Carestream Health, Inc. and has over 29 years experience in the medical devices service industry. In his current role, he is responsible for upstream development of remote services technology solutions and leads the global Service organization’s Customer Experience (Net Promoter Score) Program. Mr. Hagen has led Carestream Health’s CCS organization’s efforts to consistently exceed customer’s expectations, through improvements in services delivery processes and technologies, and driving for consistency in the service delivery behaviors that are meaningful to customers. He also represents the global Service organization, as a core development team member for Carestream’s Smart Link remote service technology platform. Mr. Hagen’s professional accomplishments have revolved around enhancing medical field services delivery, development of service technology platforms and creating better experiences for medical device customers worldwide. Mr. Hagen’s career has allowed him opportunities to work for GE Healthcare, Toshiba Medical Systems, G.E. Walker, and Carestream Health. He has worked on the frontlines as a field service engineer, developed remote service solutions as a service systems engineer, and held many diverse senior management roles; including key leadership responsibilities in the areas of field service and support operations, service commercialization for new products’, service R&D, service IT, service delivery platforms development and customer experience programs. Mr. Hagen holds two degrees, as a Bachelor of Science in Electronics Engineering Technology and a Master of Business Administration. He is also a trained Six Sigma Black Belt. When not at work, Mark is a wildlife conservation enthusiast and an avid supporter of his three children’s scholastic, sports, music, and technology interests.