MediphacosManager of Tech Support and Field Service Engineering
Jun. 2013 - Jun. 2016Belo Horizonte Area, BrazilLeaded a team of technical support and field service personnel, which achieved a growth of 230% in the sales of Service Contracts and increased the Service revenues by 78%. • Standardized the service contracts models and their sales policy. Implemented a distributed service network with the creation and standardization of the performance indicators (KPI), field service procedures and technical training
• Prepared the technical documents such as Usability Reports, Risk Analysis Reports, Certificates of Compliance, User Manuals, Service Procedures, Manufacturing Procedures, etc., for regulatory and registration processes of the medical equipment distributed and manufactured by the company accordingly to the the IEC/ISO and Inmetro/ANVISA standards. • Participated in work groups leaded by R&D and Innovation Department to discuss about usability, ergonomics and clinical feasibility of new products such as IOL cartridges, IOL Inserters and ICR packages. • Worked in conjunction with the R&D and Innovation department in the Ideaphacos program. On which, each manager was responsible for leading a multi-functional group of employees in order to implement new initiatives for cost reduction, manufacturing improvement, equipment downtime reduction, waste reduction, resources savings, etc.