Andrew Stitzinger is the Vice President of US Service for Mar Cor Purification. Andrew is responsible for the Service, Installation, Customer and Technical Services teams that support Mar Cor’s high purity medical and research water business across the US. Mar Cor Purification is aggressively growing its business in the US via acquisition, organic growth and implementation of new processes and technologies. Additionally, Andrew manages the M&A integration activities for Mar Cor Purification and has been actively involved in the acquisition and integration of six companies over the past seven years.
Chris Lynch is the Vice President of Global Service & Logistics for KCI, a medical device manufacturer and distributor based in San Antonio, TX. He is an accomplished, results‐oriented executive who has had the opportunity to work in a variety of industries (medical, consumer goods, insurance) and companies (GE, Haworth, Zurich Financial Services). Chris has held leadership positions in both financial and operational areas and has contributed directly to company-wide cost savings solutions in excess of $150M over the past five years. His change leadership expertise has afforded him the opportunity to direct global process re-designs across various functional areas as well as successfully lead the recent separation activities of KCI’s Therapeutic Support Systems business divestiture to Getinge AB. He is a dynamic leader that focuses on building high performing teams, is Six Sigma trained through GE and is recognized as a top performer at his current employer.
With over 35 years experience in the Electronics industry, 25 in Radiation Oncology, I began my career with the US Air Force, where my responsibilities included the maintenance of Air Traffic Control Radar systems at various locations throughout the world. From there, I held several different engineering positions including MRI field service engineer, Radar Systems engineer with the Federal Aviation Administration (FAA), and Technology Manager for a large health system in NY. In 2001, I went to work for medical device equipment manufacturer, Elekta AB, as their Director of Field Operations for North America. In my current role with Varian Medical Systems, I oversee Customer Service Support Field Operations including: National and Strategic Accounts, National Technical Support Teams for the Americas, Service Sales Team and Worldwide Service – Particle Therapy
As a Customer Engagement Strategist and Service Operations Executive, Diana Helfinstine has been creating innovative strategies and delivering customer engagement experiences across multiple channels for over 20 years, demonstrating proven results by increasing brand loyalty and revenues, while decreasing operating expenses. Diana is Vice President of Customer Experience for Essilor of America, with a mission to differentiate the customer experience for the world's leader in prescription eyeglass lenses. Previous experience includes senior customer experience roles for leading healthcare providers, Caremark and Merck. Diana is a frequent speaker at customer experience conferences; has been featured in industry publications.
Gary Jones is Sr Dir Customer Care at Masimo Corporation (MASI), a global medical technology company that develops and manufactures innovative noninvasive patient monitoring technologies. Prior to Masimo, Gary was VP, Aerospace Services at Thales Avionics with similar roles at Quantum and AST Computer. Gary’s multi-industry experience spans the high-volume and channel diversity of the personal computer business; the complexity, and high-touch requirements of data storage & robotics; the response and traceability requirements of in-flight avionics and the compliance & reporting needs required by the medical device industry. Gary considers himself to be a true customer advocate that develops support organizations that take responsibility for delivering an extraordinary customer experience; one that can be marketed as a company differentiator. Expertise spans all operational functions of a global service organization, with emphasis on continuous improvement with profitability. Successful careers in product development, program management, technical marketing and customer support provide depth in developing revenue producing service products while continuously reducing costs associated with service delivery. Organizations under Gary's leadership have been recognized by three independent professional associations for delivering best-in-class service operations and practices.
Jeff Clarady has over 15 years of global service and manufacturing experience in the Medical Devices industry. In his current role as Director of Technical Services for the TSS division of ArjoHuntleigh, he is responsible for all facets of repair & maintenance for ArjoHuntleigh’s products. Prior to ArjoHuntliegh, Jeff held similar positions with Kinetic Concepts Inc. and GE Healthcare Life Sciences. Jeff is also a Six Sigma Black Belt.
Jennifer Lescallett is the Senior Director of North America Field Service and Support at Affymetrix, a biotechnology company that pioneered the DNA microarray industry. She leads a team of Field Service Engineers and Applications Scientists that provide specialized support to customers in the Academic, Biotech, and Pharmaceutical industries. Jennifer has over 18 years of experience in the biotechnology sector with an emphasis in genomics and support services. She received a Bachelors of Science degree in Biology at George Mason University.
Jim Greaney is the Vice President of World Wide Customer Excellence for the Siemens Healthcare Organization. In this role Mr. Greaney is responsible for orchestrating efforts to increase customer satisfaction and loyalty by enhancing the customer experience in country and headquarter customer-facing roles through communication excellence and customer-centric behaviors so they become fundamental within the Siemens service culture. His focus is building “service as a differentiator” based upon transforming the service culture for customer-experience differentiation; focusing the organization to achieve #1 position in customer satisfaction in Diagnostic Imaging; and promoting systematic, consistent employee communications and behaviors when interacting with customers to build loyalty. Mr. Greaney has a wealth of Siemens experience joining the organization in Erlangen in 1974, serving in various capacities within the vacuum components division until he transferred to the States in 1986. Since moving to the U.S.A. medical organization he has held various successful positions within customer service before being tasked with establishing a new service marketing organization in 1997. Under Mr. Greaney’s leadership, the CSG service marketing organization became a benchmark. Mr. Greaney graduated in medical physics at the Friedrich-Alexander University of Erlangen/Nuremburg. He has been active in the American College of Radiology and NEMA and is a full member of the American Association of Physicists in Medicine.
Ralph Dacut, Director of Manufacturer Relations at Universal Hospital Services, Inc. (UHS), is responsible for establishing and managing key relationships with UHS’ medical technology manufacturer partners. Ralph has been with UHS for over nine years. Prior to UHS, Ralph worked with Philips Healthcare and the former Hewlett-Packard Medical Products Group for nearly 20. Ralph has held a variety of positions over the course of his career in the medical technology industry, with leadership roles in Field Service Operations, Global Service Marketing, Business Development and Service Sales.
Currently Director of Instrumentation Service Operations for Neuronetics Inc. Over thirty years experience as a medical instrumentation service leader with extensive work in international, manufacturing, and biotechnology. Started four Field Service organizations with Depot Repair and Third Level Support Functions. Has long championed customer service by establishing training programs in response to customer satisfaction surveys.
Scott Safar is a divisional vice president in the headquarters of Abbott, a global diversified health care company devoted to the discovery, development, manufacture, and marketing of pharmaceuticals, nutritional products for children and adults, and medical products, including devices, diagnostic tests and instruments. As a senior member of Abbott Diagnostics, Scott is responsible for U.S. customer and core service operations worldwide. Scott has been in industry 19 years and has functional experience in R&D, quality, commercial sales, and customer service operations. Scott was a key R&D manager during the launch of the Abbott Architect product, a flagship product within the IVD industry. During his tenure as senior director systems R&D and global service at Abbott Molecular, he led the on-time launch for all major systems, including the m2000 realtime PCR RNA/DNA device. He has started-up global service organizations and driven service sales as a business. In addition, he has a proven track record of significantly improving cost profile of mature service organizations while in parallel raising customer delivery and satisfaction levels.
+15 years’ experience in accounting and finance in various industries. Currently the Director of Finance, at Hill-Rom Company, Inc. with +8 years in the Service organization. Has held finance roles of increasing responsibility at Hill-Rom including Finance Manager and Accounts Payable Manager. Held various positions in automotive at Visteon Systems, LLC. In addition, early in her career, she worked in two public accounting firms and managed mortgage and consumer lending in the banking industry. Blakley earned her CPA license in 2004 and holds an active status. She graduated from Ball State University in 1997, attended Xavier University from 1993-95, and will graduate from the Executive MBA program at Xavier University in May 2014.
Steve Nava is the Director of Technical Operations North America Luminex Corporation. He has twenty-three years of experience in field service / technical support related to clinical diagnostic and life science instrumentation. Steve began his started his career as a Field Service Engineer, transitioning into management through service coordination, key account service liaison, regional and national Field Service roles, into his current role leading Field and Technical support at Luminex. His past experience give enables him to see service from many perspectives while focusing on delivering a quality service product to the customer. Service initiatives Steve has lead or participated in include mobile field service solutions, remote diagnostic solutions benchmarking well workforce improvement projects.
Tom Buckley is the Senior Director of Global Technical Service at American Medical Systems (AMS). AMS is leading provider of world-class devices and therapies for male and female pelvic health. Tom has overall responsibility for the Global Technical Service business at AMS. The purpose of Technical Services is to maintain and support AMS supplied capital equipment in a manner that maximizes equipment uptime and performance so it can be utilized on demand to positively impact people’s quality of life. This is done through a global field service team supported by local call centers, technical support, repair centers and training. Tom has been with AMS for six years and is based at the AMS Headquarters in Minnetonka, Minnesota. Prior to AMS Tom was employed for 21 years by MTS Systems in various Operations and Service Management roles. Tom has a Bachelors Degree in Aerospace Engineering and Mechanics (BAEM) from the University of Minnesota and a MBA from the College of Saint Thomas in St. Paul, MN.