Christopher Pardo, M.S.

Experience

• 

  Modern Medical Systems

  Jun 2008 - Aug 2010

  Biomedical Equipment Technician

  • Perform preventative maintenance on various medical equipment• Evaluate equipment for safety, efficiency, and effectiveness.• Perform on-call services as needed• Attend safety committee meetings• Perform managerial duties when the site manager is unavailable• Provide in-service training

• 

  Beckman Coulter

  Aug 2010 - Aug 2013

  Field Service Engineer

  • Install and maintain Beckman Coulter instrumentation and systems in a hematology laboratory environment• Participate on a team that resolves customers' problems and issues• Perform on-call services• Travel to various locations in the field to perform preventative maintenance and extensive repairs• Evaluate equipment for safety, efficiency, and effectiveness

• 

  Hologic (Formerly Gen-Probe)

  Aug 2013 - Oct 2016

  Field Service Engineer II

  • Install and maintain Hologic instrumentation and systems in a laboratory environment• Participate on a team that resolves customers' problems and issues• Work as the primary field service engineer at various hospitals and laboratories• Perform on-call services• Travel to various locations in the field to perform preventative maintenance and extensive repairs• Evaluate equipment for safety, efficiency, and effectiveness• Responsible for the installation and service of Hologic products which include electrical, mechanical and software components• Establish and maintain a high level of customer satisfaction with Hologic's products, support and service• Complete all remedial service actions, standard system checks, and required hardware and software upgrades in accordance with approved policies and procedures• Train customers on the basic operation and use of Hologic products• Provide pre and post sales support by maintaining close working relationships with sales and customers to ensure expectations are met and equipment installations are handled as planned• Manage inventory, keep accurate records, and return unused and failed parts promptly Show less

• 

  QIAGEN

  Oct 2016 - now

  • Lead and participate in project teams to improve business & service performance• Provide coaching and support to team manager• Resolve customer escalations with prompt and efficient use of regional resources to include local sales support• Increase customer satisfaction through prompt response to customer calls, clear and effective communications with internal and external customers, and efficient repair/maintenance activities.• Drive financial growth and profitability through active support of new equipment sales, installations, upgrades, contract revenue growth and retention• Manage a team of Field Service Specialists in a large service region (US & Canada)• Supply leadership and direction to direct reports• Aid in developing processes to increase revenue, reduce cost, and improve service efficiency• Work with cross-functional teams to improve service efficiency and to develop correct reporting of key performance indicators• Responsible for timecards, expense reports, and activities of direct reports• Monitor performance on KPIs including PM completion, SLA compliance, FTFR, and NPS• Complete performance reviews of direct reports• Hire, Promote and Lead personnel decision making for region• Develop training plan for region to drive efficiency• Monitor service activities of direct reports and ensure that service obligations are met• Supply support to Director of Field Service• Aid in meeting/exceeding sales targets and related KPIs in relation to maintaining high customer satisfaction • Establish and maintain a high level of customer satisfaction through support and service• Work with Sales, Dispatch, Tech Service, and Global Product Support to increase customer satisfaction• Work with OEMs to ensure that third-party service is in alignment with defined and contracted KPIs Show less • Manage a team of Field Service Specialists in a large service region (US & Canada)• Provide leadership and direction to direct reports• Assist in developing processes to increase revenue, reduce cost, and improve service efficiency• Work with cross-functional teams to improve service efficiency and to develop accurate reporting of key performance indicators• Approve timecards, expense reports, and activities of direct reports• Monitor performance on KPIs including PM completion, SLA compliance, FTFR, and NPS• Perform performance reviews of direct reports• Hire, Promote and Lead personnel decision making for region• Develop training plan for region to drive efficiency• Monitor service activities of direct reports and ensure that service obligations are met• Provide support to Director of Field Service• Assist in meeting/exceeding sales targets and related KPIs in relation to maintaining high customer satisfaction• Establish and maintain a high level of customer satisfaction through support and service• Work with Sales, Dispatch, Tech Service, and Global Product Support to increase customer satisfaction• Work with OEMs to ensure that 3rd party service is in alignment with defined and contracted KPIs Show less • Manage Field Service Specialists• Approve timecards, expense reports, and activities of direct reports• Perform performance reviews• Develop training plan for region• Monitor service activities of direct reports and ensure that service obligations are met• Provide support to Associate Director of Region• Assume the responsibilities of the Associate Director when out of office• Install, maintain, repair, troubleshoot, and support instruments on all levels for hardware and software• Provide support on several platforms and applications• Assist in meeting/exceeding sales targets and related KPIs in relation to maintaining high customer satisfaction• Evaluate equipment for safety, efficiency, and effectiveness• Establish and maintain a high level of customer satisfaction through support and service• Manage inventory, keep accurate records, and return unused and failed parts promptly Show less • Install, maintain, repair, troubleshoot and support instruments on all levels for hardware and software• Provide support on several platforms and applications• Assist in meeting/exceeding sales targets and related KPIs in relation to maintaining high customer satisfaction• Actively promote and sell field service products• Utilize all available tools and relevant databases to input and provide information that will increase effectiveness• Evaluate equipment for safety, efficiency, and effectiveness• Responsible for the service of products which include electrical, mechanical and software components• Establish and maintain a high level of customer satisfaction through support and service• Manage inventory, keep accurate records, and return unused and failed parts promptly Show less

  • Senior Manager Service Solutions

    Apr 2022 - now

  • Manager Service Solutions

    Apr 2018 - Apr 2022

  • Team Lead/ Field Service Supervisor

    Oct 2017 - Apr 2018

  • Senior Field Service Specialist

    Oct 2016 - Oct 2017