JORGE MENDEZ
Miami,FL
Summary
Professional manager with significant expertise in overseeing complex projects and objectives within the healthcare, construction, and technology sectors and ensuring timely delivery. Skilled in technical management, service management, project management, strategic planning, budget management, and risk assessment. Strong focus on team collaboration, fostering results-driven environment, and adapting to changing needs. Known for reliability, leadership, and effective communication. Marine Corps Veteran.
Overview
25
25
years of professional experience
Work History
Project Manager
National Service Pros
02.2024 - Current
- Project Manager with experience leading external and internal projects such as installations as well as leading change within HVAC Business functions such as Call Center, Dispatch, Service Management, Logistics, Reverse Logistics, Project Management, Quality, Sales, and more
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Monitored project performance to identify areas of improvement and make adjustments.
- Managed projects from procurement to commission.
- Fostered a culture of innovation and creativity within the project team, leading to improved problem-solving capabilities and enhanced outcomes.
Lead HVAC Technician
Freezing Point Air Conditioning
06.2023 - 01.2024
- EPA Certified Technician (Universal) with experience in leading the repair, maintenance, and installation of HVAC systems
- Performed troubleshooting on HVAC systems to determine root cause of issues.
- Performed comprehensive preventative maintenance on various types of HVAC equipment, prolonging their lifespan.
- Enhanced customer satisfaction by providing prompt and professional service for all HVAC-related issues.
- Developed strong relationships with clients through exceptional communication skills, leading to repeat business opportunities.
Customer Success Manager (Project Manager)
Karl Storz Endoscopy
12.2022 - 03.2023
- Managed overall growth, effectiveness, and profitability of Operation Room installation projects within assigned projects in region
- Delivered world class customer service
- Lead regional role in ensuring timely and accurate Operating Room installations, with hyper focus on customer success and satisfaction
- Additionally, worked to maintain continuous horizontal alignment with the service and deployments verticals; together ensuring a best-in-class experience
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
Director of Service Sales
Med-Lab Imaging (Siemens Healthineers Partner)
01.2022 - 10.2022
- Accountable for the overall success of the Service Sales department as it relates to booking revenue and meeting quota targets for recurring service agreement revenue
- Involved and lead internal and external escalations to find a path towards resolution, not only within the department, but also within a matrix environment, where internal company coordination with other support functions, departments, and the end user – at all levels – is critical
- Built a forecasting and monitoring system for lead generation and tracking
- Designed and built an automated approval and auditing system for service agreement quoting and follow-up
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Surpassed 2023 service sales quota by end of 2nd quarter
- Successfully introduced and integrated new service offerings into service product portfolio
- Was a primary point of contact for escalations and worked on recovery plans towards resolution
- Led a team of 4 direct reports and worked successfully in a matrix environment
Solutions Development Executive
Med-Lab Imaging (Siemens Healthineers Partner)
02.2021 - 01.2022
- Responsible for the development of new service offerings for the company’s service portfolio
- Developed and reported on internal service sales KPIs and Dashboards, as well as other tools for tracking renewals, installations, and other trigger points for our team to act on opportunities proactively
- Met with end users during different phases in a consultative manner to create trust, the building block of relationship building, and managed many “white board” sessions to ensure input from customer stakeholders to ensure our offerings and expectations were aligned
- Led two successful RFP awards in less than a year for radiology and asset management services at two major healthcare systems
- Led the renegotiation, strategy, and presentation of a master service agreement across two major IDNs with several hospitals, outpatient centers, and ambulatory surgical centers in less than a year
- Introduced new service offerings based on market and industry needs
- Designed, organized, and delivered on-going and valuable quarterly business reviews for partners
- Led and managed projects successfully in a matrix environment
Service Operations Manager
Ion Beam Applications (On-site role at Baptist Health Miami Cancer Institute)
09.2017 - 02.2021
- Hired mid-project to manage the completion of the first proton therapy system in South Florida
- Managed and mentored a team of11 engineers and technicians through the installation and turnover of three full rotating gantry rooms and an accelerator
- Afterwards, managed the day-to-day operations with the staff to ensure stable and accurate beam (particles that are accelerated) from a dedicated control room was available to the MCI oncology therapists for patient treatment
- Developed and reported on internal service KPIs and Dashboards, as well as other tools for tracking parts returns, updates/upgrades, uptime performance and other service indicators to ensure system functionality, stability, and availability for patient care
- Hired as a positive change agent and leader to finish the installation of the IBA Proton Therapy system
Operations Manager
Med-Lab Imaging (Siemens Healthineers Partner)
04.2015 - 09.2017
- Responsible for company operations efforts across all internal departments to ensure that the delivery of service and support functions ran effectively and efficiently
- As part of this role, I led the successful implementation of a CRM/CMMS that replaced a manual and paper record driven system
- Worked very closely with Field Service, Project Management, Service Support, Logistics, Finance, and Accounting department leaders and SMEs to ensure software and its implementation met and/or surpassed internal and external needs
- Developed and reported on new internal and external operational KPIs and Dashboards
- Lead company into its first paper-less service delivery platform
- Designed and leveraged new capabilities to enhance customer experience and operational effectiveness and efficiency
- Led and managed a team of4 direct reports and worked successfully in a matrix environment
Project Manager, Installations and Strategy
Med-Lab Imaging (Siemens Healthineers Partner)
09.2012 - 04.2015
- Responsible and accountable for successful project delivery cycles for end users from start to end
- Worked with Field Service Installation teams, Architects, End-user Project Managers, C-Suite and other stakeholders, Construction companies, the Siemens factory, and external logistics vendors, among many other entities to ensure that the end user’s experience, from initial design discussions to equipment training was successfully executed and met end user expectations
- Led several radiology and imaging installation projects concurrently across entire project
- Responsible and accountable for project performance metrics: financial, on-time, desired results/outcomes, etc
- Worked with Sales and Service functions to ensure a symbiotic and strong relationship existed so that customer success and retention were high
- Led and helped develop solutions to issues and roadblocks, regardless of fault or ownership
- Worked in a consultative and collaborative manner with all levels of stakeholders and leadership
Field Service and Installation Engineer
Med-Lab Imaging (Siemens Healthineers Partner)
04.2005 - 09.2012
- Responsible and accountable for the service and startup of MR systems within the South Florida Region
- Worked closely with Sales, Project Management, and Operations to startups had the support and required items to meet project deadlines and expectations
- Occasionally worked with mechanical installers to assist with cabling, connections, and assembly of equipment to meet deadlines
- Promoted to a Key Account Engineer during this period helping to oversee and manage the service requirements, responsibilities, and customer satisfaction and success for the University of Miami Health system and its Siemens imaging assets and projects
- Provided support and served as a liaison between the University of Miami and Siemens Healthcare regarding the execution and support of multiple Master Research Agreements
- Promoted and practiced a proactive service approach with all field sites where building, fostering, and sustaining strong customer relationships was always a high priority
Sergeant
United States Marine Corps
07.1999 - 07.2004
- Responsible and accountable for the service and maintenance of Air Traffic Control Equipment for the Marine Air Squadron2 Detachment Bravo in North Carolina
- Led and managed a team of20 Marines and served as an Acting Maintenance Chief during Operations Enduring Freedom and Iraqi Freedom
- Deployed to Japan, Djibouti, Kyrgyzstan, and Uzbekistan in support of mission objectives
- Once a Marine, always a Marine
- Promoted meritoriously to E-3 and E-4
- Deployed to Okinawa, Japan during first overseas deployment and worked at a fixed air station for1 year
- Deployed to Kyrgyzstan and Uzbekistan to provide a hybrid fixed and expeditionary air traffic control capabilities to the region in support of Operation Enduring Freedom
- Used by several coalition countries and their fighter and support aircraft
- Deployed to Djibouti and Horn of Africa region in support of Operation Iraqi Freedom
Education
MBA - Healthcare Management
Florida International University
Miami, FL2013
Project Management Professional (PMP) -
Nova Southeastern University
Miami, FL2013
Lean Six Sigma Black Belt -
Florida International University
Miami, FL2013
Construction HVAC Contractor -
State of Florida
Miami, FL01.2024
Skills
- Project management
- Project planning
- Team leadership
- Customer service
- Customer service management
- Conflict resolution
- Team collaboration
- Relationship building
- Strategic planning
- Client relations
- Customer relations
- Stakeholder communications
- Staff management
- Work flow planning
- Advanced problem solving
- Budgeting and forecasting
- Coaching and mentoring
- Data analysis
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Project Manager
National Service Pros
02.2024 - Current
Lead HVAC Technician
Freezing Point Air Conditioning
06.2023 - 01.2024
Customer Success Manager (Project Manager)
Karl Storz Endoscopy
12.2022 - 03.2023
Director of Service Sales
Med-Lab Imaging (Siemens Healthineers Partner)
01.2022 - 10.2022
Solutions Development Executive
Med-Lab Imaging (Siemens Healthineers Partner)
02.2021 - 01.2022
Service Operations Manager
Ion Beam Applications (On-site role at Baptist Health Miami Cancer Institute)
09.2017 - 02.2021
Operations Manager
Med-Lab Imaging (Siemens Healthineers Partner)
04.2015 - 09.2017
Project Manager, Installations and Strategy
Med-Lab Imaging (Siemens Healthineers Partner)
09.2012 - 04.2015
Field Service and Installation Engineer
Med-Lab Imaging (Siemens Healthineers Partner)
04.2005 - 09.2012
Sergeant
United States Marine Corps
07.1999 - 07.2004
MBA - Healthcare Management
Florida International University
Project Management Professional (PMP) -
Nova Southeastern University
Lean Six Sigma Black Belt -
Florida International University
Construction HVAC Contractor -
State of Florida
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