Alesia Magon
St. Paul,MN
Summary
Functional Senior Director driving proven results within medical device industry. Manages complex occupational issues while meeting business objectives. Strong operational skills and solid experience regulating policies and managing budget expenditures. Collaborates with management teams and stakeholders to uphold company vision.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Sr. Director Global Technical Support Services
Diasorin & Luminex
2023.09 - Current
- Achieving departmental goals by developing and implementing strategic plans and initiatives for he teams directly reporting to me in EMEA, China, Japan, Singapore, USA and Canada.
- Under my responsibility, there are two 24/7 Technical Support structures with 7 Managers, 2 other direct reports in APAC, and 45 employees.
- Streamlining operations for increased efficiency with process improvements and automation bringing into compliance APAC and EMEA.
- Increased (and still working the plan) employee satisfaction, providing regular coaching and feedback sessions. Run a community work forum to bring team members together.
- Led cross-functional teams to successfully launch new products to Support and Service, meeting deadlines and budgets such as the new service software.
- Working on multiple initiatives and projects for Service and Support in the next 1-10 year plan.
- Developing strong relationships with key industry partners, fostering collaboration and mutual growth opportunities.
- Championing continuous improvement initiatives to drive operational excellence within the organization.
- Instituting formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
- Oversee Support and Service operations and provided corrective feedback to achieve daily and long-term goals.
- Growing talent pool by actively recruiting top-tier candidates from diverse backgrounds while implementing robust training programs for skill development across all levels of staff members.
- Creating an agile working environment, enabling rapid response to changing business needs without sacrificing quality or performance standards.
Director Technical Support Services North America
Diasorin Inc., DiaSorin Molecular & Luminex
2021.11 - 2023.09
- The only leader within the DiaSorin group asked to integrated 3 divisions and 4 business units to one team under one Director during the acquisition within the first 6 months
- Created a unified team that operated according to the same standards, even when the QMS systems were different among the individual business divisions
- Continue to serve as the main point of contact during FDA inspections for service and service compliance
- Managing directly 24/7 Support for US, and Canada for immunodiagnostics, molecular diagnostics, flow cytometry, and life sciences. Dotted line responsibility for APAC and EMEA.
- Push the organization to accelerate growth in the commercial organization by securing the business with a team focused on exceptional customer experience
- Led several CAPA’s around complaint handling and service process improvements.
- Main stakeholder in the US for Corporate led service improvement initiates.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
- Championed corporate social responsibility initiatives that enhanced the company''s reputation in the community and industry at large.
- Monitored and coordinated workflows to optimize resources.
Sr. Manager, Technical Support & Repair Center
Diasorin Inc., Stillwater, MN
2015.09 - 2021.10
- Built three highly responsive, high performance service and support teams by improving workplace experiences, developing career paths, and performance targets that transformed working tempo into to a customer-first culture
- Deliver excellent customer experiences for medical device and product support respond directly with customers and partner with Field Service and Field Applications on a 24/7 basis
- Manage the internal and field service delivery of molecular and chemiluminescent immunoassay technologies to meet the needs of Commercial, Operations, Product Development and Clinical
- Leverage teams and competencies to maintain synergies between US and Canada service teams that yielded a 43% increase in customer satisfaction scores and a Net Promoter score of 67
- Launched a new instrument platform during COVID to aid in point-of-care diagnostics.
- Main liaison between the field service engineers and corporate on service process improvements and main project manager/implementation expert to bring them back to the US.
Supervisor, Technical Support
Diasorin Inc., Stillwater, MN
2013.12 - 2015.09
- Led 24-7 Technical Support for US/Canada and trained team members to deliver higher levels of service experiences that raised company image and customer loyalty
- Supervisor of the year for 2014, change manager and influencer who brought focus to and raised standards for higher quality records management.
Product Support Specialist
Diasorin Inc., Stillwater, MN
2010.11 - 2013.11
- Managed issues across the entire product menu along with associated processes like documentation, investigation, data analysis, NCR, PNC, CAPA, ECO’s and related tasks
- Utilized data and statistical techniques to drive decisions on product performance
- Managed product recalls with associated tasks and communications to management and customers.
Customer Service & Quality Manager
Hypertension Diagnostics, Inc. – Eagan, MN
2007.11 - 2010.12
- Mastered a broad spectrum of medical device operations by providing support to every area of the business and working directly with senior leadership
- Led preparation across all departments for external audits from key agencies such as with BSI (ISO), FDA, and Korea
- Transitioned to consultancy role to generate culture of compliance for quality manufacturing systems and good manufacturing practices (GMPs).
Technical Services Specialist
Diasorin Inc., Stillwater, MN
2010.05 - 2010.11
- Worked to resolve customer technical issues and complaints on CLIA, ELISA, IFA, RIA and serum proteins assays and analyzers aid in effective troubleshooting and to identify solutions
- Became expert operator for primary chemiluminescent immunoassay analyzers: LIAISON and LIAISON XL.
Customer Service Specialist
Lake Region Medical, Chaska, MN
2009.11 - 2010.05
- Performed internal- and external-facing activities to support customer acquisition, retention and service goals
- Ensured accuracy of order entry data and processes and partnered with assigned Sales Associate to anticipate and respond to high profile accounts including Medtronic, Bard and St
- Jude.
Education
Masters of Business Administration -
University of St. Thomas
St. Paul, MN08.2023
Bachelor of Science, Service Management -
University of Wisconsin - Stout
Menomonie, WI12.2006
Skills
- Contact Center Management
- Customer Operations
- Project Management
- Quality Processes (QMS)
- Medical Device Quality Service and Support SME
- Lean Process Improvement
- Customer Communications
- Cross-functional Collaboration
- Creativity and Innovation
- Charismatic Leader
- Service Compliance
- 21 CFR & MDSAP
- Global Team Management
- CRM Implementation
- Technical Team Management
- Critical Listening
- Culture Transformation
- Team Building and Motivation
- Practice Operations Management
- Core Values Management
- Key Performance Indicators
- Collaborative Leadership
- Organizational Development
- Policy Development
- Policy Implementation
- Innovation Management
- Strategic Planning
- Change Management
- Decision Making
- Process Improvement
Leadership Profile
- CliftonStrengths: Strategic, Individualization, Ideation, Relator, Command
- Servant Leadership
- Change Management
- Creative Thinking
- Decision Making
- Strategic Planning
- Budget Management
- Employee Engagement
- Career Development
- Negotiation
- Empowerment
- Employee Retention
- Cross-functional Collaboration
Certification
- Executive Coaching and Development Planning, 2020 - SKS Consulting
- Leadership in the Valley, 2020 - Stillwater Chamber of Commerce
- Trusted Coaches, 2019 - Positive Coaching Alliance
- Lean Principles and Root Cause Analyst Training, 2018
- ValueSelling Training, 2017
- Omnex Certified on Understanding, Documenting and Implementing ISO 13485:2016 and ISO 9001:2015, 2016
- DiaSorin Leadership Circle, 2015 - Lee Hecht Harrison
- Certified Quality Process Analyst, Foundations of Six Sigma, 2012
Accomplishments
DiaSorin Blue Award (employee nominated) - Technical Support Team - March 2019
DiaSorin Blue Award (employee nominated) - Manager of the Year - March 2019
DiaSorin Blue Award (employee nominated) - Manager of the Year - Dec. 2016
DiaSorin Blue Award (employee nominated) - Supervisor of the Year - April 2014
DiaSorin Heart of Service - June 2011
Community Service
- Leadership in the Valley Steering Committee - 2021/2022 & 2022/2023
- Partnership Plan Grant Committee - 2020, 2021, 2022
- DiaSorin Community Outreach Committee, 2017 - 2020
- Youth athletics coach, 2013 - 2020
- Youth Religious Organization, 2002 - 2019
References
References available upon request.
Timeline
Sr. Director Global Technical Support Services
Diasorin & Luminex
2023.09 - Current
Director Technical Support Services North America
Diasorin Inc., DiaSorin Molecular & Luminex
2021.11 - 2023.09
Sr. Manager, Technical Support & Repair Center
Diasorin Inc., Stillwater, MN
2015.09 - 2021.10
Supervisor, Technical Support
Diasorin Inc., Stillwater, MN
2013.12 - 2015.09
Product Support Specialist
Diasorin Inc., Stillwater, MN
2010.11 - 2013.11
Technical Services Specialist
Diasorin Inc., Stillwater, MN
2010.05 - 2010.11
Customer Service Specialist
Lake Region Medical, Chaska, MN
2009.11 - 2010.05
Customer Service & Quality Manager
Hypertension Diagnostics, Inc. – Eagan, MN
2007.11 - 2010.12
Masters of Business Administration -
University of St. Thomas
Bachelor of Science, Service Management -
University of Wisconsin - Stout
- Executive Coaching and Development Planning, 2020 - SKS Consulting
- Leadership in the Valley, 2020 - Stillwater Chamber of Commerce
- Trusted Coaches, 2019 - Positive Coaching Alliance
- Lean Principles and Root Cause Analyst Training, 2018
- ValueSelling Training, 2017
- Omnex Certified on Understanding, Documenting and Implementing ISO 13485:2016 and ISO 9001:2015, 2016
- DiaSorin Leadership Circle, 2015 - Lee Hecht Harrison
- Certified Quality Process Analyst, Foundations of Six Sigma, 2012
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