Bryan Vick

• Direct and continuously improve product support functions including technical support, repair centers, authorized international service provider partners, service materials forecast, inventory management and logistics
• Launched project resulting in over 10% improvement of on-time shipments
• Modernize service infrastructure for competitive advantage
• Develop training to increase both product and process knowledge for efficient operations
• Manage and provide direction to subordinates to ensure goals and objectives are met. Develop employees for future leadership
• Ensure collaboration with other departments for successful new product launches as well as sustaining updates of existing products
• Responsible and accountable for carrying out company's quality system requirements
• Support cross functional operations objectives outside of service

• Managed team of technical support staff, service engineers, and field service engineers providing direct support for customers representing over 50,000 installed systems
• Implemented process to improve efficiency of service sales orders by 25%
• Put program into place to improve quality of service ticket documentation through regular feedback and rewards
• Collaborated closely with other departments such as sales, engineering, and operations to support higher level corporate objectives
• Support worldwide service initiatives by managing activities such as pricing strategies and technical notification distribution
• Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
• Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands

• Lead of team responsible for customer escalation issues, documentation, and training
• Supported more than ten product program launches
• Service representative for all New Product Introduction teams
• Implemented new process for service documentation distribution worldwide

• Operations department project manager and process owner for SonoSite product structures
• Chaired both End of Life (EOL) and sustaining engineering cross functional teams
• Managed successful implementation of over 30 sustaining engineering projects

• Tier 1 technical support for customers and field representatives, worldwide
• Liaison between high profile customers and inter-departmental employees (e.g. Sales Managers, Clinical Applications Specialists, and Engineers) to identify problem root cause and implement solution

• First line support including dispatch of Field Service Engineers to customer sites
• Created requirements document for selection of new customer service database

• Production Team Coordinator conducting daily meetings and creating weekly production reports
• Trainer qualified on all manufacturing procedures

• Operation of nuclear reactor aboard U. S. Navy warship
• Corrective and preventative maintenance performed on electronic systems

Magna Cum Laude. Member of Beta Gamma Sigma honor society.

Member of Phi Theta Kappa honor society.