Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Catherine Prendiville

Fawn Grove,USA

Summary

Accomplished leader specializing in process improvement and team development. Demonstrated success in utilizing Lean methodologies to enhance operational efficiency and foster a collaborative team environment, resulting in sustained improvements and high customer satisfaction.

Overview

11
11
years of professional experience

Work History

Territory Service Manager

Tektronix
01.2019 - 11.2024
  • Led multiple teams consisting of CSR’s, Technicians and Remote onsite technicians in multiple Territories in the Northeast focusing on Service Delivery in high volume laboratories and customer sites, focusing on Team Development, Growth, Productivity, and P&L Management.
  • Grew profit margin from 5% to 23% in 1 year by managing costs and utilizing Lean Principles to drive productivity and reduce overall waste within processes.
  • Responsible for cost savings measures leading to savings of 100k in 1 year.
  • Collaborated with and Supported Sales and operations teams to drive Sales of Services within the Territory though relationship building with customers.
  • Managed Key customer Accounts within the Medical Industry, Aerospace and Defense, Automotive Industry.
  • Managed Key metrics in Territory by utilizing Daily Management to view where we are 'winning and Losing' while working on countermeasures to succeed in Key deliverables.
  • Consistently developed team utilizing cross functional training Matrix ensuring employee development.
  • Improved employee engagement from 40% to 80% through team collaboration and consistent feedback by coaching and developing team members.
  • Developed, improved and implemented processes though use of Lean Principles specific to 5S, Standard Work and TPI.
  • Lead and Facilitated multiple Kaizen events across the Network leading to 30% sustained improvement.

Business Development Manager, Calibration and Repair Services

Vaisala Inc.
Woburn, MA
11.2016 - 01.2019
  • Conducted research to identify markets and customers targeted towards growth and development of Calibration & Repair Service Center.
  • Promoted the company’s products and services addressing customers’ needs and predicting future needs and objectives.
  • Developed and built long term customer relations through regular contact by on-site visits and phone calls to instill confidence and integrity of our company.
  • Worked with customers to help choose the correct calibrations required to adhere to their Quality Management System along with their process requirements while also been instrumental in the development and implementation of cloud based systems working with developers in ensuring Salesforce, online store and Oracle worked together.
  • Managed Key account customers or potential Key account customers by collaborating with Sales and Service teams to create customized agreement programs in line the customers’ needs and wants.
  • Provided trustworthy feedback to all business areas to develop and help foster the aftersales process.
  • Sold Services and Contracts to new and current customers dependent on their needs.
  • Collaborated with marketing team to help develop Service business Marketing Material, with key objectives of building brand awareness through advertising, tradeshows and webinars within agreed budget.

Service Manager, Calibration and Repair Services

Vaisala Inc.
Woburn, MA
07.2016 - 10.2016
  • Implemented the processes and procedures for the addition of a new product line to the Woburn Calibration lab.
  • Developed and trained both the Calibration Technician Team and the Service Coordinator Team to understand both the new product line and the customer base for this product line.
  • Ensured adequate and appropriate personnel and resources were available to meet projected growth.
  • Planned for future competency requirements.
  • Involved in the development of the Online Store tool as well as other Vaisala developed tools to support digitization and promotion of Vaisala Calibration and Repair Services.
  • Led a Customer Service frontline team consisting of Coordinators and Technical Support Specialists and developed and reorganized the team to ensure we were meeting business needs in terms of growth for the business by improving the capability, productivity, activity and morale of the respected teams.
  • Collaborated on the development of Sales Agreements based on product and customer knowledge to drive growth and customer commitment.
  • Continuously improved team efficiency.

Service Center Manager, Calibration and Repair Services

Vaisala Inc.
Vancouver, BC
01.2015 - 06.2015
  • Led a team of 4 calibration technicians, 3 Service Coordinators and 1 Calibration Development Engineer.
  • Ensured the success of the Vancouver Service Center Relocation project while maintaining OTD and high customer satisfaction scores.
  • Coached and trained all team members on all processes and procedures related to their roles and responsibilities.
  • Encouraged individuals to challenge themselves and develop new skills outside of their immediate scope and skill set to foster a sense of ownership and continual development.
  • The overall result was a well-rounded, capable and progressive team.
  • Conducted meetings with the team, focusing on quality and customer issues with a key focus on development of technical competencies and critical thinking skills.
  • Continually focused on improvement of departmental processes and procedures, to reduce errors, laboratory downtime and eliminate redundant efforts through the use of PDCA and 6S techniques.
  • Managed the supply chain, to support and ensure OTD for all customer owned units passing through the Calibration and Repair Service center, using Cycle Count and Physical Inventory practices to maintain sufficient materials.

Supervisor, Calibration and Repair Services

Vaisala Inc.
Vancouver, BC
01.2014 - 01.2015
  • Maintained high customer satisfaction scores throughout 2014 by setting the daily priorities and managing the workflow daily.
  • Successfully reached the 15% annual growth target, through team development, process improvement activities and material flow management.

Education

Bachelor of Science - Chemical and Instrumental Analysis

Limerick Institute of Technology
Limerick, Ireland

Associate of Science - Environmental and Analytical Science

Limerick Institute of Technology
Limerick, Ireland

Skills

  • Operations planning and execution
  • P&L management
  • Lean principles
  • Relationship building
  • Process improvement
  • Cross-functional training
  • Customer relationship management
  • Lean manufacturing
  • Team development
  • Change management
  • Business improvement strategies
  • Training and development

Accomplishments

  • Develop Talent: Responsible for developing personal within the Territory prioritizing this goal as it ensures high performing teams across the board meeting and exceeding goals
  • Drive Performance: Focused on Utilizing Lean Principles specific to Standard Work, 5S to drive Productivity and overall improve Employee Engagement, Profitability and Utilization
  • Meet and Exceed Business Goals: Consistently met and exceeded goals in Safety, Productivity, Utilization, Profitability, Quality and Customer Satisfaction

Timeline

Territory Service Manager

Tektronix
01.2019 - 11.2024

Business Development Manager, Calibration and Repair Services

Vaisala Inc.
11.2016 - 01.2019

Service Manager, Calibration and Repair Services

Vaisala Inc.
07.2016 - 10.2016

Service Center Manager, Calibration and Repair Services

Vaisala Inc.
01.2015 - 06.2015

Supervisor, Calibration and Repair Services

Vaisala Inc.
01.2014 - 01.2015

Bachelor of Science - Chemical and Instrumental Analysis

Limerick Institute of Technology

Associate of Science - Environmental and Analytical Science

Limerick Institute of Technology

Similar Profiles

CREATE PROFILE