Chris McCourry
Indio,CA
Summary
Dedicated to streamlining operations and decreasing costs, A strong leader and problem-solver committed to promoting organizational efficiency. With independent decision-making skills and sound judgment, consistently making positive contributions to company success. Encouraging manager and analytical problem-solver, excelling in team building, leading, motivating, and maintaining excellent customer relations. Possessing a natural aptitude for building relationships and proficient in using independent decision-making skills to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
40
40
years of professional experience
Work History
Customer Services Manager
Siemens Healthineers
01.2021 - 10.2024
- Boosted company reputation with exceptional handling of high-priority client accounts.
- Oversaw conflict resolution efforts, ensuring satisfactory outcomes for both customers and the business.
- Increased team efficiency through effective staff training and performance monitoring.
- Analyzed customer feedback data, identifying areas for improvement in policies or procedures.
- Delivered and presented quarterly business reviews (QBR) to C-Suite management, documenting feedback and pain points and followed up timely with results of inquiries.
- Maintained accurate records of all interactions with clients, using this information to make informed decisions about future interactions or service improvements needed.
- Managed a diverse team of 6 customer service engineers, fostering a positive work environment for increased productivity. Coordinated regular CSE team meetings to discuss performance metrics, share insights, and provide ongoing support for success in their roles.
- Took ownership of customer issues and followed problems through to resolution.
- As Customer Service Manager of my account working in tandem with my fellow team members, we promptly grew our revenue by 3M in the first year. Having a keen focus on growth, and margin, Able to increase the bottom line for our company resulting in a team success award for myself and was recognized nationwide for account success.
Customer Success Manager
Siemens Healthineers
12.2020 - 01.2021
- Implement new Multi-Vendor Service account, performed inventory and imaging equipment identification as well as lead service team of contracted engineers and vendors to service imaging equipment for Multicare Health System account in all of Washington state.
- Performed invoicing and accounting for account.
- Quickly proved my abilities to successfully run new account acting as "Voice of the Customer" (VOC) and was promptly promoted to Customer Services Manager, which took on the role of personnel management, where I was responsible for interviewing and hiring/firing customer service engineers who repaired imaging equipment for the hospital system and outlying clinics throughout Washington state and parts of Idaho.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Organized and led quarterly business reviews with top clients, showcasing product value and discussing future opportunities.
Laboratory Field Service Technician
Siemens Healthineers
01.2016 - 01.2017
- Installed and serviced Siemens Chemistry Analyzers and Laboratory Automation systems
- Maintained high levels of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Increased customer satisfaction by providing prompt and efficient on-site support for technical issues.
- Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
Client Service Manager
Siemens Healthcare
12.2006 - 01.2015
- Manage 3rd party vendor reactive service as well as preventive maintenance of multiple hospital and clinic imaging systems throughout the Las Vegas and Central California region as well as the North Texas region
- Performed Contract Management ensuring the contractual agreements and terms of hospital and clinic based diagnostic imaging department’s medical equipment, to include CT, MRI, Nuclear Medicine, X-Ray, and biomedical were maintained according to quality standards
- Worked closely with sales force to grow the accounts by removing End of Life devices and filling sockets with new products, ensuring total customer satisfactions and confidence
- Process invoicing to customers and follow up for on time payments
- Maintain metrics and budgets of project Revenues of 4M to ~10M annually and providing C-Suite, and management staff Power Point presentations on a quarterly basis
- Onsite customer facing liaison for first line communications with hospital staff and administration
- Worked closely with a team of Client Service Managers nationwide, providing back up support in their regions as needed
Senior Field Service Technician
Siemens Government Services
02.2003 - 01.2006
- Field Service Technician, servicing Airport/TSA security equipment to include Electronic Trace Detectors and checkpoint baggage X-Ray systems
Field Service Technician
Marconi / Philips Medical Systems
09.2001 - 01.2002
- Provide maintenance and repair service on CT and Nuclear Medicine Gamma Cameras
Service Development Project Manager
Siemens Oncology Care Systems
01.2000 - 08.2001
- Assist in the development and serviceability design of Linear Accelerator product line
- Create and maintain technical documentation for service department
- Travel to sites to install and test systems and provide reports in the Beta and Pilot phases
Headquarters Support Engineer
Siemens Oncology Care Systems
01.1999 - 12.1999
- Provide national and international support for Linear Accelerator and ancillary systems
Customer Service Engineer
Siemens Medical Systems
08.1984 - 12.1998
- Provide maintenance and repair service on Linear Accelerators, Cobalt Radiation treatment systems and ancillary computer systems at regional cancer centers and hospitals
Skills
- Microsoft Office Suite
- Strong Work Ethic
- Stress Tolerance
- Microsoft Outlook, Word, and Excel
- Customer Service
- Problem-Solving
- Decision-Making
- Exceptional interpersonal communication
- Team Building and Leadership
- Customer-focused
Military Experience
United States Air Force, Air Traffic Control RADAR Repairman, 08/01/80, 08/31/84, Deploy and maintain Airport Surveillance, Precision Approach Control, and Operations Systems for Tactical RADAR systems., Managed a fleet of 76 vehicles used in the transportation of RADAR systems., Honorable discharge as an E-4 Sergeant.
Education & Certifications
- Graduate of Enterprise High School, Enterprise, Alabama, 1979
- Net+ Certified
- Project Management Institute, PMP Certification, 09/01/07, 12/31/20
- Dallas PMI Toastmasters Group, 01/01/10, 12/31/11
- Eagle Scout & Vigil Honor in the Boy Scouts of America, 1976
Small Business Ownership
- Gourmet Doughnut Bake Shop, Palm Springs, CA, 01/01/02, 12/31/02, Sole Proprietor and operator of a specialty pastry business with several employees and pastry chefs working in tandem to create an upscale product line for the public.
- Kutting Edge Hair and Nail Salon, Las Vegas, NV, 10/01/04, 02/28/07, LLC partner in a hair and nail salon business in Las Vegas. I was key partner running the entire fast paced salon business to include maintaining a top-notch staff in a very competitive environment, to include managing the staffing requirements, payroll, marketing and public relations.
Hobbies
Hobbies include:
- I am a novice landscape and nature photographer as well as enjoying nighttime astrophotography.
- RV camping
- Home improvements
- Caring for my rescue Chiweenie dog
Timeline
Customer Services Manager
Siemens Healthineers
01.2021 - 10.2024
Customer Success Manager
Siemens Healthineers
12.2020 - 01.2021
Laboratory Field Service Technician
Siemens Healthineers
01.2016 - 01.2017
Client Service Manager
Siemens Healthcare
12.2006 - 01.2015
Senior Field Service Technician
Siemens Government Services
02.2003 - 01.2006
Field Service Technician
Marconi / Philips Medical Systems
09.2001 - 01.2002
Service Development Project Manager
Siemens Oncology Care Systems
01.2000 - 08.2001
Headquarters Support Engineer
Siemens Oncology Care Systems
01.1999 - 12.1999
Customer Service Engineer
Siemens Medical Systems
08.1984 - 12.1998
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