Summary
Overview
Work History
Education
Skills
Timeline
Generic

Christopher Kempf

Evansville,IN

Summary

Senior Field Service Engineer/Trainer who brings 14 years of experience with OEM medical equipment; driving best-in-class field and in-house service while providing strong project leadership and team-building skills. Focus: Achieve current operational service metrics and improve processes by researching, evaluating, and implementing new or refined processes to save cost, decrease time to closure, and improve efficiencies. Provide a customer-centric approach to service by driving a white-glove experience to both internal and external stakeholders. Cross-functional collaboration and development with effective communication to build trust and understanding between divisional partnerships. Creating a ONE team experience. Drive a focus on individual and team development, leading to the overall success of the service platform.

Overview

13
13
years of professional experience

Work History

Customer Integration Specialist

BOSTON SCIENTIFIC
02.2020 - Current
  • Provide leadership to ENDO CIC/FSE team
  • Lead FSE trainer and Field Specialist for Exalt Model D, Complex Integrations, and iNod.
  • Lead member of EXALT "Core Team" responsible for onboarding and assisting management with team and individual development, strategic planning, new hire interviews, and approval of preliminary work for sites without PO.
  • Initialized and provided leadership on CETS FSE Expanded Roles Project which successfully lead to the creation of the Lead FSE role which was adopted by three FSE teams.
  • Provide Council to FSE manager on leadership decisions for team.
  • Provide development feedback for entire ENDO FSE team and assist management with PDC alignment for development discussions.
  • Leading development of Complex Integrations Project to bring ENDO Project Management processes to all of CETS. Resulting in higher satisfaction scores and employee development.
  • Manage EXALT integrations in US and Canadian territories by delegating project tasks to cross-functional teams, including Field Sales Organization, satisfying internal and external stakeholders by providing best-in-class customer service
  • Identified and implemented storage of critical service parts to be housed in Canadian DC to increase lead time on installs post-assessment
  • Drive acceptance and utilization of EXALT Model D, iNod, and complex integrations.
  • Developed and deployed new training program as principal field trainer and oversaw successful on-boarding of 5 new hires
  • Implemented new interview strategy to include field rides and panel interviews with potential new hires
  • Partner with regional sales teams to support training activities that explain how EXALT process works and basic troubleshooting steps
  • Led EXALT team in 2021, ensuring all installs were completed with an average of 20.6 days, below the 30-day metric
  • Lead with proactive approach to service and maintain and drive excellent operational service metric numbers according to our SLA: Installation time (30 days), CES scores (4.5), service delays (30/7 days), and work order completion(48hrs)
  • Creator and owner of EXALT Team OneNote database
  • Bringing efficiency and access online and offline to third-party manuals, technical data/resources, and knowledge-based articles (KBAs), critical tools for EXALT CICs and EXALT customer care team
  • Partner with sustaining R&D and SDE team to drive quality improvements and cost savings.
  • Accessory project to allow FSEs to program signal outputs of a critical accessory (tvOne) - Projected VIP savings of $3 to $5k per service repair
  • Quality project on ROI/DVI firmware
  • Provide customer-specific in-service and training to Field Sales Organization, clinical staff, and in-house Biomed
  • Work to eliminate points of failure and collision domains within integration plans to save critical time when troubleshooting customer concerns for BSC customer care team

Senior Field Service Engineer

PHILIPS HEALTHCARE, Pinnacle Nominee
03.2013 - 02.2020
  • Best in Class Service, Leadership Academy Alum
  • Managed a team of three FSEs conducting in-field research and led discussions with R&D for new product development
  • Led regional new hire training and provided leadership to team as Technical Team Specialist focusing on tools and applications in the field
  • Managed FSE Champion Roles to refine, drive, and offer exceptional operational service and development metrics
  • Completed Leadership Academy courses and advanced training to further develop of career and set clear career path toward leadership
  • Developed DICOM PACS and EMR worklists for new product roll-out and provided customer training
  • Repaired, maintained, and installed ultrasound imaging systems via onsite and remote support domestically and internationally
  • Sales, contract, and customer education support
  • FSE lead for maintaining above 90% compliance on Vendor credentialing
  • Worked closely with Product Applications Specialist and Field Sales Division as one team to provide best-in-class customer service.

Field Service Engineer

BECKMAN COULTER
09.2010 - 08.2012
  • Repaired, maintained, and installed laboratory instruments
  • Instructed customers on proper usage instruments by providing Best-in-Class in-service and training
  • Acclimated customers to new procedures and equipment by giving post-training clinical support
  • Worked with cross-functional teams to conduct pre-site inspections and sales support to find solutions based on customer feedback.

Education

Professional Development -

Boston Scientific Virtual Learning
Remote

Professional Development -

Philips Leadership Academy
Alpharetta, Bothell, GA, WA

Associate of Applied Science - Biomedical Electronics Technology

Vincennes University

Professional Development -

Southern Indiana Career And Technical Center
Evansville, IN

Skills

  • Business/Strategic Planning
  • Account/Project Management
  • Process Redesign/Improvement
  • Team Leadership, Training, and Development
  • Staff Motivation
  • Assignment Delegation
  • Equipment Installation/Repair
  • Performance Evaluations
  • Conflict Resolution/Positive Reinforcement
  • Effective Communication

Timeline

Customer Integration Specialist

BOSTON SCIENTIFIC
02.2020 - Current

Senior Field Service Engineer

PHILIPS HEALTHCARE, Pinnacle Nominee
03.2013 - 02.2020

Field Service Engineer

BECKMAN COULTER
09.2010 - 08.2012

Professional Development -

Boston Scientific Virtual Learning

Professional Development -

Philips Leadership Academy

Associate of Applied Science - Biomedical Electronics Technology

Vincennes University

Professional Development -

Southern Indiana Career And Technical Center
Christopher Kempf