Dr. Lisa Ann Ferlita
Summary
Strategic Global Service Executive with 20 years of experience optimizing technical service organizations for revenue generation. Skilled in developing and scaling global service operations, including field service engineering and technical support. Proven P&L leader driving service revenue growth and operational efficiency through data-driven strategies and collaborative initiatives.
Overview
20
20
years of professional experience
Work History
Vice President of Service, Americas
Oxford Instruments
Concord, MA
01.2025 - Current
- Drove multi‑year Service Excellence transformation aligned to global OI30 strategic initiative, enhancing overall service quality
- Expanded depot repair capabilities and digital service workflows, accelerating turnaround times and improving customer satisfaction
- Implement KPI‑driven operational frameworks improving service productivity and utilization
- Strengthened collaboration with global business units, enhancing service delivery and improving customer experience
- Lead the Americas service organization across field service, depot repair, technical support, scheduling, and customer success
- Led cross-functional teams to enhance customer service strategies and operational efficiency.
- Developed and implemented service excellence training programs for staff, improving team performance.
Director, Global Services
Thermo Fisher Scientific
Tewksbury, MA
01.2024 - 01.2025
- Led global service operations across North America, EMEA, UK, LATAM, China, APAC, and India, ensuring alignment with organizational goals
- Managed full P&L for division’s global services organization, driving financial performance and strategic initiatives
- Generated $4.7M in new service revenue through strategic service programs and customer engagement
- Developed and launched new service offerings: Core Service Programs, Optimized Service Programs, Signature Elite Services, to enhance customer satisfaction and revenue
- Increased Customer Allegiance Score to highest level in more than 12 quarters
- Developed and implemented performance metrics to assess project outcomes and team effectiveness.
- Led cross-functional teams to drive strategic initiatives and enhance operational efficiency.
Senior Director, Service & Installation (APAC & Greater China)
Mevion Medical Systems
Global
05.2019 - 12.2023
- Developed regional service infrastructure and established technical teams throughout Asia Pacific, strengthening service delivery
- Led service and installation operations for proton therapy systems across APAC, enhancing operational efficiency
- Collaborated with global sales to achieve 120% of new market growth targets, expanding market presence
- Reduced installation timelines by 25% through operational redesign and improved supply chain coordination
- Streamlined processes using data-driven insights, resulting in improved decision-making across departments.
- Led cross-functional teams to develop and execute strategic initiatives enhancing operational efficiency.
- Developed strong relationships with key industry partners, fostering collaboration and mutual growth opportunities.
- Analyzed market trends and competitive landscape to inform strategic planning and business growth initiatives.
Senior Global Service & Operations Manager
Varian Medical Systems
Global
05.2014 - 05.2019
- Achieved 50% sales growth in APAC Particle Therapy Site Solutions business unit, enhancing market presence and customer engagement
- Expanded regional operations 200% across APAC and Greater China, increasing service capacity and market reach
- Managed $400M P&L for global particle therapy programs, ensuring financial performance aligned with strategic objectives
- Led cross‑functional teams across engineering, operations, quality, finance, and customer support
- Developed and implemented training programs for staff to enhance technical skills and customer service.
- Led cross-functional teams to improve operational efficiency and service delivery standards.
Education
Doctor of Management - Global Leadership
Colorado Technical University
Master of Science - Project Management
Colorado Technical University
Bachelor of Science - Project Management
Colorado Technical University
Skills
- Service delivery
- Customer relationship management
- Service transformation
- Operational efficiency
- KPI implementation
- Financial management
- Risk management
Global Leadership Impact
- Led global service organizations supporting complex technology portfolios across Americas, APAC, China, Europe, and India
- Built scalable service infrastructures including field service engineering, depot repair operations, technical support, and service sales
- Delivered multimillion-dollar service revenue growth through lifecycle services, service programs, and customer engagement initiatives
- Implemented KPI frameworks improving utilization, productivity, and service profitability
- Strengthened alignment between service, sales, R&D, and operations to accelerate revenue and improve customer outcomes
Core Executive Capabilities
- Global Service Strategy & Transformation
- P&L Leadership and Service Revenue Growth
- Field Service and Technical Support Operations
- Customer Experience and Lifecycle Management
- Service Business Development and Marketing
- Operational Excellence and Digital Transformation
- Cross-Functional Executive Leadership
- Global Organizational Development
Executive Profile - Summary
Global service executive with 20+ years of leadership experience transforming technical service organizations into high-performing engines of revenue growth, operational excellence, and customer loyalty across the Americas, APAC, and EMEA. Proven ability to build and scale global service operations integrating field service engineering, technical support, depot operations, service marketing, and customer success. Experienced P&L leader recognized for driving measurable service revenue expansion, operational productivity, and customer satisfaction through data-driven strategies, global collaboration, and service lifecycle innovation.
Timeline
Vice President of Service, Americas
Oxford Instruments
01.2025 - Current
Director, Global Services
Thermo Fisher Scientific
01.2024 - 01.2025
Senior Director, Service & Installation (APAC & Greater China)
Mevion Medical Systems
05.2019 - 12.2023
Senior Global Service & Operations Manager
Varian Medical Systems
05.2014 - 05.2019
Doctor of Management - Global Leadership
Colorado Technical University
Master of Science - Project Management
Colorado Technical University
Bachelor of Science - Project Management
Colorado Technical University