Summary
Overview
Work History
Education
Skills
Timeline
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Erik Smith

Erik Smith

Peoria,AZ

Summary

Dynamic leader in medical device with a proven track record at Intuitive, driving operational efficiencies and enhancing customer satisfaction in a $250M+ service business. Skilled in developing high-performing teams and implementing best-in-class service models, fostering collaboration, and ensuring compliance. Recognized for strategic planning and a commitment to continuous improvement, while inspiring teams to achieve excellence.

Overview

27
27
years of professional experience

Work History

Director Global Distribution Field Services

Intuitive
09.2008 - Current
  • Overseeing service operations for 24 distributors covering 47 countries/markets, to be responsible for developing Field Service strategies and efficiencies to meet customer needs that supports and enhances the ecosystem of the customer robotics program to drive a great customer experience.
  • Assisted in developing strategic plans to enhance operational efficiency.
  • Supported senior management in coordinating cross-departmental initiatives.
  • Conducted research on industry trends to inform decision-making processes.
  • Collaborated with team members on project execution and reporting.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.

Regional Support Manager

Roche Diagnostics Corporation
02.1999 - 09.2008
  • Lead a team of FSE (Field Service Engineers) in the southwest of US with over 300+ customers, installation, servicing & maintaining laboratory diagnostics equipment.
  • Led cross-functional teams to improve operational efficiency and support regional objectives.
  • Developed training programs to enhance staff capabilities and ensure compliance with company standards.
  • Implemented strategic initiatives that streamlined processes and reduced response times for client inquiries.
  • Analyzed regional performance metrics to identify areas for improvement and drive data-informed decision-making.
  • Fostered strong relationships with key stakeholders to facilitate communication and address service challenges effectively.
  • Conducted regular site visits to assess operations, provide feedback, and ensure alignment with corporate goals.
  • Collaborated with cross-functional teams to identify areas of improvement within the organization, leading to increased efficiency and productivity.

Education

High School Diploma -

Walla Walla High School
Walla Walla, WA

Associate of Science - Electrical, Electronics And Communications Engineering

DeVry University
Phoenix, AZ

CLET - Clinical Lab Technology - Clinical/Biomedical Technology

Purdue University
West Lafayette, IN

Bachelor of Science - Electrical Engineering

Purdue University
West Lafayette, IN

No Degree - Masters in International Business

Arizona State University
Tempe, AZ

Skills

  • Develop and implement processes to drive efficiencies and create a scalable business unit to support a $250M service business
  • Attract, retain, and motivate a high-performance organization capable of driving excellence in the delivery of Customer Service and Support
  • Using Best-In-class service models, develop and deploy comprehensive plans to drive service delivery, achieve service commitments, maximize customer satisfaction, and minimize operational costs
  • Collaborate with internal cross functional groups and regional sales teams throughout the US to achieve World Class customer satisfaction and service levels
  • Acts as an inspirational leader, coach, and manager to a regional Field Service organization by actively developing and growing his/her people
  • Ensure Service Contract Obligations and commitments are met and adhered to (Preventive Maintenance, Service, Upgrades, etc)
  • Proven ability to lead with a One Team mindset, consistently seeking to create continuity and cohesion across teams and breaking down divisions
  • Monitors staffing requirements, strategically plans where resources will be required in the future to maintain service excellence while balancing operational costs
  • Possess a sense of urgency in addressing service issues, and takes initiative in providing proactive & frequent communication to the customer/team around issue dynamics, even when a solution is not yet clear
  • Consistently makes decisions aligned to a sustainable commitment to legal and regulatory compliance
  • Proven ability to diagnose tension points and opportunities, objectively engage with various stakeholders in collaborative and productive conflict, and find resolution
  • In-depth understanding of the business that goes beyond his/her own direct area of management; seeks to understand both the products/services and the financial aspects of the business, and translates that understanding into context for the employee base
  • Highly ethical, highly energetic character, with an ability to positively engage and collaborate with multiple levels of the organization and other departments

Timeline

Director Global Distribution Field Services

Intuitive
09.2008 - Current

Regional Support Manager

Roche Diagnostics Corporation
02.1999 - 09.2008

High School Diploma -

Walla Walla High School

Associate of Science - Electrical, Electronics And Communications Engineering

DeVry University

CLET - Clinical Lab Technology - Clinical/Biomedical Technology

Purdue University

Bachelor of Science - Electrical Engineering

Purdue University

No Degree - Masters in International Business

Arizona State University

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