JUAN CRUZ, Jr.
Summary
- Focused and business-oriented technology and service professional with over 20 years of progressive experience across various service functions in varied industry segments. Proven ability to combine focus, vision, and strong business acumen with well-developed project management and leadership qualities to deliver business results and exceptional service. Areas of expertise include:
- Project Management
- Continuous Improvement
- Leadership and Management
- Service Delivery
- Board Leadership
- Strategic Planning
- Change Management
- System Implementation
- Cross-Functional Team
- Fluent in Spanish
- AI/AR&VR tool implementation
Overview
26
26
years of professional experience
1
1
Certification
Work History
Regional Director of HTM Operations
SPBS, Inc
, USA
09.2024 - Current
- Manage a $30M healthcare technology management (HTM) program at assigned customer sites.
- Responsible for the leadership of System Directors, management staff, and individual contributors in clinical engineering.
Director Service Operations, North America
Haemonetics Corporation
, USA
09.2022 - 05.2024
- Seasoned leader with a proven track record in boosting customer satisfaction, streamlining processes, deploying AI/AR-enabled tools, and maximizing team performance.
- Build high-performance teams to elevate service delivery and consistently exceed goals.
- Lead ServOps team consisting of technical phone support Level 1 and Escalations/Level 2, field service, product training, project management, and service agreement sales team.
- Responsible for $14M dollar service operations P&L.
- Transformed customer experience, driving a 3% increase in CSat and NPS through strategic 'Last Mile' comms initiatives.
- Optimized operations, slashing costs by 15% through inventory streamlining and third-party usage reduction.
- Enhanced quality control with a 20% surge in parts complaint investigations.
- Boosted field service productivity by 4% YoY by implementing innovative troubleshooting technology.
- Propelled revenue growth, surpassing AOP targets for service agreements and paid service revenue by 7%.
Senior Manager - National Field Services
Fresenius Medical Care North America
, USA
10.2017 - 09.2022
- Oversaw national field service team of 6 District Field Service Managers and 55 Field Service Technicians.
- Full P&L responsibility.
- Spearheaded new product introduction initiative, including training, technical documentation, tools, and service agreement development.
- Developed and implemented strategies to ensure operations maximization, efficacy, and efficiency of ops compliance.
- Spearheaded $120 Million in machine installations while driving $2.2 million in annual service agreement and T&M service, effectively managing a $7M yearly expense budget.
- Reduced costs per success by 20%, optimizing resource allocation.
- Transformed field service ops with AI technology, yielding a 7% increase in first-time fix rate and reducing service costs.
- Reduced costs by $604K, leveraging AI technology and strategic inventory optimization.
- Spearheaded new product introduction initiatives, including training, technical documentation, tools, and service agreement development.
Senior Technology Manager - Clinical Engineering
Aramark - Healthcare Technologies
Richmond, USA
08.2016 - 10.2017
- Managed the comprehensive Aramark Healthcare Technologies program, including 9K+ devices.
- Directed strategic operations while empowering indirect Image Service Engineers and biomedical technicians' staff, for day-to-day excellence.
- Oversaw $7.1M+ in multi-facility revenue and managed a $4M budget for the on-site Aramark program.
- Streamlined ops by developing and implementing policies and procedures, resulting in efficiency and productivity.
- Optimized vendor service contracts and collaborated with hospital leadership as a trusted advisor on medical device selection, ensuring optimal technology choices.
Field Service Support Manager
Philips
04.2015 - 07.2016
- Company Overview: Puerto Rico/Caribbean
- Led a 22-person field service team and a 3-person call center.
- Full $8M+ P&L responsibility.
- Drove continuous service improvement by implementing Lean methodology and discipline.
- Seamlessly orchestrated corrective, preventive, installation, and field change order services across diverse imaging modalities (MRI, CT, X-ray, Cardiovascular, Ultrasound, PCMS) to optimize equipment uptime.
- Oversaw $150K+/month in Time & Materials service execution and service contract delivery on $8million/year.
- Drove top-line growth and controlled expenses to ensure a gross margin of 45% monthly and year over year.
- Puerto Rico/Caribbean
Field Service Manager
CareFusion
, USA
09.2009 - 04.2015
- Led a field service team in the Mid-Atlantic region.
- Reduced overtime by 7% through change management and proactive communication, maintaining client relationships.
- Spearheaded a VP-sponsored project to streamline key customer services, earning recognition and building cross-functional partnerships.
- Contributed to a company-wide initiative that saved over $1M by developing a field service swap escalation process.
- Drove consistent 9.0+ customer satisfaction scores by proactively addressing client needs and fostering a customer-centric team culture.
Various Roles in Applications and Customer Service
Cardinal Health
, USA
07.1999 - 09.2009
- Led a field service team delivering enterprise-wide technology support across a 480+ client base in the Mid-Atlantic region.
- Customer satisfaction scores consistently rated 9.0+, across 187 sites.
- Oversaw $250K+ parts inventory, conducted quarterly client reviews, and served as the point of escalation for urgent hardware and software issues.
- Collaborated with sales and implementation to drive initiatives.
- Contributions to efficiency led to a company-wide initiative saving over $1M by developing a field service swap escalation process.
- Developed revenue forecasting and recognition of $8M - $10M annually.
- Proactively enhanced customer satisfaction across 187 sites by resolving issues through site visits, emails, and phone calls.
- Directed multiple Medication Management System projects with budgets exceeding $1 million.
- Led the implementation of enterprise-wide hardware and software systems, consulting on best practices, design, and policy decisions.
Education
MBA -
Indiana Wesleyan University
Marion, IndianaBA -
State University College at Buffalo
Buffalo, New YorkSkills
- Project Management
- Continuous Improvement
- Leadership and Management
- Service Delivery
- Board Leadership
- Strategic Planning
- Change Management
- System Implementation
- Cross-Functional Team
- AI/AR&VR tool implementation
Certification
Certified Field Service Manager (CFSM)
Military Service
Sergeant, US Army Reserves, 277th Quartermaster, Honorable Discharge
Timeline
Regional Director of HTM Operations
SPBS, Inc
09.2024 - Current
Director Service Operations, North America
Haemonetics Corporation
09.2022 - 05.2024
Senior Manager - National Field Services
Fresenius Medical Care North America
10.2017 - 09.2022
Senior Technology Manager - Clinical Engineering
Aramark - Healthcare Technologies
08.2016 - 10.2017
Field Service Support Manager
Philips
04.2015 - 07.2016
Field Service Manager
CareFusion
09.2009 - 04.2015
Various Roles in Applications and Customer Service
Cardinal Health
07.1999 - 09.2009
MBA -
Indiana Wesleyan University
BA -
State University College at Buffalo
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