Leslie I. Johnson

• Customer Relationship Management
• Oversees the Customer Success Relationship Managers
• Responsible for leading the Customer Success Team in delivering the highest quality customer experience
• Act as a credible and knowledgeable spokesperson for the team and act as an advocate for our customers internally at Industrial Scientific
• Help the team in reducing churn for our iNet customer by ensuring that the team has the tools, training, and support to deliver the highest quality customer service, every transaction, every time
• Participates in project or problem-solving events to help enhance or streamline the team’s processes
• Help the team obtain their team Performance and Development goals
• Identify, develop, and implement measurable initiatives and metrics to drive continual process improvement
• Fulfill recruiting and staffing needs, perform team member performance management and improvement assessments
• Monitor individual and team key performance indicators and develop action plans as required to improve performance.

• Gas Detection Professional
• Manage, plan, and coordinate all Customer Success team activities
• Work with the other members of the Management team of the Customer Success Team in developing strategy and prioritizing initiatives for the development of customer facing team model
• Develop standardized documented methods and procedures for the Customer Success team
• Supervise, coach, and develop and mentor technical service representatives, providing support to hardware, software, and Industrial Scientific systems
• Lead corrective action/preventive action initiatives for resolution of customer issues
• Instill CAPA mindset in team to drive continuous improvement
• Assign and coordinate work assignments and resolution of critical technical and procedural problems
• Fulfill recruiting and staffing needs, perform team member performance management and improvement assessments
• Monitor individual and team key performance indicators and develop action plans as required to improve performance
• Project management responsibility for assigned projects
• Resolve escalated customer issues for team, working with other Industrial Scientific departments as necessary
• Work with other departments and operating units to improve Customer Success team performance.

•Foster a transparent and collaborative environment.
•Inspire and energize team members, recognizing and appreciating their contributions.
•Make informed and timely decisions, considering input from the team when necessary.
•Navigate through change effectively, adjusting plans and strategies as needed.
•Address conflicts diplomatically, finding constructive solutions that benefit the team.
•Prioritize tasks, set goals, and ensure deadlines are met while maintaining high-quality output.
•Understand and consider team members' perspectives, fostering a supportive and inclusive team culture.
•Take responsibility for both successes and setbacks, setting an example for the team.
•Analyze challenges, develop solutions, and encourage creative thinking within the team.

• Assisted gas detection professionals with issues and training.
• Process and monitor service requests for customers by using the Siebel, iNet, Oracle, and iNet Control software.
• Escalated problem solving for internal and external customers,
• Conducted customer training demonstrations for iNet Control.

• Process and monitor service requests for customers by using the Siebel, iNet, Oracle, and iNet Control software
• Problem solve and manage customer’s equipment, accounts, and network issues via telephone and\or emails
• Training new iNet Technicians

• Worked with the Rental Pointe software to fulfill rental agreements
• Prepared, calibrated, and tested customer’s equipment for a rental contract
• Solved a customer’s issues with a rental order or monitors
• Troubleshot and repaired service equipment via Mapics software
• Shipped rental/service equipment to customer’s location.

• Operated and helped to maintain through hole equipment and software
• Soldered circuit boards for gas detection equipment
• Conformal coated circuit boards
• Worked on building Fixed Systems equipment.