Mark Anthony Wheeler
Schwabmuenchen
Summary
Mark is currently the Global Head of Service and Support for AliveDx. Marks main responsibilities are for the customer success of the clients and partners across the Global footprint for AliveDx network. Mark is responsible for the P&L for the group as well as managing partner agreements and establishing a flourless customer journey for both customers and patients. Mark leads a team of Field Service Engineers, as well as Field Application Specialists, and a team of customer support specialists that deliver and ensure product is safely shipped order to cash to our clients. Mark has established a Voice of the Customer programme focused on the Net Promoter System and has implemented a cross functional team to follow a process of Integrated Business Planning dashboards and drive both service and sales targeted expansion opportunities using SalesForce .com and PowerBI infrastructure. In addition Mark leads the relationship health for AliveDx and their third party manufacturers and producers to ensure a seamless collaboration of results and execution of our delivered solutions. AliveDx includes Alba, our blood bank reagents portfolio, and MosaiQ, one of the first multiplexing and multimodality automated testing platforms that are revolutionizing clinical diagnostics worldwide. Our products are built with the patient in mind and designed to make labs more efficient and clinical decision-making more effective.
Overview
2026
2026
years of professional experience
Work History
Global Head of Service and Support
AliveDx
- Current
- Company Overview: AliveDx includes Alba, our blood bank reagents portfolio, and MosaiQ, one of the first multiplexing and multimodality automated testing platforms that are revolutionizing clinical diagnostics worldwide
- Our products are built with the patient in mind and designed to make labs more efficient and clinical decision-making more effective
- Mark is currently the Global Head of Service and Support for AliveDx
- Marks main responsibilities are for the customer success of the clients and partners across the Global footprint for AliveDx network
- Mark is responsible for the P&L for the group as well as managing partner agreements and establishing a flourless customer journey for both customers and patients
- Mark leads a team of Field Service Engineers, as well as Field Application Specialists, and a team of customer support specialists that deliver and ensure product is safely shipped order to cash to our clients
- Mark has established a Voice of the Customer programme focused on the Net Promoter System and has implemented a cross functional team to follow a process of Integrated Business Planning dashboards and drive both service and sales targeted expansion opportunities using SalesForce .com and PowerBI infrastructure
- In addition Mark leads the relationship health for AliveDx and their third party manufacturers and producers to ensure a seamless collaboration of results and execution of our delivered solutions
- AliveDx includes Alba, our blood bank reagents portfolio, and MosaiQ, one of the first multiplexing and multimodality automated testing platforms that are revolutionizing clinical diagnostics worldwide
- Our products are built with the patient in mind and designed to make labs more efficient and clinical decision-making more effective
Director of Customer Services for Europe Middle East & Africa
Abbott Laboratories
01.2013 - 01.2024
- Company Overview: Mark has thrived in a successful career in the Medical Devices Industry
- His strong abilities in leadership drove his success across Marketing, Sales, Customer Experience and Senior Executive levels
- Affirming Mark as a valuable asset
- Mark possesses excellent communication abilities together with natural attributes that foster relationships at the highest level
- Responsible for post sales service and direct support to the customer base, managing an exquisite service experience and ensuring customer success
- Managing International multi-lingual and multiple time-zone call center operations and field service activities for the region
- Leading the service team in a matrix structure with Abbott distribution teams
- Full P&L responsibility
- Grew service revenue income by 21 percent in 2 years
- Responsible for a team of 800 service professionals
- Developed professional service value creation offerings to drive service income
- NPS loyalty in Core Laboratory segment increased by 20 points over a 24 month period
- Lead the hiring of commercial distributors for the entire region
- Marketing and upsell promotion of Diagnostics Service products
- Mark has thrived in a successful career in the Medical Devices Industry
- His strong abilities in leadership drove his success across Marketing, Sales, Customer Experience and Senior Executive levels
- Affirming Mark as a valuable asset
- Mark possesses excellent communication abilities together with natural attributes that foster relationships at the highest level
Vice President of Customer Experience
Abbott Laboratories
01.2011 - 01.2013
- Managed Abbott customer NPS loyalty programs across the Diagnostics Division
- Continuous development of Net Promoter as the Loyalty indicator of choice
- Started raising Employee Engagement using top-down and bottom-up surveys
- Drove Great Place to Work initiatives that grew retention
- Demonstrated impact of loyalty improvement on acceleration of top- and bottom-line Abbott Diagnostics Division financial performance
- Past member of the Bain Net Promoter Loyalty Forum
- Served as Chair of the board at the Centre for Services Leadership at Arizona State University
Vice President of Global Service
Abbott Laboratories
01.2004 - 01.2011
- Responsible for the Customer Service operations of Abbott Diagnostics Division, employing 1,500 service staff
- Managing operating cost of >500 million USD
- Developed the service strategy and implemented activity plan in all global markets
- Successfully launched the Solutions Selling business in 2007
- Grew Service Sales by more than 20 percent per year in the first 3 years
- Accountable for the Service P&L, the Net Promoter Score and economic profitability gains
Marketing Director Europe, Middle East and Africa
Abbott Laboratories
01.2002 - 01.2004
- Oversaw and managed all commercial activities for Immunoassay, Clinical Chemistry, Haematology, Point of Care and BSE
- Achieved sales of >$1bn in Europe and staff nearing 50
- Key activities included the development of European marketing tactics and the establishment of a marketing focus and author of annual marketing plan
- Managed product launch for new Architect System
- Introduced new processes in product management and competitor/market analysis, leading to the development of new product offerings
- Increased brand awareness and sales effectiveness through new marketing activities such as Skills workshops, product training, brand awareness
Customer Service Director Europe, Middle East and Africa
Abbott Laboratories
01.2000 - 01.2002
- Relocated to Germany to head up the service operations for Europe, Middle East and Africa
- Managed an organization consisting of 650 employees and a budget of $100 million
- Managed essential project roll-outs and implemented division-wide strategies
- Achieved significant efficiency improvements of over $1 million
General Manager Saudi Arabia and Bahrain
Abbott Laboratories
01.1998 - 01.2000
- Responsible for ADD sales of $30 million and a team of 29 staff
- Responsibilities covered all commercial, operational and logistic disciplines
- During both years the country exceeded its sales top line, bottom-line margin and growth plans
National Sales Manager Saudi Arabia and Bahrain
Abbott Laboratories
01.1996 - 01.1998
- Mark was promoted and transferred to the position of National Sales Manager, with Abbott Diagnostics via Abbott’s Saudi sponsor Mediserv in the Kingdom
- He was responsible for all Sales/Marketing activities for Abbott in the Kingdom
- During both years the country exceeded its sales margin and growth plans
Executive Account Manager
Abbott Laboratories
01.1994 - 01.1996
- Mark was appointed as Sales Account Manager for all private laboratories and hospitals on behalf of Abbott Diagnostics covering the South/East London area
- During his two years in this position, he achieved >100% of his sales targets
ISO Management Representative and Auditor
Abbott Laboratories
01.1992 - 01.1994
- Abbott began a project to gain ISO 9002 certificate
- ADD UK was chosen as the template for the European operation and Mark was asked to form a team to implement this strategy
- Abbott Diagnostics Division UK became the first of Abbotts’ affiliates to gain ISO certification
- As part of this project he attended audit trainings in Chicago, Illinois, USA and became certified as a registered ISO Auditor
Field Service Manager
Abbott Laboratories
01.1991 - 01.1992
- Mark was promoted to Field Service manager for UK and Ireland, this involved managing seven Field Service Engineers, spare part logistic management, expense accountability and customer liaison operators
Field Service Engineer
Rutherford Appleton Laboratory
01.1982 - 01.1989
- Mark joined the Science Engineering and Research Council to begin a four year apprenticeship in Electronic Engineering
- This included a first year in full time further education, followed by three years on-the-job training with release to College for further academic studies
- Mark successfully completed his apprenticeship and was moved into the Space Division as a qualified craftsman
- In the Space Division he worked with NASA and ESA Organizations on several space shuttle and rocket research projects
- On the science side he was heavily involved in the construction and commission of a 400 Antenna array Atmospheric Radar in Aberystwyth, Dyfed
Education
apprenticeship - Electronic Engineering
Rutherford Appleton Laboratory
Skills
- Customer satisfaction
- People management
- Service delivery
- Innovation management
- Customer service
- Problem-solving
- Time management
- Goal oriented
- Team leadership
- Employee training and development
- Team collaboration and leadership
- Customer service management
- Goal setting
- Staff motivation
- KPI monitoring
Additional Qualifications And Achievements
- Previously served as Chair of the Board for Arizona State University’s Centre for Service Leadership.
- Regular active participant of the Bain, Net Promoter Score Loyalty Forum.
- Delivered talks on Service Innovation around the globe including at The London Business School, The Kellogg Institute, Fudan University, Arizona State University and the American Marketing Association.
Personal Information
- Nationality: British & German dual Citizenship, & USA Green Card Holder
- Marital Status: Married
Hobbies and Interests
- Football
- Golf
- Running (completed the London Marathon in aid of Multiple Sclerosis in 2010)
- Advanced PADI open water certified diver
- Reading a varied selection of books
- Spending time with grown up children
- Listening to a selection of music from rock to pop
Current Role
Global Head of Service and Support, AliveDx, Route de Crassier 13, Eysins, Vaud, 1262, Switzerland
Timeline
Director of Customer Services for Europe Middle East & Africa
Abbott Laboratories
01.2013 - 01.2024
Vice President of Customer Experience
Abbott Laboratories
01.2011 - 01.2013
Vice President of Global Service
Abbott Laboratories
01.2004 - 01.2011
Marketing Director Europe, Middle East and Africa
Abbott Laboratories
01.2002 - 01.2004
Customer Service Director Europe, Middle East and Africa
Abbott Laboratories
01.2000 - 01.2002
General Manager Saudi Arabia and Bahrain
Abbott Laboratories
01.1998 - 01.2000
National Sales Manager Saudi Arabia and Bahrain
Abbott Laboratories
01.1996 - 01.1998
Executive Account Manager
Abbott Laboratories
01.1994 - 01.1996
ISO Management Representative and Auditor
Abbott Laboratories
01.1992 - 01.1994
Field Service Manager
Abbott Laboratories
01.1991 - 01.1992
Field Service Engineer
Rutherford Appleton Laboratory
01.1982 - 01.1989
Global Head of Service and Support
AliveDx
- Current
apprenticeship - Electronic Engineering
Rutherford Appleton Laboratory
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