Summary
Overview
Work History
Education
Skills
Personal Information
ADDITIONAL EXPERIENCE
Languages
Timeline
Generic

MARTIN SUTTNER

PLUMAS LAKE, CA,CA

Summary

Global product support and service operations leader with 15+ years of experience spanning life science, clinical diagnostics, medical devices, field service, and complex capital equipment. Combines formal people-management experience with global NPI leadership, service economics, cost analysis, forecasting, operational analytics, and cross-functional execution. Experienced in performance management, hiring, compensation, headcount planning, budgeting, and service readiness, lifecycle support, and executive decision support. Leads AI-enabled process and reporting initiatives and has delivered more than $1M in U.S. cost savings. Strong technical foundation with an MBA and M.S. Biomedical Engineering.

Overview

2
2
Languages
14
14
years of professional experience

Work History

Global Product Support Engineer, Sr. | Global NPI Process Lead

BIO-RAD LABORATORIES
Hercules, CA
01.2022 - Current
  • Own the global Product Support NPI process across Life Science and selected Clinical Diagnostics programs, translating product and business requirements into service-readiness plans, governance, milestones, risks, training, documentation, and cross-functional action plans.
  • Serve as a Product Support core-team lead, coordinating R&D, Manufacturing, Quality, Regulatory, Marketing, Field Service, Supply Chain, and global support teams while influencing priorities and decisions across a matrixed organization.
  • Calculated Total Cost of Service (TCOS) across labor, parts, and service contract pricing to inform service economics, facilitate cost evaluation, and support management decision-making.
  • Developed executive-ready Smartsheet dashboards, Power BI reporting, KPIs, and scorecards for operational analytics, utilized at Director level and informing VP-level strategic reviews.
  • Led a refurbishment and cost-reduction initiative delivering more than $1M in U.S. savings; supported budgeting, cost evaluation, performance tracking, and expansion toward a global operating model.
  • Serve on the department AI Process Task Force, advancing AI-enabled reporting, analytics, workflow, knowledge, and productivity use cases to improve operational visibility and decision quality.
  • Mentored 10 Product Support Engineers, providing technical and organizational leadership; designed and delivered global training across U.S., Europe, and APAC.
  • Collaborated with cross-functional teams to enhance product documentation and user training materials.
  • Provided technical support for complex product inquiries, resolving customer issues efficiently.
  • Conducted regular training sessions for staff on new products, ensuring comprehensive understanding of features and applications.
  • Acted as a liaison between engineering and sales teams to ensure seamless product launches.

Field Service Engineer

BIO-RAD GMBH
Germany
01.2020 - 01.2022
  • Installed, validated, maintained, and repaired advanced life science instrumentation, including complex robotic systems, in regulated environments.
  • Served as a senior field service resource for complex instrumentation, supporting qualification, root-cause analysis, compliance, and escalation activities.
  • Supported service quality and customer outcomes through advanced troubleshooting, root-cause analysis, and complex equipment service.
  • Worked cross-functionally with service, administrative, supply-chain, and technical stakeholders to support service execution.
  • Diagnosed and resolved technical issues in laboratory equipment to ensure optimal performance.

Biomedical Engineer | Project Engineer

UNIVERSITY HOSPITAL GIESSEN & MARBURG (UKGM)
Germany
01.2017 - 01.2020
  • Led medical technology, capital equipment, facilities, and engineering initiatives exceeding $2M, coordinating clinicians, procurement, vendors, electrical/building stakeholders, and technical teams.
  • Managed MRI implementation, Da Vinci robotic-system implementation, operating-room buildout, and rapid deployment of COVID-19 stations from planning through implementation.
  • Managed contracts and negotiated with suppliers on commercial terms, deliverables, equipment lifecycle needs, and service outcomes.
  • Verified medical-device conformity with applicable EU requirements and supported safe, compliant, reliable lifecycle performance of clinical technology and infrastructure.
  • Led a formal field service team with responsibility for performance reviews, hiring, compensation, headcount/workforce planning, workload allocation, coaching, and budgeting.
  • Directed service priorities and resources while serving as an escalation point for complex technical and customer issues.
  • Served as the technical subject-matter expert (SME) for complex medical technology and clinical systems, providing technical guidance, troubleshooting, requirements input, and lifecycle support.

Laboratory Engineer

UNIVERSITY OF APPLIED SCIENCES GIESSEN
Germany
01.2016 - 01.2017
  • Managed biomedical engineering laboratory equipment to support applied research and teaching, developed analytical equipment, and provided technical troubleshooting and process support to enhance research outcomes.
  • Designed and executed experiments to analyze material properties and optimize laboratory processes.
  • Developed and implemented quality control procedures to ensure compliance with industry standards.

Service Manager | Engineer

THARMAC GMBH
Germany
01.2013 - 01.2017
  • Led EMEA service activities across technical service, customer support, engineering, rapid prototyping, and quality-management to enhance service delivery in a growing technical organization.
  • Standardized processes and documentation for continuous improvement, technical problem solving, and compliance with ISO 9001:2015 quality-management practices for IVD products.
  • Developed and implemented process improvements to enhance operational efficiency across service teams.
  • Supervised service operations to ensure compliance with quality standards and customer satisfaction.
  • Trained and mentored staff on best practices for service delivery and customer interaction.
  • Conducted regular performance evaluations, providing feedback to improve team effectiveness and morale.
  • Met with customers to discuss service needs and offer available solutions.

Education

MASTER OF BUSINESS ADMINISTRATION (MBA) -

University of Phoenix
Phoenix
01-2026

Master of Science - Biomedical Engineering

University of Applied Sciences Giessen
Germany

Bachelor of Science - Biomedical Engineering

University of Applied Sciences Giessen
Germany

Skills

  • Product Support Management
  • Global NPI
  • Service Readiness
  • Service Operations
  • Talent Acquisition
  • Service Contract Pricing
  • Labor & Parts Cost Analysis
  • Cost of service
  • Product Lifecycle Management
  • Labor and parts analysis
  • Installed Equipment Support
  • Operational Excellence
  • Cost Reduction
  • Performance Management
  • KPI/Executive Reporting
  • Smartsheet
  • Power BI
  • AI-Enabled Process Improvement
  • Cross-Functional Leadership
  • R&D / Manufacturing / Quality / Regulatory
  • Vendor & Contract Management
  • AI Process Optimization
  • People Management
  • Hiring & Workforce Planning
  • Vendor management
  • Budgeting
  • Microsoft 365
  • Excel
  • PowerPoint
  • Jira
  • Molecular Diagnostics
  • Diagnostic Instruments
  • DdPCR QX Continuum
  • Life Science Instrumentation
  • Clinical Diagnostics
  • Capital Equipment
  • Field Service
  • Technical Documentation
  • AI productivity analytics
  • Remote support
  • Customer support
  • Virtual Technical Support
  • Team leadership
  • Training & mentoring
  • Technical Application Support
  • German (Native)
  • Time management strategies

Personal Information

Title: GLOBAL PRODUCT SUPPORT | SERVICE OPERATIONS | NPI | PEOPLE & FINANCIAL LEADERSHIP

ADDITIONAL EXPERIENCE

  • Associate, Medic Vision GmbH
  • German Army, Soldier, Field Intelligence Battalion
  • Technical Lead, Resolab GmbH
  • Robotics SME & Sales Agent, Robotics 4 You GmbH
  • Technician, Movies Theater Friedberg GmbH
  • Technician, Omni Tech GmbH
  • Production Line Worker, Poppe GmbH

Languages

English
Full Professional
German
Native or Bilingual

Timeline

Global Product Support Engineer, Sr. | Global NPI Process Lead

BIO-RAD LABORATORIES
01.2022 - Current

Field Service Engineer

BIO-RAD GMBH
01.2020 - 01.2022

Biomedical Engineer | Project Engineer

UNIVERSITY HOSPITAL GIESSEN & MARBURG (UKGM)
01.2017 - 01.2020

Laboratory Engineer

UNIVERSITY OF APPLIED SCIENCES GIESSEN
01.2016 - 01.2017

Service Manager | Engineer

THARMAC GMBH
01.2013 - 01.2017

MASTER OF BUSINESS ADMINISTRATION (MBA) -

University of Phoenix

Master of Science - Biomedical Engineering

University of Applied Sciences Giessen

Bachelor of Science - Biomedical Engineering

University of Applied Sciences Giessen
MARTIN SUTTNER