Matthew Deane
Granite Bay,CA
Summary
Skilled manager and analytical problem-solver with talents for team building, leading and motivating to achieve and exceed goals. Excellent customer relations aptitude and ability to maintain high customer satisfaction. Collaborative leader that effectively partners with coworkers and commercial teams to drive growth. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Knowledgeable and focused fiscal oversight and growth.
Overview
27
27
years of professional experience
Work History
Senior Regional Service Manager (West Region)
Thermo Fisher Scientific Inc.
05.2019 - 10.2022
- On going strategic reassessment of regional structure and training to best support service and growth.
- Attracted, retained and developed top talent to fill both Regional Service Manager (RSM) and Field Service Engineer (FSE) roles to create top performing region.
- Pivoted and managed redeployed field teams during pandemic while maintaining service deliverables.
- Maintained and grew regional revenue of >$44M (>$40 contract / >$4M billable)
- Tracked KPIs against goals to help develop strategic improvement plans and monitor process changes.
- Cultivated open communication, collaboration, competitiveness and shared accountability for business success and growth.
- Consistent and timely customer escalation resolution, directly or in support of RSM.
- Active participant on several national process improvements and implementations.
- Hands on supply chain escalations and resolutions.
- Intermittently managed sub-region teams consisting of 7 to 22 when needed.
Regional Service Manager (Southwest Region)
Thermo Fisher Scientific Inc.
07.2013 - 05.2019
- Established team priorities, maintained service deliverables and monitored performance.
- Effectively hired, trained and mentored staff of 15 - 22 direct reports (Supervisors and FSEs).
- Established performance goals for employees to support Company goals. Provided feedback monthly to drive success.
- Increased customer satisfaction through effective escalation resolution and customer visits..
- Improved commercial delivery process through sales order and installation reviews.
- Developed and implemented cross training paths to meet current and future regional growth .
- Grew contract and billable revenue (>$20M)
Regional Service Manager (Southwest Region)
Thermo Fisher Scientific Inc.
08.2011 - 07.2013
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained service deliverables and monitored performance.
- Developed employee training and cross-training paths to boost performance and enhance business results.
- Effectively supervised staff of 18 - 33 direct reports by communicating and implementing company policies, procedures, and changes.
- Built collaborative relationship with commercial teams to achieve growth targets.
- Developed understanding of sales and service deliverables, policies, procedures and ERP / Customer Interaction software across multiple product lines and divisions.
- Active contributor and leader for regional and national changes as determined through Practical Process Improvement (PPI).
Regional Service Manager (West Region)
Thermo Fisher Scientific Inc.
03.1996 - 08.2011
- Managed service scheduling to exceed service entitlements and improve customer allegiance.
- Developed employee training and cross-training paths to boost regional capabilities and flexibility.
- Effectively supervised staff of 16 - 27 direct reports (FSEs) by communicating and implementing company policies, procedures, and changes.
- Established performance goals for employees to support Company goals. Provided feedback monthly to drive success.
- Increased service revenue through customer contract oversight and submission.
- Managed high valued Clinical customers with onsite support teams and logistics.
Education
Bachelor of Science - Chemistry
California State University - Sacramento
Sacramento, CASkills
- Leadership, Team Building
- Performance Tracking and Evaluations (KPIs)
- Customer Experience and Satisfaction
- P&L Oversight
- Employee Performance Review
- Business Growth
- Financial Management
- Escalation Resolution
- Utilization and Efficiency Improvement
- Practical Process Improvement (PPI)
- Microsoft Office, SAP, Cloud4Service
Timeline
Senior Regional Service Manager (West Region)
Thermo Fisher Scientific Inc.
05.2019 - 10.2022
Regional Service Manager (Southwest Region)
Thermo Fisher Scientific Inc.
07.2013 - 05.2019
Regional Service Manager (Southwest Region)
Thermo Fisher Scientific Inc.
08.2011 - 07.2013
Regional Service Manager (West Region)
Thermo Fisher Scientific Inc.
03.1996 - 08.2011
Bachelor of Science - Chemistry
California State University - Sacramento
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