Michael J. Fox
West Seneca,NY
Summary
Dynamic Customer Success Manager with a proven track record at Beckman Coulter Inc., excelling in customer relationship management and performance metrics analysis. Expert in driving account growth and optimizing workflows, I deliver impactful technical training while fostering strong relationships, ensuring compliance, and enhancing customer satisfaction.
Overview
26
26
years of professional experience
Work History
Customer Success Manager
Beckman Coulter Inc.
05.2024 - Current
- Managed strategic relationships with hospital and reference laboratory customers, driving instrument uptime, workflow optimization, and long-term customer retention.
- Served as primary point of contact for post-installation support, coordinating service, applications, and sales teams to resolve issues and exceed customer expectations.
- Led onboarding, training, and adoption initiatives for immunoassay, chemistry, and automation platforms to maximize clinical and operational value.
- Monitored performance metrics, service trends, and customer feedback to proactively address risks and identify growth and optimization opportunities.
- Partnered with sales and leadership to support contract renewals, expansions, and customer advocacy while ensuring compliance with regulatory and quality standards.
Senior Field Service Engineer
Beckman Coulter Inc.
05.2018 - 05.2024
- Installed, maintained, and repaired immunoassay, microbiology, and hematology diagnostic instruments in hospital and reference laboratory environments.
- Diagnosed and resolved complex electro-mechanical, fluidic, optical, and software issues, minimizing downtime and supporting uninterrupted patient testing.
- Performed preventive maintenance and corrective actions in compliance with FDA, CLIA, CAP, ISO, and internal quality system requirements.
- Served as a technical expert for assigned territory, supporting escalations and collaborating with Technical Support, Applications, and Engineering teams.
- Delivered customer training, maintained accurate service documentation, and consistently met service-level agreements (SLAs).
Medical Laboratory Technologist
Sisters of Charity Hospital, Catholic Health
Buffalo, New York
09.2005 - 05.2018
- Conducted clinical laboratory tests within various departments: Hematology, Chemistry, Blood Bank, Urinalysis, Coagulation.
- Proficient with the following instruments: Unicel DxC600, DxC800, AU680 Synchron Clinical System (Beckman Coulter), AU5800 Clinical Chemistry System (Beckman Coulter), Access DxI clinical system, Access 2 Immuno Assay System (Beckman Coulter), Iris I Chem Velocity, Coulter LH 500 (Beckman Coulter), Echo Galileo (Immucor Gamma), Electra 1400C Automatic Coagulation Analyzer, ACL TOP 500 CTS (Instrumentation Laboratories), Radiometer ABL 800, Variant II (BioRad).
- Conducted quality control and maintenance on all instrumentation within the laboratory.
- Responsible for training new technologists on laboratory instrumentation.
- Supervised yearly competencies for technologists within the laboratory.
- Educator of students from affiliated college programs.
- Principal operator Electra 1400C Automatic Coagulation Analyzer.
- Supervised quality control, maintenance.
Medical Laboratory Technologist
Lakeshore Hospital, TLC Health Network
09.2005 - 01.2009
- Performed preventative maintenance on laboratory instruments to ensure optimal performance.
- Performed laboratory tests and analyses on blood, urine, and other body fluids samples using automated equipment.
- Collaborated with healthcare professionals to discuss test results and findings.
Army Honor Guard Territory Leader (Buffalo Territory)
Army National Guard, New York
09.1999 - 10.2005
- Performed Funeral Honor services for deceased veterans and fallen soldiers.
- Called on Funeral Directors to persuade them to use our services.
- Performed professional demonstrations.
- Recruited, trained and supervised new Honor Guard Soldiers.
- Developed leadership, self-discipline and communication skills.
- Improved ability to multitask by handling varied situations under stressful conditions.
Research Technician
Roswell Park Cancer Institute
05.2004 - 09.2005
- Laboratory Manager Duties including: Negotiated contract pricing with multiple Biotech companies, Purchased all laboratory items, Coordinated and conducted maintenance of laboratory instruments.
- Radiation Safety Officer: Responsible for maintaining RPCI radiation safety standards within the laboratory by supervising storage, disposal, and usage of radioactive material.
- Developed skills in western blotting, protein electrophoresis, tissue culture maintenance, flow cytometry, transgenic infections, radiation safety procedures.
Substitute Teacher
Silver Creek Central Schools
12.2002 - 04.2004
- Improved ability to communicate with students in a wide variety of subjects and situations.
- Enhanced organizational skills through lesson planning.
Education
Bachelor of Science - Molecular Genetics, Biomedical Sciences
State University of New York At Fredonia
Fredonia, NY08.2003
Skills
- Customer relationship management
- Account growth strategies
- Performance metrics analysis
- Regulatory compliance management
- Technical training delivery
- Clinical laboratory operations
- Workflow optimization
- Problem solving
- Relationship building
Timeline
Customer Success Manager
Beckman Coulter Inc.
05.2024 - Current
Senior Field Service Engineer
Beckman Coulter Inc.
05.2018 - 05.2024
Medical Laboratory Technologist
Sisters of Charity Hospital, Catholic Health
09.2005 - 05.2018
Medical Laboratory Technologist
Lakeshore Hospital, TLC Health Network
09.2005 - 01.2009
Research Technician
Roswell Park Cancer Institute
05.2004 - 09.2005
Substitute Teacher
Silver Creek Central Schools
12.2002 - 04.2004
Army Honor Guard Territory Leader (Buffalo Territory)
Army National Guard, New York
09.1999 - 10.2005
Bachelor of Science - Molecular Genetics, Biomedical Sciences
State University of New York At Fredonia