ROBERT WILHELM
New Franklin,Ohio
Summary
Dynamic leader with a proven track record at Sysmex America in driving service excellence and enhancing customer experiences. Expertise in strategic planning and performance coaching led to improved team engagement and recognition through district awards for overall service performance. Committed to talent development and fostering cross-functional collaboration to achieve organizational goals.
Overview
39
39
years of professional experience
Work History
North Central Zone Director
SYSMEX AMERICA, INC.
Lincolnshire, IL
02.2023 - Current
- Provide strategic leadership for a multi-state field service organization supporting laboratory diagnostic customers throughout the North Central Region.
- Lead District Service Managers and field service teams in delivering exceptional customer experiences and operational performance.
- Modernized service policies and procedures to improve consistency, efficiency, and organizational alignment such as the Out of Market Instrument Move process and Third Party Sales process.
- Initiated enhancements to the service delivery model to better support Service Engineers and District Service Managers such as the PM alert program and Late call alert program.
- Improved product change communication processes, strengthening collaboration among Service, Sales, Applications, Technical Support, Training, Technical Product Managers, back-office associates and Executive Leadership.
- Utilize performance metrics and operational data to drive accountability, performance improvement, and organizational effectiveness.
- Develop future leaders through coaching, mentoring, succession planning, and performance management.
- Utilized targeted mentoring to elevate the performance of Service Engineers who were not meeting the Sysmex standards.
- Utilized an all hands on deck attitude when the company or department are faced with major challenges like the issues Chrome version upgrades on XNLs caused and the UF5000 calibration challenges.
District Service Manager
SYSMEX AMERICA, INC.
07.2019 - 02.2023
- Managed and developed a team of Service Engineers supporting complex hematology, urinalysis laboratory systems.
- Improved operational performance through KPI-driven coaching, performance management, and workforce development to the point that the district won District of the year.
- Enhanced employee engagement and retention through mentoring and developing personal relationships and investing in their careers.
- Participated and contributed to customer escalation resolutions in working with the TC group and local SE.
- Partnered closely with Sales and Applications teams to improve customer outcomes and service effectiveness.
- Communicated organizational priorities, policy updates, and operational initiatives to field teams.
Lead Field Service Engineer
SYSMEX AMERICA, INC.
04.2017 - 07.2019
- Led complex installations, troubleshooting efforts, and customer escalation support.
- Trained and mentored Service Engineers to improve technical competency and service consistency.
- Served as technical subject matter expert and Chairman of the Service Advisory Board.
Field Service Engineer
SYSMEX AMERICA, INC.
04.2009 - 04.2017
- Delivered installation, maintenance, repair, and technical support for laboratory diagnostic instrumentation.
- Achieved exceptional customer satisfaction through responsive service and strong customer relationships.
- Collaborated with cross-functional teams to resolve complex technical issues and support critical customer operations.
Field Service Engineer
SIEMENS DIAGNOSTICS DIVISION
Deerfield, IL
01.2004 - 04.2009
- Provided technical support, preventive maintenance, repairs, and installations for diagnostic laboratory instrumentation.
- Maintained high customer satisfaction while ensuring reliable operation of mission-critical laboratory systems.
Lead Medical Technologist
SUMMA HEALTH SYSTEM
Akron, OH
06.1987 - 01.2004
- Provided laboratory expertise and technical leadership supporting patient care and laboratory operations.
- Developed extensive knowledge of laboratory workflow, diagnostics, quality systems, and customer needs.
Education
Bachelor of Science - Medical Technology
West Liberty State College
West Liberty, West VirginiaSkills
- Leadership & Strategy
- Operations & Business Excellence
- Strategic Planning & Execution
- Operational Excellence
- Leadership Development
- Field Service Operations
- Organizational Development
- Service Delivery Optimization
- Talent Management & Succession Planning
- Customer Experience & Retention
- Change Management
- KPI & Performance Management
- Performance Coaching
- Process Improvement
- Cross-Functional Leadership
- Budget & Resource Management
- Employee Engagement
- Stakeholder Communication
Professional Development
Sysmex Management Academy, Certificate in Management Skills
Timeline
North Central Zone Director
SYSMEX AMERICA, INC.
02.2023 - Current
District Service Manager
SYSMEX AMERICA, INC.
07.2019 - 02.2023
Lead Field Service Engineer
SYSMEX AMERICA, INC.
04.2017 - 07.2019
Field Service Engineer
SYSMEX AMERICA, INC.
04.2009 - 04.2017
Field Service Engineer
SIEMENS DIAGNOSTICS DIVISION
01.2004 - 04.2009
Lead Medical Technologist
SUMMA HEALTH SYSTEM
06.1987 - 01.2004
Bachelor of Science - Medical Technology
West Liberty State College