Michael Russell

Global business leader responsible for developing and expanding service processes, products, and annual revenue capture. Provide leadership to a global team of sales and service operations teams to create accretive value to both the customer and to internal stakeholders. Driver of organizational change in building standardized processes and methods in a fast-paced, high-growth company. Voice of service business on GenAI council responsible for developing AI solutions to improve service delivery experience. Responsibilities include P&L management with executive service revenue forecasts across 7 global regions, guiding deal creation and realization; championing continuous improvement in field service customer processes including debriefing standards, paid service pricing, staffing levels, customer quotes, and backlog conversion; developing and executing customer negotiation strategies that align internal growth priorities with customer requirements.

Strategic commercial account leader responsible for the entire GE Healthcare services and equipment portfolio at several key accounts. Thought leader and partnership-minded consultant who combines a deep understanding of strategic goals, market position, and budget with service and product offerings that deliver accretive (customer) value. Lead the account community team to develop long-term strategic business plans that align with customer goals.

Director responsible for the growth and profitability of a complex medical device service operations business (P&L) through leadership and development of a team of 65 employees including managers. Established ultimate customer loyalty by growing and maintaining executive partnerships and instilling a customer-first culture across my team and developed strategic goals and forecasts to successfully deliver profitable installations, maintenance, and repair of medical devices, and growth of the customer contract base.

Executive leader with responsibility for medical equipment services in multiple enterprise-wide hospital systems. Led execution of contract deliverables and new offerings. Developed a company-adopted best practice with KPI dashboards and delivered C-Level executive-level reviews. Collaborated with cross-functional teams on invoice resolutions and customer escalations. Partnered with hospital executive teams to develop long-range capital planning strategies. Identified improvement opportunities to reduce portfolio risk and increase equipment availability and performance.

Industry-certified Lean Six Sigma Black Belt focused on medical software/hardware implementation projects in enterprise-wide hospital systems. Managed GE matrixed resources, project schedule, delivery, testing, and installation. Facilitated technical and clinical workflow discussions between internal and external resources. Provided pre-sale technical review and project support in generating customer quotes, comprehensive sales order reviews, post-sale follow-up, and project scope change. Developed corporate deployed project management tool resulting in a 20% reduction in administrative time and streamlined customer presentation package.

Lean champion who delivered exceptional product quality through leading quality and lean improvement opportunities for 60+ suppliers. The primary mediator between engineering, marketing, production, customers, and external suppliers. Approved new suppliers through a robust qualification process. Assured supplier compliance with Quality Management System and regulatory requirements. Managed the execution of root cause investigations, statistical process analyses, and corrective and preventive action plans. Developed a tool and process to integrate several data streams into a concise report which was adopted by peer group.