tom buckley

Capital Equipment Technical Services is focused on providing global service and support for BSC capital equipment in the field with a goal to maximize customer uptime and exceed end user expectations. This includes call centers, field service, technical support, training, contracts and business development functions in support of all divisions and regions.

Responsible for leading and managing AMS capital equipment worldwide services. Lead worldwide field service teams in North America, Asia Pacific, Latin America, EMEA and factory services in Minnesota, California and Netherlands to deliver $10M in profitable revenue. Developed Service P&L. Developed service P&L for worldwide technical service business. Worked closely with finance and regional manager’s to develop, plan and deliver $10M in profitable service business from service contracts, spare parts and billable services. Team lead for Service module during company-wide implementation of JDE. Version 3.1 was 18-month implementation requiring tightly integrated company wide cross-functional team. Developer of real-time customer satisfaction / Net Promoter Score (NPS) survey. Implemented customer service survey as immediate feedback system and furthered customer satisfaction through corrective action.

Responsible for leading and managing AMS capital equipment services.

Responsible for developing and directing cost effective and high-quality technical services to the worldwide customer base. Worked in collaboration with engineering, manufacturing, sales, marketing and project management functions to establish and implement annual operating plan to support worldwide customers. Service operations management. Worked with worldwide service management team to budget, manage and profitably meet service objective for $45 million service business. This includes quarterly financial forecasting and monthly reviews. Developed and implemented Balanced Scorecard approach to managing services business. Focused on financials, innovation, continuous process improvement, and customer satisfaction. Team lead for Customer Service module during company-wide implementation of SAP 3.1 (1999), SAP 4.6 (2000) and Europe implementation (2002-2004). Version 3.1 was 15-month implementation requiring tightly integrated company wide cross-functional team.

Managed operations for project engineering and order processing, mechanical and electrical engineering, software engineering, technical writing, mechanical and electrical assembly, and systems integration and service. Supervised 40 employees in Berlin and across Europe. Planned and produced revenue from shipments/contracts to contribute to division’s revenue and profit goals. Accurately estimated project content, cost, and delivery, sharing responsibility with marketing. Contributions: Increase margins 15% within two years by focusing operations team on goal and aligning resources to meet this objective. Closely collaborated with marketing team and U.S. headquarters; impact of leadership and team effort dramatically exceeded expectations. Reduced cycle time for system acceptance from two months to three weeks through use of a task-team approach with a TQM Roadmap to Problem Solving process. Developed European Service Group from the UK, France, Italy, Sweden, and German offices. Led group to ensure profitable revenue growth and customer satisfaction.