Global diagnostic laboratory and information services company specializing in providing clinical diagnostic testing and information in 850 US locations.
- Provided direct management for the deskside support teams and transitioned employees
- Established a technician backfill process with an integrated knowledge transfer program
- Integrated service call management system and supply chain with WWITS
- Implemented in-warranty recovery, established triage tech support systems and instituted a direct end user technician feedback process
- Gained high level of end user satisfaction resulting in a rating of 4.85 out of 5