2. • Short CV
• Customer Satisfaction
• Processes
• Service organization
• Trends
• Handling Complaints
• Corrective and Preventive actions
• Self Service
• Skills
• Team
• Leadership
• Vision
CONTENT
3. SHORT CV
Work path
From To Company name City Country Position
2006 Present Given Imaging, Ltd. Yoqneam Israel Global Head of Customer Support
2005 2006 Given Imaging, Inc. Atlanta USA US Customer Support Manager
2002 2005 Given Imaging, Ltd. Yoqneam Israel Corporate Customer Support Manager
2001 2002 PSC Medical, Inc. Newton USA Chief Operations Officer
2000 2001 Odin Medical, Inc. Newton USA VP Customer Support
1997 2000 ESC Medical, Ltd. Yoqneam Israel Corporate Service Manager
1994 1997 Indigo America, Inc. Los Angeles USA Field Service Engineer
1982 1994 Plazit K. Gazit Israel Electrical plant maintenance manager
Define service policy and strategy
Develop business processes (SOPs)
Manage and lead the Global Technical Support organization (>30 employees)
Develop training programs and Manuals
Provide tier 2 and 3 support to Subsidiaries and Distributors (>60 countries)
Develop the ERP (SAP) CS/SD system to support dynamic changes of the business processes
Generate timely base reports to control products reliability
Develop portals for Distributor’s self-service
Proactively initiate surveys to measure Customer Satisfaction
Analyze warranty costs and setup goals to reduce company expenses
Manage the Repair Lab as a P&L unit
Lead Complaints investigations according the strictest regulatory standards (FDA, ISO, PMDA)
Initiate corrective and preventive actions based on trends and MTBF reports
Manage all post-sales logistics processes (RMA, spare parts forecast, etc.)
Manage the install base and system configuration
Consistently provide outstanding Customer Support measuring performances and defining objectives
Define products serviceability
Create and establish the US call center
Develop, implement and control field changes
Develop Service Agreements
Hiring of all Subsidiaries’ Managers
. . .
4. CUSTOMER SATISFACTION
SENSING CUSTOMERS’ OPINION
10
If you are a Distributor of other medical
products, how would you grade Given's
Customer Support compared with others?
6 5 6 6 5 5 5 6 NA NA 5 5 3
5.18
1 2 3 4 5 6
11
When you need to receive a compensation
for a procedure that failed (i.e.: capsule
credit), are you satisfied with the time that
it takes to get an answer?
3 6 5 4 4 5 NA 5 4 4 4 3 4
4.25
1 2 3 4 5 6
12
When you need to replace a product (i.e.:
DataRecorder), are you satisfied with the
time that it takes to get an answer?
5 4 NA NA 4 NA NA 5 4 4 4 4 2
4.00
1 2 3 4 5 6
13
When you need to receive instructions to
resolve a problem, are you satisfied with
the response time?
5 6 4 6 4 5 5 5 3 3 5 5 1
4.38
Worse About the same Better
I'm not satisfied Plus-minus Very satisfied
I'm not satisfied Plus-minus Very satisfied
5. PROCESSES
DEVELOPING AND IMPLEMENTING CONTROLLED WORKING PROCESSES
Create SR
Material
involved
Capsule
involved
Warranty Create Tasks Create ZRA Replace
Repair
Loaner
1. Send Temp. X - real
2. Return Y - real
2. Pick up Temp. X - SAP only
2. Replace X - SAP only
2. Move Y from status E to
0091 Unrestricted
1. Return Y
2. Outbound Y
1. Send Temp. X - real
2. Return Y - real
3. Outbound Y - real
4. Pick up temp X - real
Invoice Add Credit -Debit
Request PO
Create Tasks
CD review
and
detailed report
DOA
Approve
Credit
Reject and
Inform Customer
Release Task
(TSRL)
Complete Task
by Manager
(TSCO)
Create
CR - OR
Task Successful
(TSSC)
Complete SR
No
Yes Yes
No
Create Tasks
CompleteTasks
No
No
Yes
Yes No
Yes
Yes
Yes
Yes
Yes
No
No
No
Complete Task
Comments:
Y is customer's damaged material
X is equipment from storage
1 2 3 4 are different days
6. SERVICE ORGANIZATION
BUILDING A TOTAL SERVICE ORGANIZATION
GI
Customer
Support
Service
Operations
Customer
Operations
Technical
Support
Call Center Logistics
Material’s
delivery
Spare Parts
inventory
RMA-RTV
Repair Lab
Help Desk
HW, SW,
Applications
Hot Line
Regions
US-ROW
Field Service &
Applications
Installations &
In Service
Infrastracture
Customer
Satisfaction
Business
Development
Service
Contracts
Warranty
Policy
Turnkey
Projects
Umbrella
Handling
Service Requests
Reports &
Surveys
Hiring - HR
ERP, Portals
Processes
Master data
maintenance
Per call &
SP policy
Regulatory
CRB
Product
Support
Product
Specialist
Field Modification
Instructions
R&D – QA – PM
interface
SP & Tools
definition
Training &
Technical Writing
14. VISION
EXCEEDING EXPECTATIONS
Develop the Service Organization as a
strategic tool for penetrating new markets,
managing existing ones and generating
substantial revenue and profit while
maintaining a strong focus on the customer.
