Craig Bolger

Proven leader in the Sales, Customer Service, Customer Support, Call Center and Field
Service industries
Sun City, AZ 85373
Home: 623-777-1921

Mobile: 814-330-7753

Email: craigandmaria@cox.net

WORK EXPERIENCE

Customer Support Analyst

Delta Health Technologies - Altoona, PA - September 2014 to March 2015
Responsible for providing Software Application Support to Home Health Agencies within North America.
Requires testing application to reproduce customer submitted defects, routing summaries of test validations
with objective evidence to Software Development Engineers and training customers on user acceptance
criteria.

National Service Operations Manager

DIAGNOSTICA STAGO - Parsippany, NJ - March 2011 to August 2014
Responsible for all North American Field Service, Clinical Application Training and
Technical Call Center for the Hemostasis Laboratory Industry.
Modified and implemented monthly tracking and trending of key business metrics for each
organization
Implemented 3rd party Customer Satisfaction Survey to drive continuous improvement
Initiatives which resulted in three consecutive North Face Awards for excellence in customer service
Develop and present monthly operations reviews to Executive Management Team
Responsible for $14M service contract revenue
Successfully integrated acquired Tcoag U.S. Incorporated with
Diagnostica Stago

Sales Representative
HAEMONETICS CORPORATION - Braintree, MA - 2008 to 2010
Provide Sales and Customer Support to Plasma Collection Industry in North America with total annual sales
of $165M
Managed a $40M portfolio while exceeding AOP with double digit growth in 2008, 2009 & 2010
Developed strong customer relationships at the C-Suite, Director and Regional Manager levels
Successfully signed three new customers with forecast annual sales of $14.5M and extended
contract terms for five additional years with three existing customers
Developed strategic account plans for entire customer base

Director, North American Field Service Operations

HAEMONETICS CORPORATION - 2003 to 2007
Responsible for all North American Field Service, Technical Call Center and Depot Systems for the Surgical, Blood
Bank and Plasma Component Collection Industries..
Oversee full P&L responsibility with annual revenue of $5.2M, exceeding AOP for sales 4
consecutive years
Six Sigma Green Belt Team Leader resulting in a 54% reduction in repeat service
calls and a $75K reduction of field inventories
Develop and present monthly quality and reliability data to a cross functional group including
Sales, Quality Systems, Regulatory, R&D and Manufacturing
Develop and present monthly business operations reviews to the Corporate Leadership Team
Represent Field Service in all new product developments ensuring field serviceability
Functioned as keynote speaker in the 2006 Omega Customer Satisfaction Conference as well as the 2003
Interlog Medical Device Conference

National Service Manger

HAEMONETICS CORPORATION - 1999 to 2002
Managed 16 Field Service Engineers throughout the United States including implementing
performance management programs ensuring the highest level of customer satisfaction
Tracked and followed trends to consistently achieve key business metrics for Field Service,
Technical Call Center and Depot Repair including response time, first day fix, on-time
preventive maintenance, service contract sales, time and material sales, telephone live answer
rate, hold time, telephone call abandon rate, depot backlog and depot production

 Responsible for hiring, training, coaching and administering performance appraisals and consistent feedback.
Acted as Team Leader for PCS2 Process Capability Study to define final product volume and Team Leader
for the Red Blood Cell Spill Team submitting design changes and training programs resulting in a 45% decrease in
RBC spills nationwide

Sales Representative
NEW PIG CORPORATION - Tipton, PA - 1996 to 1998
Maintained national accounts increasing sales by 10% on a yearly basis with a
product line including industrial absorbents for emergency leak and spill response of hydraulic oils, fuels and
hazardous materials
Maintained sales in a position with accounts that were 70% inside sales and 30% outside sales while
increasing sales 30% within the Defense Contract industry
Trained customers and new hires on the application and specifications of products

Field Service Engineer

HAEMONETICS CORPORATION - Braintree, MA - 1989 to 1995
Actively responsible for the installation, repair, upgrade and preventive maintenance of automated blood
processing systems used in the Surgical and Blood Component
collection markets
Developed maintenance training programs for Plasma Collection Business
Performed role as lead instructor for Surgical Biomed Training Program
Recipient of the Field Service Engineer of the Year Award in 1991, 1993
Recipient of the Outstanding Achievement Award in 1990, 1992, 1994
Successfully sold the highest revenue of service contracts for 5 consecutive years
Relocated 4 times at employer request to service strategic high profile regions that
required immediate ability to develop strong customer relationships and provide the highest level of customer service

Senior Field Service Engineer

TECH-TIME INCORPORATED - Sarasota, FL - 1988 to 1989
Supervised 5 field service technicians with the installation of hardware and supporting software for automated
time and attendance systems
Designed and developed a test device used to determine optimal layout of each
system based on building design requirements

Electronic Technician
FAIRCHILD DEFENSE SYSTEMS - Sarasota, FL - 1984 to 1988
Tested and performed troubleshooting on telemetry systems delivered to the
Department of Defense
Received Top Secret Clearance as well as specific U.S. Government Agency
Clearances to support special projects
Traveled to remote locations to provide field support of system hardware
EDUCATION

Associates Degree in Applied Science

Tampa Technical Institute
1984

Leadership Skills for Service Management

University of Wisconsin
SKILLS
Field Service Management (10+ years), Call Center Management (10+ years), Depot Repair Management
(10+ years), Sales (5+ years), Customer Support (10+ years), Proficient In Microsoft Office Suite
CERTIFICATIONS

Six Sigma Green Belt