Robert Garcia
Ripon
Summary
Operations expert with 20+ years in global technical support and supply chain management. Skilled in SAP and Salesforce, overseeing team performance and optimizing logistics operations to boost service delivery. Bilingual capabilities enhance customer interactions, driving improvements in service quality and team cohesion across multiple regions.
Overview
27
27
years of professional experience
Work History
Capital Equipment Technical Support Manager
Boston Scientific
08.2022 - Current
- Managed technical support center operations for Servicer in US and Latin America
- Led team of 7 agents to deliver consistent technical support
- Coordinated the scheduling of field service engineers to optimize resource allocation
- Oversaw daily inbound calls, emails, and service complaints to ensure timely resolution
- Reported weekly on backlog items for Lumenis products to track service performance
Distribution Aftersales Customer Service Manager
Lumenis Inc.
Santa Clara
03.2018 - 07.2022
- Led team of 3 direct reports to enhance post-sales support
- Streamlined return merchandise authorization processes to improve customer satisfaction
- Manage Post Sales support for US, Latin America and Canada
Customer Relations Manager
Lumenis Inc.
05.2010 - 03.2018
- Managed pre and post sales support for Latin America and Canada, ensuring customer satisfaction and timely resolution of inquiries
- Oversaw demo medical equipment inventory and installation, managed Americas RMA return material process and conducted inventory cycle counts to maintain accuracy
- Coordinated material movements in UPS distribution center in Louisville, KY, optimizing logistics operations and supporting efficient order fulfillment
- Managed purchasing for OEM capital equipment distribution
Medical Customer Relations Manager
Lumenis Inc.
02.2008 - 05.2010
- Led Medical Customer Relations Inside Sales Support Team to enhance customer engagement
- Coordinated North America’s pre and post-sales support for distributors in Canada and Latin America to ensure seamless operations
- Oversaw aftersales support for consumables and accessories purchases to improve customer satisfaction
Customer Service Manager
Lumenis Inc.
05.2005 - 02.2008
- Managed a team of 12 customer service support coordinators including call center supervisor
- Managed daily customer response center operations including budgeting, hiring, developing, training, conducting annual reviews, and overseeing credits and collections to enhance team effectiveness and customer satisfaction.
- Oversaw service-related issues including installation of capital equipment, demo inventory management, aftersales purchases, warranty issues, customer technical support, scheduling field service engineers, logistics, trade shows, and workshops to ensure seamless service delivery.
Technical Customer Support
Cutera
Brisbane
06.2004 - 05.2005
- Provided technical customer support to customers via phone, email and chat.
- Provided technical support when needed to resolve complex customer queries.
- Ensured timely resolution of customer issues by working closely with internal teams such as sales, marketing and technical support staff.
- Resolved service-related issues through installation of capital equipment, warranty resolutions, and direct customer technical support.
Outside Sales / Design Consultant
Dome Lighting Creations
Concord
01.2003 - 06.2004
- Conducted field sales of residential lighting across Northern California territory, increasing brand visibility
- Oversaw sales functions including prospecting, installation, and trade show participation to drive customer engagement
- Consulted with clients to identify lighting needs and preferences.
- Designed customized lighting solutions using industry-specific software tools.
- Presented design concepts to clients through detailed visual mockups.
Customer Service Manager
Coherent Medical
Santa Clara
08.1999 - 01.2003
- Led team of 21 customer service support coordinators, including call center supervisor, to ensure effective service delivery.
- Oversaw service-related issues including installation of capital equipment, warranty resolutions, customer technical support, scheduling field service engineers, and managing logistics for trade shows.
- Coordinated daily operations of customer response center, managing budgeting, hiring, training, annual reviews, credits, and collections.
Education
Bachelors of Science Degree - Business Management
University of Notre Dame de Namur
Belmont, CAAssociate of Science Degree - Electronics Technology
Foothill College
Los Altos, CASkills
- SAP key user
- Salesforce
- ServiceMax
- Dispatch coordination
- Manufacturing process knowledge
- FieldWatch
- Data analysis
- ISO documentation
- Database management
- Microsoft Office Suite
- Technical troubleshooting
Summary Of Qualifications
20+ years of international business experience across North America and LATAM., SAP Key User (SD, MM modules), Salesforce, Service Max, and MFG-PRO., RMA processing, inventory control, and distribution center coordination., Proven track record of managing teams ranging from 3 to 21 personnel, including hiring, training, and performance evaluations., Fully proficient in English and Spanish.
Languages
Spanish
Professional
Timeline
Capital Equipment Technical Support Manager
Boston Scientific
08.2022 - Current
Distribution Aftersales Customer Service Manager
Lumenis Inc.
03.2018 - 07.2022
Customer Relations Manager
Lumenis Inc.
05.2010 - 03.2018
Medical Customer Relations Manager
Lumenis Inc.
02.2008 - 05.2010
Customer Service Manager
Lumenis Inc.
05.2005 - 02.2008
Technical Customer Support
Cutera
06.2004 - 05.2005
Outside Sales / Design Consultant
Dome Lighting Creations
01.2003 - 06.2004
Customer Service Manager
Coherent Medical
08.1999 - 01.2003
Bachelors of Science Degree - Business Management
University of Notre Dame de Namur
Associate of Science Degree - Electronics Technology
Foothill College