Michael Wade
Merseyside
Summary
Coming from a background in the Armed forces I have developed many transferable skills in which I am able to utilize in my career and working life. I am a well-disciplined and confident individual who prides himself on a professional approach that delivers the highest of standards in every role I undertake. I can work under high-pressure situations, within limited time constraints leading a team to deliver a professional and efficient outcome. As Head of Service at Fujifilm Healthcare, it has allowed me to transfer my skills and work ethic to a team, giving precise and clear instructions to deliver company objectives. Representing the company in this role, I have been able to organize and motivate a service business to deliver a customer experience which I believe is best in industry.
Overview
17
17
years of professional experience
Work history
Head of Service- Modalities
Fujifilm Medical systems UK Ltd & Fujifilm Healthcare UK
05.2022 - Current
- Part of the leadership team, reporting directly into the General Manager of Fujifilm Healthcare UK, responsible for overall Service Delivery for both Fujifilm Medical systems and Fujifilm Healthcare
- Responsible for setting and delivering the Modality service strategy, focusing on establishing and implementing strategies in order to exploit both existing and new markets in addition to substantial restructuring and change management to achieve maximum efficiency and growth
- Responsible for the Service Sales Team, targeting POS (Point of Sale) on installed equipment with a 98%+ DR contract capture rate (FY23)
- Responsible for high level discussions with both potential and current customers on both contract and service queries
- Responsible for meeting SLA’s for both OEM manage service and contract customers
- Overall responsibility for setting and achieving KPI’s such as >86% FTF (first time fix), Utilization and meantime between failure
- Involvement in the Service marketing strategy along with Fujifilm UK marketing Team
- Overall responsibility for Project resourcing, implementation and sign-off for both Fujifilm Medical and Fujifilm Healthcare UK products
- Senior point escalation for customers and internal issues within the business
- Active member of the “European Service support leaders” where we discuss items and issues across the whole of Europe with a focus on building a strategy and timelines for the roll out of actions across the countries
- Management of SG&A ratio to sales on a quarterly basis
- Management of the Service P&L on a quarterly basis
Service Delivery Manager
Fujifilm Medical systems UK Ltd
07.2019 - 05.2022
- Responsible for a team of 32 engineers, applications specialists and regional Team Leaders throughout the UK
- Responsible for the day-to-day running of the Modality Service Business for Fujifilm medical systems UK
- Responsible for both the technical elements and resource allocation for modality service throughout the UK
- Responsible for meeting SLA’s for both a manage service and contract customers
- Responsible for organising and implementing training plans, ensuring the field service team are working to the highest stand on the equipment
- Carry out quote reviews for chargeable works
- Escalation point for customer complaints and responsible for addressing any issues offering a swift resolution to their issue
- Carrying out face-to-face quarterly service review meeting with customers ensuring we are delivering a high level of service
- Responsible for organizing training plans each year, giving the service team the tools to work to the highest standard
- Drive company KPI’s for both engineering and applications teams
- Working with the deputy General manager to ensure our SG&A target is met.
North UK Engineering Team Leader
Fujifilm Medical Systems UK Ltd
10.2017 - 07.2019
- Responsible for an engineering team of eight who carry out preventive maintenance and repair of Fujifilm’s Medical product range
- Responsible for raising technical escalations within the North UK region
- Responsible for customer escalation within the North UK region
- Conduct quarterly review meetings with customers, reviewing our performance and taking away any actions to meet the customer’s needs
- Responsible for the day-to-day running of the North UK region, ensuring all breakdowns and scheduled maintenance visits are completed in a timely and efficient manner
- Driving a first-time fix attitude to the team and working to meet and exceed all our SLA’s
- Meeting KPI’s set for the North UK Engineering team and the individuals within it
- Responsible for carrying out Bi-annual employee performance reviews for North UK engineering team.
Customer Service Engineer
Fujifilm Medical Systems UK Ltd
10.2015 - 10.2017
- Part of a team who are responsible for the preventative maintenance of Fujifilm’s medical product range including the IVD portfolio
- Attend breakdown call outs, diagnosing problem and implementing first time fix attitude
- Installing and carrying out a smooth integration of Fujifilm’s product range within new sites
- Carrying out self-administration making sure expenses are submitted on time and that I am up to date with all engineering bulletins.
Integration Engineer
L-3 Communications (SDS)
12.2011 - 10.2015
- Working on projects across the world, from the initial site survey through to installation and commissioning of X-ray systems and millimeter wave technology body scanners
- Completing all relevant documentation and providing a full handover of systems to the client
- Part of the global training team at L-3 Communications (SDS) delivering training packages to clients on security systems around the world
- Service and repair of equipment mainly in the airport security sector, including conventional and automated X-ray machines
- Trained in Computed Tomography systems used in an Airport security environment
- Trained in millimeter wave technology used in body scanning systems
- Responsible for the organization and implementation of periodic maintenance visits in the North region
- Attend breakdown call outs, diagnosing problem and implementing first time fix attitude.
Armed Forces Electronic Engineer
Royal Electrical Mechanical Engineers
04.2007 - 12.2011
- Responsible for the inspection, fault diagnosis, maintenance and repair of electronic / electrical components held within Bowman Radio System
- Working within a team who were responsible for GMLRS (Guided Multi-Launch Rocket Systems) electronics systems
- Working on the hydraulic system within the GMLRS platform
- Working under intense pressure and stress whilst remaining focused
- Responsible for the maintenance and repair of GPS Guided Rocket System
- Excellent communication and leadership skills
- Excellent reporting skills
- Excellent team working skills.
Education
Custom
I enjoy socialising with friends and family. I participate in sports such as football and Golf.
Personal Information
- Date of birth: 03/01/24
- Nationality: British
Timeline
Head of Service- Modalities
Fujifilm Medical systems UK Ltd & Fujifilm Healthcare UK
05.2022 - Current
Service Delivery Manager
Fujifilm Medical systems UK Ltd
07.2019 - 05.2022
North UK Engineering Team Leader
Fujifilm Medical Systems UK Ltd
10.2017 - 07.2019
Customer Service Engineer
Fujifilm Medical Systems UK Ltd
10.2015 - 10.2017
Integration Engineer
L-3 Communications (SDS)
12.2011 - 10.2015
Armed Forces Electronic Engineer
Royal Electrical Mechanical Engineers
04.2007 - 12.2011
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