Terry Carter Email Address

Director Worldwide Customer Service Security and Inspection Products

World's largest independent supplier of medical X-ray tubes and image processing solutions.

Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers worldwide. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved. Manages a profit and loss center. Manages the Product Support Engineering team (interface between the factory and service teams) and external training team. Oversees the development of service analytics to drive continual improvement to enhance customer service experience and overall service profitability. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.