Tebogo Noge
Staff Technical Support - Technical Trainer
Munich
Summary
I am an aspiring global marketing team member and a seasoned Beckman Coulter Blood Banking subject matter expert with a P4 - Professional career band. I currently lead a network of country specialists from Europe and High Growth markets. With this responsibility, I am ultimately responsible for all Service KPIs which include solving customer problems quickly for the abovementioned region. Furthermore, I provide L2 Technical support for Europe and High Growth Markets in technical/service, applications, tender support and customer support. In addition, I am an experienced Munich Center of Excellence Staff Technical trainer and a certified "Train-the-Trainer" for ALL Clinical Chemistry, Immunoassay (including DxI9000), and Blood Banking products.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Staff Technical Cust Support - Technical Trainer
Beckman Coulter Biomedical GmbH
Munich
08.2020 - Current
- Utilizing Danaher's Training and Facilitation Techniques for Instructors (TFTI) principles, I design and develop content for virtual and remote learning, and in-person instructor-led training and am the European lead and primary facilitator for all Beckman Coulter's Clinical Chemistry, Immunoassay (including DxI9000) and Blood banking products. In this capacity, I have trained product management professionals, sales professionals, applications support personnel, and field service engineers from all over the world except for US associates
- Through introduction of virtual and blended training programs in January 2021, I reduced traveling and operational costs of Beckman Coulter associates and Channel Partners attending my Clinical Chemistry, Immunoassay and Blood banking training sessions by 41%. This is about $300k savings for our company and Channel partners per year.
- Responsible and seasoned Subject Matter Expert (SME) for Beckman Coulter Europe and High growth markets Clinical chemistry and Blood banking product lines.
- Plan, coordinate, and facilitate new associates onboarding programs, Train-the-trainer sessions and mentorship programs as needed and directed by business needs to promote local self-sufficiency, business urgency to address knowledge gaps, and reduction of operational costs that comes with traveling and sending associates to Munich Center of Excellence.
- Participated and fully supported live customer demos for the DxI9000, DxC700AU, AU5800, and other models when there was a business need.
- Led a $10M PK7400 2 months 10 instruments installation project for a new market in Turkey. This entailed leading and facilitating live technical training for Turkish Beckman Coulter associates and Channel partners; Installing and mentoring and supporting local Beckman Coulter Applications specialist live during first few customer training despite many difficulties and COVID-19.
- Working closely with the Business Unit and specialists in Europe and High Growth Markets countries to provide: Effective and high-quality product and field support, Developing and implementing support plans in collaboration with country specialists to improve service efficiency, product performance, and customer satisfaction In collaboration with BU Product Management and Global Technical Support, collect and distribute product updates and information on a regular basis.
- Actively traveling to assist the Eutope and HGM regions with technical escalations and to drive a resolution in close collaboration with country specialists, Management and technical support.
- Working independently on complex issues assigned to meet company requirements and customer satisfaction, Leading a team of regional L3 specialists and ensuring key performance metrics, such as departmental efficiency, are met or exceeded.
Senior Analyst - Field Applications
Beckman Coulter South Africa Pty (Ltd)
Midrand
09.2019 - 07.2020
- Go-to person who leads, mentors, and coach Clinical Chemistry support team mates (hotline, applications specialists, field service engineers, product management and sales) on complex issues with an ultimate goal of solving customer problems much more quickly and contribute to customer satisfaction. The aim was further to generate customer referral of our brand/excellent service, more revenue from utilizing our consumables, and customer retention for our future business.
- Provided complex Applications troubleshooting and diagnosis on specialized instrumentation and systems using Danaher's Prblem Solving Process (PSP) to drive to root cause, participated in Kaizens for customer retentions and led Clinical Chemistry Daily management for maintaining sustainment of troubleshooting.
- Associates, channel partners and customer trainer for Clinical Chemistry systems. Also an ultimate lead (L3) for complex Clinical Chemistry issues in Africa.
- A local subject matter expert for Clinical chemistry. Supported all Clinical chemistry product launches and key customer demos for technical explanations and selling.
- A member of Beckman Coulter management and customer management installation project planning team for all big accounts when it related to Clinical Chemistry.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
Head: Diversity and Inclusion Committee
Beckman Coulter South Africa Pty (Ltd)
Midrand
07.2019 - 07.2020
- Led and chaired the local Diversity and Inclusion committee. My team comprised of 12 associates from various professional levels reporting to me.
- Amongst many things we achieved through my leadership, we managed to increase the awareness of Diversity and Inclusion from about 57% to >95%. Moreover, perceptions of inclusive leadership increased as a result of a drive from our D&I committee creating platforms for open and honest communication platforms where associates feel safe to raise concerns.
- Furthermore, as a Danaher certified TTT and facilitator for Growing inclusive teams, I facilitated the diversity and inclusion training sessions for South African Danaher Opcos, which included Cepheid, Beckman Coulter, Hach, and Hemocue.
Analyst II Field Systems Support - CC/IA/Haem
Beckman Coulter South Africa Pty (Ltd)
Midrand
03.2016 - 08.2019
- Focused on providing world-class training to our customers and be the key second level contact for our customers. My day-to-day duties involved installation, training and support of Clinical chemistry, supporting DxI systems and Haematology BC instruments.
- Consulting with higher management to handle difficult issues.
- Driving customer retention and ultimately customer satisfaction.
- Collaborated with team members to achieve target results.
- Worked with customers to understand needs and provide excellent service.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Improved operations through consistent hard work and dedication.
- Developed and maintained courteous and effective working relationships.
- Exceeded goals through effective task prioritization and great work ethic.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Achievements included: Leading a 16 AU system product launch and installation in Swaziland within a month of been employed in Beckman Coulter, BCSA Employee of the Month Award in recognition to contributing to “Kaizen, Continuous Improvement is our Way of Life” – 02/03/18
• BCSA Certificate of appreciation in recognition to contributing to “Kaizen, Continuous Improvement is our Way of Life” – 02/03/18
• BCSA Rookie of the year award – 15/12/16
• BCSA Certificate of appreciation in recognition to contributing to “Best team wins” – 29/07/16
Medical Technologist
Vermaak en Vennote
Pretoria
08.2015 - 02.2016
- Followed laboratory protocols for specimen processing, analysis and results reporting.
- Employed microscopic techniques to collect and study blood samples to determine number of cells, morphology and blood group, assessing compatibility for transfusion purposes.
- Identified test system abnormalities with potential for negatively affecting test performance or reporting and corrected issues.
- Trained and led interns and in-service students in the lab.
- Operated, calibrated and maintained sophisticated instruments and equipment to facilitate quality laboratory and patient care operations.
- Maintained required laboratory supplies inventory, and verified viability of supplies prior to use.
- Participated in essential quality improvement programs to maintain accurate and timely laboratory testing and meet customer needs.
- Established and monitored quality assurance programs and activities to maintain accuracy of laboratory results.
Medical Technologist
Pathcare
Klerksdorp
07.2011 - 07.2015
- Lead laboratory operations at night. Led a team of 2 phlebetomists, an intern student and a data capturer.
- Go-to person for medical doctors, working independently, analyzing pathological patient samples, making pathological diagnosis, and authorizing high quality results within excellent turnaround time.
- Performing user maintenance to the instruments used and the laboratory at large. My scope of work was limited to Microbiology, Clinical chemistry, Special (Immuno) Chemistry, Immunoassay, Blood banking and Haematology
- Employed microscopic techniques to collect and study blood samples to determine number of cells, morphology and blood group, assessing compatibility for transfusion purposes.
- Troubleshot and identified test system abnormalities with potential for negatively affecting test performance or reporting and corrected issues.
- Operated, calibrated and maintained sophisticated instruments and equipment to facilitate quality laboratory and patient care operations.
- Maintained required laboratory supplies inventory, and verified viability of supplies prior to use.
- Participated in essential quality improvement programs to maintain accurate and timely laboratory testing and meet customer needs.
Education
MBA - Master of Business Administration
University of Witswatersrand
Johannesburg, South Africa 01.2019 - 12.2020
Post Graduate Dimploma - Business Administration
University of Witwatersrand
Johannesburg, South Africa 01.2018 - 12.2018
Bachelor of Science - Medical Technology
Vaal University of Technology
Vanderbijlpark, South Africa 01.2015 - 12.2016
National Diploma - Biomedical Technology
Vaal University of Technology
Vanderbijlpark, South Africa 01.2009 - 06.2011
College Technical Certificate - N3 Electrical Engineering
Vuselela FET College
Klerksdorp, South Africa 01.2014 - 12.2014
Skills
Customer support
Timeline
Staff Technical Cust Support - Technical Trainer
Beckman Coulter Biomedical GmbH
08.2020 - Current
Senior Analyst - Field Applications
Beckman Coulter South Africa Pty (Ltd)
09.2019 - 07.2020
Head: Diversity and Inclusion Committee
Beckman Coulter South Africa Pty (Ltd)
07.2019 - 07.2020
MBA - Master of Business Administration
University of Witswatersrand
01.2019 - 12.2020
Post Graduate Dimploma - Business Administration
University of Witwatersrand
01.2018 - 12.2018
Analyst II Field Systems Support - CC/IA/Haem
Beckman Coulter South Africa Pty (Ltd)
03.2016 - 08.2019
Medical Technologist
Vermaak en Vennote
08.2015 - 02.2016
Bachelor of Science - Medical Technology
Vaal University of Technology
01.2015 - 12.2016
College Technical Certificate - N3 Electrical Engineering
Vuselela FET College
01.2014 - 12.2014
Medical Technologist
Pathcare
07.2011 - 07.2015
National Diploma - Biomedical Technology
Vaal University of Technology
01.2009 - 06.2011
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