Episode 328

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Mark Florio, Senior Director of Global Robotics Service and Support at Medtronic's Robotic Surgical Technologies division, to explore 10 success factors for complex global service operations. From centering around customers and building service as a business to managing internal relationships and maintaining team motivation, Mark shares invaluable insights drawn from decades of medical device industry experience. Whether you're leading a global service organization or scaling service operations across regions, this conversation delivers practical strategies for building and maintaining world-class service delivery.

What You'll Learn:

• How to build customer-centric service operations while effectively selling service value to stakeholders 
• The framework for establishing clear roles and responsibilities between global and regional service teams 
• Why treating service as a business unit drives better outcomes than viewing it as a cost center 
• How to strike the perfect balance between standardized processes and regional customization 
• The strategy for building and maintaining strong internal partnerships across global organizations 
• Why constant communication and positive culture are essential for service excellence in high-stress environments 
• How to establish effective global service delivery while maintaining consistent quality across regions 
• The importance of selecting and nurturing service personnel who thrive in first-responder environments 
• Why proactive leadership and thick skin are crucial for maintaining team morale in service operations 
• The blueprint for creating standardized systems while allowing for necessary regional variations 

About the Guest(s)

Mark Florio is the Senior Director of Global Robotics Service and Support at Medtronic's Robotic Surgical Technologies division, bringing over 35 years of experience in the medical device industry. With a foundation in military service, Mark has been instrumental in developing and launching Medtronic's robotics program since 2014, where he oversees global service strategy, technical training, depot operations, and customer engagement. In this episode, he shares valuable insights on managing complex global service operations, drawing from his experience in scaling Medtronic's robotic surgical platform across diverse international markets. Mark's expertise in building standardized yet locally adaptable service delivery models, while maintaining consistent quality and customer satisfaction across regions, makes this conversation particularly relevant for service leaders managing global operations. His leadership in developing service as a strategic business function, rather than just a support operation, offers valuable lessons for service executives looking to enhance their global service delivery capabilities. 

Follow Along:

• [00:00] Intro and Welcome 
• [01:05] Journey into Medical Device Service Leadership 
• [08:09] Building Customer-Centric Service Strategy 
• [15:14] Running Service as a Strategic Business Unit 
• [28:31] Cultivating a High-Performance Service Culture 
• [32:29] Balancing Global Standards with Regional Needs 
• [41:21] Navigating Internal Partnerships and Removing Barriers 
• [45:21] Maintaining Effective Communication Across Teams 
• [49:32] Leading with Resilience: Staying Positive in Service 
• [56:17] Key Takeaways: Excellence in Global Service Operations 

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