Dale R.

Hatch
2641 Tarazona 714-273-9335
Mission Viejo, CA 92692 dh69771c@westpost.net
FIVE-TIME RECIPIENT OF NORTHFACE AWARDS FOR SERVICE EXCELLENCE
OPERATIONS EXECUTIVE - MEDICAL DEVICES / HEALTHCARE

Lead from the intersection of business and technology to drive profitable growth
working collaboratively with international counterparts worldwide
Intimate knowledge of medical device operations in both start-up and growth envi
ronments, and internal/external supporting systems directly interfacing with sta
keholders and FDA
Leverage finely-honed leadership and account management talents to successfully
direct teams and increase profitability to achieve corporate goals and objective
s.
Key Performance Indicators
Business Start-up & Growth
Regulatory Compliance
Change Management
FDA / ISO Audits Forward & Reverse Logistics
Service Level Agreements
Mergers & Acquisitions
Global Operations
Budgets / P&L Technology Implementation
Product Launch/ Rollout
Process Development
Strategic Planning
Clinical Trials
CAREER NARRATIVE
ACE VISION, Codo De Caza, CA; 2009 to Present
Start-up organization and developer of laser used to treat eye condition, Presby
pia in China and Canada, currently positioned to begin FDA trials.
Service and Operations Consultant
Accountable for full scope of operations and service, including steering company
direction based on sales forecast, product reliability, and Service Level Agree
ments (SLAs).
ADVANCED MEDICAL OPTICS, Santa Ana, CA; 2003 to 2008
(Now Abbot Medical Optics)
Solutions provider for patients requiring corrective vision, primarily cataract
surgery, refractive surgery, and contact lens solutions. Products include capita
l equipment for procedures and intra-ocular lenses, and related consumables. Ann
ual revenues of $1.5 billion and 4,000 employees.
Director, Global Service Operations (2004 to 2008)
Budget, $25 million, and up to 12 management level direct Reports
Scope of responsibilities included both customer-facing and "back office" Servic
e Operations with a global scope encompassing; Field Service; Technical Support;
Forward and reverse Logistics; Training; Key Performance Indicators (KPIs); and
Service Revenue. Transitioned 10 OUS countries from indirect to direct service
model.
* Instrumental in transparent integration of four acquisitions by AMO into stand
ardized global process and common ERP utilization. Gained confidence, trust, and
consensus of acquiring company's staff resulting in seamless and successful tra
nsition efforts.
* Pioneered new equipment return concept saving $250,000 annually, and drove dou
ble-digit growth in NPS within 12-months.
* Enabled ERP system to communicate with EMEA, and AP reducing headcount and inc
reasing capture of Quality data from local to global, and visibility of operatio
ns beyond the US.
* Directed and completed successful logistics/fulfillment outsourcing project wi
th leading carriers increasing fulfillment reliability to nearly 100%.
Dale R. Hatch dh69771c@westpost.net Page 2

ADVANCED MEDICAL OPTICS, continued:

Director, US Equipment Services (2003 to 2004)
Budget, $15 million
Charged with managing vendor relations and ensuring compliance with agreed SLAs
(outsourced), in concert with conducting customer cost and impact analysis in co
nsideration of providing direct service conversion.
* Developed and presented cost analysis to executive team gaining approval for t
ransition to direct service to customer process, including achievement of AMO's
first-ever servicing certification from NSAI to meet facility compliance. Passed
all FDA and ISO audits with zero major non-compliance issues.
* Direct and successfully delivered transition project from outsourced to direct
service on-time and within budget.
* Spearheaded and implemented reverse logistics repair center allowing repair of
defective material returning to plant saving hundreds of thousands of dollars i
n potential (new) inventory replenishment costs.
* Profitably negotiated global logistics agreements with DHL, FedEx, and Simon H
egele for material distribution in EMEA, AP, and the US, including EDI interface
with carrier and AMO systems enabling full automation of transactions in real t
ime with visibility to inventory levels.
* Partnered with finance in development of flagship warranty reserve and P&L for
Service
ALTUS MEDICAL INC., Burlingame, CA; 2001 to 2003
Provider of surgical lasers for cosmetic surgery with annual sales of $50 millio
n. Grew staff from 5 to 30 in conjunction with maintaining high service levels.
Director, Global Customer Care
Selected to serve as company's first manager of accountable for engineering staf
f, customer service department logistics, performance management, technical supp
ort and inside sales departments.
* Eliminated high cost of new materials by establishing repair center eliminatin
g need for new product saving upwards of $200,000 annually.
* Achieved critical customer requirements as Business Lead implementing company'
s first ERP system.
SUNRISE TECHNOLOGIES, Fremont, CA; 1998 to 2001
start-up company that utilized laser technology for ophthalmic surgery to correc
t myopia in patients over 40 years of age. Initial two years were spent on FDA
trials in an effort to gain approval and begin to sell product. Company peaked
at about 50 employees prior to recession and ultimately closed in 2002 due to la
ck of funding.
Director of Service
Held full accountability for all service functions throughout FDA trial period,
including responsibility for growth of service departments to support new sales
with staff of 20 direct reports.
* Executed and sustained stringent details as mandated by governing body to meet
approval process.
* Instrumental in achieving and delivering NPS score of 9 out of 10 despite cust
omer and service organization challenges forcing closure of the company.
IRIDEX CORPORATION, Mountain View, CA; 1997 to 1998
Technical Service Manager
GRANT MEDICAL CENTER, Columbus, OH; 1993 to 1996
BioMedical Engineer

EDUCATION
UNIVERSITY OF PHOENIX, Phoenix, AZ
Bachelor of Science, Business Management 2003
MOORPARK COLLEGE, Moorpark, CA
AS, Laser Electro Optics