Ron Mashov

Senior Customer Support & Service Director with 20+ years of experience building and scaling global service organizations in the medical device industry. Proven track record in establishing service operations from the ground up, leading cross-regional teams, and supporting complex multidisciplinary systems (hardware, software, SaaS). Strong expertise in driving service excellence through KPI management, SLA optimization, collaboration with R&D, manufacturing and product teams.

Partnered with commercial teams to support revenue growth, customer retention, and global expansion. Ownership of global service strategy

Director of Customer Support & Service at Sofwave Medical Ltd. (2019-01 – Present)

• Established and scaled global Customer Support organization supporting multi-disciplinary medical systems across EMEA, NA, and APAC (SaaS B2B & B2C)
• Improved service response times by 25% through process optimization and SLA enforcement
• Generated $4M annual service revenue by developing and monetizing support offerings. Global service budget $5M
• Led cross-functional collaboration with R&D and manufacturing to improve product lifecycle and serviceability
• Built and scaled a global service organization, including TAMs and field engineers across HQ and regional offices, supporting customers in 40+ countries
• Collaborated on engineering change definitions (ECO/ECR) & preparation of manufacturing files
• Developed and implemented service policies, including CRM and SLA & KPI deployment

Project Manager – Customer Service Department at Biosense-Webster Ltd. (Johnson & Johnson) (2017-01 – 2019-01)

Biosense Webster, Inc. is the global leader in the science of diagnosing and treating heart rhythm disorders.

• Managed new product introductions (NPI) – communication, training, and front-line support for subsidiaries
• Supported medical device operations in hospitals globally, including demonstrations and participation in medical procedures.
• Collaborated with R&D to improve customer experience.

Head of Customer Service & Support at Nano Dimension Ltd. (2016-01 – 2017-01)

Nano Dimension is a provider of machines for the fabrication of Manufactured Electronic.

• Built and managed the customer service and support division for 3D printing systems in the electronics industry.
• Led the Beta phase: installations, service organization setup, and direct customer support.
• Technical and operation Training, train the trainers
• Collaborated on engineering dep. All change definitions (ECO/ECR) & preparation of manufacturing files
• Supported ~50 ISB systems & led Beta deployments across 10 locations

Regional Service Desk Manager (EMEA) at Syneron Medical Ltd. (2007-01 – 2016-01)

A global medical aesthetic devices company

• Managed Pre-Sales & Post-Sales operations with company distributors.
• Performance analysis and preparation of ongoing reports.
• Led professional teams and guided subsidiary technical teams.
• Full technical support and SLA implementation.
• Conducted training and support for subsidiaries & distributors
• Implemented Salesforce and Oracle CRM systems.

International Service Manager at Jemtex Ltd (2001-01 – 2007-01)

Ink Jet heads developing & deploying company.

• Provided training, support, and service for customers in EMEA & NA
• Contributed to product design based on market needs
• Managed Pre-Sales & Post-Sales activities with distributors.
• Oversaw integration line operations and created marketing/technical documentation

Product Manager & Technical Training Engineer at INDIGO Inc. Digital Press Systems (1995-01 – 1999-01)

• Managed global customer and field support product line.
• Oversaw implementation and leading the technical teams.
• Part of the help-desk support team – providing solutions to the users.
• Conducted technical training for customers, service engineers, and application teams.
• Developed and delivered professional training courses

Field Service Engineer – 3D Printing Systems at Cubital Ltd. & Cubital GmbH (1993-01 – 1995-01)

Rapid prototyping pioneers, systems develop and manufacture.

• Installed and supported 3D modelling systems across Europe.
• Relocation to Germany subsidiary for hands-on client support

MBA in Business Administration (Finance) – The College of Management – Manchester University Extension, Israel

B.Sc. in Mechanical Engineering – Ben-Gurion University of the Negev

Professional Certification Program in Computer Science – Tel Aviv University