Affeltrangen, Thurgau, Switzerland
Here is my Summary and Career time line: • High level of personal integrity, clarity and honesty. • Very strong technical skills and high level of general automation knowledge. • Self-motivated, autonomous but with a strong team spirit, well organized, capable of working remotely and results-oriented. • Ability to handle multiple priorities and complex problems under tight time constraints. • 25+ years of experience in customer service for Top-Shelve manufacturers that must defend high priced equipment in very competitive global markets. • Understands the correlation of customer satisfaction and successful service (and sales business. • experience in global customer service processes running MS Dynamics365 and SalesForce lightning. • Excellence in knowledge-based trouble shooting and training. • Experienced to train device-focused service crews into truly customer oriented service people • Strategy and process development experience, including definition of Targets and KPIs • International experience with focus on North America and Europe (some far-east) • Very good oral and written communication skills in English. • Experience in developing digital services on IoT basis. Philosophy Excellence is the result of caring more than others think is wise, dreaming more than others think is practical and expecting more than others think is possible. I believe the customer is central to everything we do. Profits are certainly our ultimate goal, but without customer satisfaction, profits will suffer. I consequently attach a lot of importance to customer service. The customer’s first answer to why he purchased a piece of equipment from me must be “Because of the outstanding customer service”. A business has no future without ongoing and above-competitor’s-level customer service. It’s vital to recognize this.
Doubling the service revenue within 8 years and increasing the profitability with innovative and customer focused service products and harmonization on a regional and global level. Leading the regional service managers strategically, the service product management and the 2nd level support. Steering the service mentality of the sales and service crew around the world onto the global and digital playground with harmonized processes and systems. "Top Service Mentality together with increased service revenue at the "point of sales" are just in 2nd place behind achieving outstanding customer satisfaction." Leading Service Technicians away from being mainly "problem, or device focused" to become more customer oriented. Helping our service staff to realize (and use) their special relation with our customers to generate hot leads for the sales team. This business environment shows me one more time that Top-Shelve manufacturing can only succeed long time by assuring our customers an above-average after-sales experience. Other responsibilities. • Globally align service products, reporting and KPIs. Define targets based on measurables like customer satisfaction as well as efficiency of 100-strong Service Staff in 18+ Affiliates • Responsible for ensuring serviceability and readiness for digital services of new products during their developing phase • Optimize the global service experience of customers through better communication, knowledge transfer and troubleshooting skills of customer service staff. • Support quality management • Optimize global processes of service staff and the return and repair business. Implementing the processes into Microsoft Dynamics CRM 2016. • Responsible for communication and feedback to engineering, software and quality assurance departments. • Be primary contact for 19 local service managers • Be primary contact for elevated service requirements of key accounts • Reporting to the sales and service director
Strategic Lead in various projects to increase quality and profitability as well as reduce reaction times of the service organization. Further, I was representing customers and customer service aspects in many processes within quality assurance and product life-cycle management as well as development of next generation equipment. Leading the 3rd level technical support TEAM as well as the return repair officer of die casting business unit at the Headquarters of Buhler AG Switzerland. The 3rd Level support TEAM is responsible to provide help to all customer service centers around the globe including their over 200 man-strong 1st level teams as well as providing 1st level support to all customers without a local support office. Developing the first data based service products (Smart Services, IoT, Ind. 4.0) as well as customer loyalty programs together with the software and IT departments was just one highlight that my team achieved during my activities in this position. Further important functions of this assignment that I started or completed successfully: • Responsible for communication and feedback to engineering, software and quality assurance departments. • Optimize(d) global processes such as communication know-how transfer and trouble shooting skills of customer service TEAMs and Service points world-wide. • Optimize(d) global processes for return and repair business. • Improve customer service in terms of response time, quality and profitability. • Optimize(d) Global warranty and claim processes and thus reduce warranty cost. • Overviewing various product optimization projects. • Part of the core TEAM for product optimization and spare parts management. • Responsible for the budget and cost savings mainly through increased efficiency of the technical service department. • Developing new innovative customer service products together with other departments. • Primary contact person for customers with problems or complaints that require heightened attention.
Responsible for the customer service Team of Buhler North America's die casting division. The TEAM was up to 15 Technicians, mostly remotely located to reduce response time. Part of the integration TEAM after acquiring the main competitor in the North American Market. Through this purchase Buhler added a full manufacturing site to the portfolio in the North American Region. Supervising the testing and run-off part for the newly introduced die cast machine manufacturing process. Managing and optimizing a 24/7 support line and the scheduling of the technicians within the USA and Canada and responsible to the check invoices Budget responsible of said department. Responsible for turnover and profit margin of the service team. Responsible for the spare parts management of new products and other strategically important parts. Part of the stock optimization team Responsible for the education and continues training of the service team in all aspects. Training our new support employees from the former competitor on the philosophy and equipment of Buhler. Establishing a database with support and trouble-shooting procedures Further develop and manifest preventative maintenance procedures in the market. Short time assignment as project manager during the manufacturing and fulfillment process of new equipment.
Train and educate customers and technicians in the field of advanced troubleshooting of highly dynamic hydraulic systems with closed loop technology as well as the related controls actuators and sensors. Train new customers in the field of die casting applications and process basics as well as the setup and production optimization of complex die casting cells including their peripherals. Hold week-long training classes world-wide for customers and technicians Training classes held in English or German Develop Training manuals and procedures Develop Trouble-shooting procedures and preventative maintenance instructions
Install, start-up and troubleshoot complete high pressure die casting cells of all sizes and applications world-wide including Brazil, USA, Canada, Japan, Germany, France, Malaysia, Australia and others. Work in challenging environment on equipment with high availability demand and costly down time. Perform the final testing of the machines as the final manufacturing step before sending them to customers for the installation. Lead and manage multiple months-long installation sites world-wide. Travel with little or no notice to customer for trouble-shoot and repair production equipment and systems. Systems include servo hydraulics, PLC and Computer based controls, large variety of electric and electronic components, sensors and actors, highly dynamic closed loop systems, frequency controlled drives and robotics and a large variety of general casting equipment and their peripheral devices such as presses and others.