Galten, Central Denmark Region, Denmark
My career has been centered around strengthen customer loyalty, improve operational performance, and drive sustainable growth through effective service, aftermarket, and customer experience strategies. I have led global teams, managed complex organizational change, and built strong alignment across customer-facing, technical, and operational functions. With experience spanning Customer Care, Aftersales, Product Management, Technical Support, Operations, Quality, Supply Chain, and Manufacturing, I bring both strategic perspective and operational understanding. This enables me to bridge the gap between customer expectations and business execution while creating scalable, customer-focused organizations. I am particularly energized by situations where transformation is required—building new capabilities, improving performance, creating structure in complex environments, and developing teams that consistently deliver results. My leadership philosophy is simple: create clarity, stay honest, build trust, empower people, and focus relentlessly on delivering value for customers and the business. Areas of expertise: • Global Aftersales & Service Leadership • Customer Experience (CX) & Customer Care • Organizational Transformation & Change Management • Service Operations & Operational Excellence • Team Leadership & Talent Development • Customer Support & Technical Service • Product Management • Cross-Functional Leadership • Stakeholder Management • Process Improvement & Governance • ERP, CRM & Service Management Systems • Manufacturing & Technology Industries
Responsible for the global Aftersales, Design & Application and Customer Care organization, leading customer experience, service operations, process improvement, and organizational development across international markets. Established and led a centralized Customer Support function by bringing customer-facing support activities together under one organization. Drove improvements in customer experience, operational performance, stakeholder alignment, and organizational effectiveness while supporting the company's transformation following changes in ownership and market conditions. Part of Company Executive Group and involved in overall strategic business decisions. Selected achievements • Established and led a new global Customer Support organization. • Strengthened collaboration between headquarters and international teams. • Implemented new global order management processes and operational workflows. • Increased focus on customer experience and service performance. • Led organizational change initiatives that improved efficiency and flexibility. • Reduced spare parts inventory by 20% through discontinuation and structured optimization initiatives. • Successfully navigated supply chain and logistics challenges related to changing international tariffs.
Assumed overall leadership responsibility for Production, Planning, Procurement, Quality, and Inventory Management in addition to the global Aftersales organization. Led the organization through bankruptcy proceedings, ownership transition, and business reconstruction while maintaining operational continuity and retaining the entire team. Responsible for maintaining stable operations, retaining key competencies, re-establishing supplier partnerships, and creating stronger alignment between customer-facing activities and the company's operational functions. Focused on business continuity, operational efficiency, cross-functional collaboration, and supporting the company's transformation journey. Part of Company Executive Group and involved in overall strategic business decisions. Selected Achievements • Led the organization through bankruptcy, ownership transition, and subsequent business rebuild. • Retained key employees and ensured operational stability throughout the transformation process. • Re-established 98% of critical supplier partnerships following the bankruptcy. • Maintained delivery capability and operational stability during a period of significant uncertainty. • Strengthened collaboration between Service, Supply Chain, Quality, and Manufacturing functions. • Contributed to maintaining customer satisfaction and business continuity under exceptional circumstances.
Responsible for the operation and development of the global Aftersales business with ownership of service performance, customer experience, budgets, cost management, and inventory optimization. Led initiatives to strengthen and scale the global service setup with a focus on improving customer satisfaction, simplifying business processes, and building stronger collaboration across international teams and partners. Worked closely across functions to align customer expectations with operational and commercial objectives while supporting sustainable business growth. Part of Company Executive Group and involved in overall strategic business decisions. Selected Achievements • Improved customer experience across international markets, contributing to stronger customer loyalty. • Developed a commercial framework and pricing concept for an extended warranty offering. • Strengthened collaboration and team engagement between international teams, creating stronger alignment. • Simplified and standardized the global spare parts pricing to improve transparency and operational efficiency.
- Designed large- and small-scale street lighting projects for new housing developments (Both local government developments and private business owned housing projects) to ensure that all standard street lighting requirements were met. - Calculated quotes and prepared documentation for street lighting projects to be used for bidding processes and potentially win the projects. - Managed the execution of new street lighting projects with the goals of ensuring quality, customer satisfaction, timely delivery and a positive financial outcome. - Invented and documented standard operating procedures (including creating drawings) to be used for external and internal workers / installers, to guarantee quality and equalness in all procedures across the company. - Created a calculator in MS Excel that would enable all project managers to quickly and accurately calculate prices for street lighting projects. - Worked with local governments to maintain and update existing street lighting: involving yearly inspections, updated documentation with changes and ran regular meetings to ensure good communication. - Implemented QGIS software to use as a visual geographical data platform that would show geographic placement of street lighting equipment (Mast, cables, control boxes etc.) and show chosen data for every item. - Used Dialux software to calculate levels of light to verify the correct choice of street lighting fixtures, light output and lens configuration for a given project. - Created reports based on the calculation in Dialux, to use as documentation for quotes, orders and verification that all requirements were met.
- Technical product support worldwide to distributors, dealers and end users. - Technical product support for internal and external sales staff. - Compose technical product documentation for use in manuals and online. - Maintain the after sales section of the company website. - Teach seminars for distributors, dealers and end users in technical aspects of the products. - Represent After Sales during development of new products. - Collect feedback from market and communicate to appropriate departments. - Perform high level technical product training for technicians worldwide. - Specify new tools that will help customers in a service or maintenance situation. - Represent After Sales in the Axapta ERP system upgrade project group. - Setup products for conventions and trade shows worldwide.
- Technical product support worldwide to distributors, dealers and end users. - Technical product support for internal and external sales staff. - Compose technical product documentation for use in manuals and online. - Maintain the after sales section of the company website. - Represent After Sales during development of new products. - Teach seminars for distributors, dealers and end users in technical aspects of the products. - Collect feedback from market and communicate to appropriate departments. - Perform high level technical product training for technicians worldwide. - Specify new tools that will help customers in a service or maintenance situation. - Create spare part setup for new products in ERP system. - Implement 3D parts locator tool.
- Plan and perform final test of prototypes before release to market. - Perform test of mock ups, components and sub assemblies during the development process. - Plan and execute tests of new components for existing products before implementation. - Deliver test feedback to the project team and make suggestions for improvements. - Develop a generic overall test procedure for all products during the development phase. - Execution of shows and presentations for guests and customers.
- Provided local technical support for productions visiting Aarhus. - Set up, show execution and strike in local venues. - Function as ground or top rigger when needed. - Perform stage security tasks during shows.