Metro Manila, National Capital Region, Philippines
Dirk Martens Global Business and Finance Services Issue-to-Resolution Process Manager SunPower With almost 20 years of international business experience, Dirk Martens is a senior leader and department head who leads the team by example using open an communications style. He specializes in day-to-day operations of mixed teams of staff including technical support, customer service, product support, design engineers ... His current and previous roles have brought him a wealth of experience in strategic planning and change management, capacity planning and resource allocation, process design and improvement and excellence, implementation of ISO and IMS ... Prior to joining SunPower, Dirk started his career working for Esko (www.esko.com) in its Belgian head-office and subsequently set up support organizations in Asia-Pacific and Oceania through assignments in Singapore (2 years) and Australia (13 years) and is currently based in the Philippines. This made him well accustomed to working with multi-national, multi-cultural and multi-location teams, working in different time zones. Dirk earned a Masters of Science degree in Electronics and Communication Engineering and has upgraded and updated his skills through various courses in management of both processes and people, process optimization and business excellence such as Six Sigma and Lean Kaizen.
- Functionally reporting to the US-based Vice President of Operations and Maintenance and administratively to Philippines-based General Manager - Assume overall responsibility for the department and its day-to-day operations - Provide leadership to all frontline customer service agents, engineers and IT service staff globally - Ensure department’s SLA compliance, grow client base, increase revenue, manage resources - Capacity planning and WFM based on AOP plans, - Conduct quarterly Ops Review presentations to executive-level visitors from US head office - Lead overall guidance to department direction and future - Run process improvement projects to address quality gaps, using Lean Six Sigma, 8D and PDCA - Ensure consistent processes and procedures compliance in accordance with company policies and Code of Conduct and customer contract details - Ensure service contract sales meet target and budget forecasts - Manage complete employee life cycle for around 80 people (managers, team leads and staff) including interviewing, hiring, on-boarding, expectation and KPI setting, regular 1-1 sessions; training and development, team building, regular performance reviews, attrition/redundancy management and lead HR development efforts through appropriate training, personal development and succession planning. - Summary of achievements: - Improved NPS for residential customer from 46% at launch to 68% 2 quarters later - Decreased AHT from >15 mins to <12 mins through better training and improved support tools - Improved overall FCR from 44% to 73% through roll-out of ITIL principles - Improved phone response from 43% to 92% per quarter through LSS project
- Based in Philippines, responsible for teams in Philippines, Poland, US and Australia - Manage day-to-day operations of team of 30 support engineers - Lead technical support to dealers, distributors, home-owners and installers. - Streamline operations and setup common support processes between different sites and teams - Manage team revenues and expenses in accordance with yearly and quarterly budgets - Change-manage restructuring from region-market-process to process-market-region organization - Major achievements: - Customers supported doubled with only 25% staff increase
Customer Service Manager, Australia-New Zealand: 2002-2008 - Reporting to the Australia-New Zealand General Manager, based in Melbourne, Australia, - Responsible for overall after-sales service department for Oceania - Grew team from 3 full-time direct reports to a mix of 20+ full-time direct and contractor employees - Head support for marketing department for demos and roadshows for new customers - Revenue increase for service contract by designing various programs - Summary of achievements: - Launch ANZ data-driven decision making, later adopted in APAC aiding service revenue growth - Put 11% of our customer on maintenance contracts, 4x the average of the other APAC countries - Maintain highest service revenues for APAC region 4 years in a row and for 7 out of 9 years - Improve spare parts management system by more than 80% Senior Field Service Engineer Australia-New Zealand: 1997-2002 - Based in Sydney, Australia and reporting to the South-East Asia Service Manager in Singapore - Entrusted with complete ANZ operations: organize pre-installation visits, install, commission, train - Build out service organization (2000-2002) by hiring and training local engineers. - Achievements: - Built the company's service organization from scratch - Expanded customer-base from 4 state capital cities to cities across 9 states. APAC Field Service Engineer: 1995-1997 EU Field Service Engineer: 1994-1995 - Reporting to Asia-Pacific General Manager, based in Singapore. - Carry out installations, maintenance and repairs for film output devices and computer systems for customer base throughout Europe and Asia-Pacific - Assist in setting up the service organization and train local engineers in Asia-Pacific