Geneva, Geneva, Switzerland
Working in Switzerland within GF Machining Solutions, company specialized in manufacturing of Milling, Laser and Electrical Discharge machines tools, and peripheral elements as robots. Experience of more than 25 years in Customer Services through different positions: customer technical support, logistics of parts and consumables, marketing and sales of services products, CS business processes deployment. Competencies and expertises: - Operations management: Management of Legal company, and Business Unit - Project management: Projects lead for Industry 4.0, Logistics and SAP Technical Support - Process improvement: Implementation of Logistics and Technical Support business processes - Product development: Deployment of Customer Services products
Change of organization following the acquisition of GF Machining Solutions by United Machining Solutions (formerly United Grinding Group)
Coordinate all Service activities leading to the development of global Service strategy and tools, Responsible for the increase in Sales and Profitability, Drive customer satisfaction (NPS) and take corrective action in order to ensure high level of service.
Management of a service company to offer high service level in supply chain (parts and consumables availability and logistics solutions to GFMS Sales’companies), to lead CS projects around Industry 4.0 and mobility, to develop and provide technical information and training to Service Engineers network, and to provide full Customer Services marketing mix to develop CS business. Deploy Customer Services offers in terms of Preventive Services and Parts by: ⇒ Implementing Industry 4.0 Business Model for Service including Remote Maintenance and Condition Based Monitoring under our newly brand rConnect ⇒ Deploying Advanced Preventive Services - Full marketing package - Worldwide trainings to Service Engineers – Sales trainings for CS Sales team ⇒ Launch of dedicated consumables - Technology development in collaboration with strategic supplier - Marketing package - Sales trainings for CS Sales team Optimization of parts and consumables supply chain with Hubs in Switzerland, China, Germany by: ⇒ Increasing Parts Availability in Central Hub Geneva over 95% – 180’000 yearly order lines ⇒ Improving inventory management (stock depreciation, stock turn, repairing process), ⇒ Deploying SAP/GTS to improve trade sales management ⇒ Installing EDI interfaces with external logistics partner Increase efficiency of Technical Support provided to customers by: ⇒ Deploying SAP Mobile application solution (Movilizer) to register worldwide service intervention ⇒ Implementing Technical Support processes in SAP for our 5 plants (Geneva, Losone, Nidau in Switzerland and Beijing, Changzhou in China) and our 18 worldwide Sales’companies Increase ROS from 2.7% to 10% for Parts Sales over 55 mCHF by: ⇒ Deployment Parts Pricing concept – Sales prices construction in SAP based on different categorization: captivity, repairability, obsolescence and purchase price, ⇒ Strengthening repairable parts business
Management of 52 persons to offer high service level in Customer Service supply chain operations (parts and consumables availability, delivery time, logistics solutions to GF Machining Solutions Sales’companies) Optimization of parts and consumables supply chain by: ⇒ Increasing Parts Availability in Main-Hub Geneva to 94% – 160’000 order lines in 2010 ⇒ Stock reduction from 38,6 MCHF end of 2008 to 33,7 MCHF end of 2010 ⇒ Developing Parts Availability above 80% of new Sub-Hub Shanghai started mid-2009 Project leading to improve logistics efficiency: ⇒ Implementation of European supply chain for EDM consumables business – SAP Master Data harmonization – Reduction of warehousing and transportation costs of 25% – Inventory optimization – Availability service level increase of 3% – Organization of 7 roll-outs ⇒ Integration of new Spare Parts return process in 2010 – acceleration of the returns cycle time by more than 30% – reduce of operations costs by more than 50%
Take responsibility of the whole Customer Services department (technical support, CS sales and logistics) in France by managing 30 persons to provide the best technical support and CS solutions to our French customers Increase turnover by 15% since 2004 (TO of € 14,4 millions in 2007) and gross margin by 22% (GM of € 4,6 millions in 2007) thanks to: ⇒ Development of the culture "service product sales» and deployment of our strategy of differentiation based on our loyalty program Club Privileges ⇒ Integration external company Intech Enoma (turnover of € 1 million in 2006) ⇒ Deployment CRM in 2006 to professionalize our sales approach in Customer Services Project steering outsourcing of logistics at Mory Logidis (material reception, materials storage, and order preparation) with installation of EDI interfaces between SAP and Mory Logidis IT solution
Take responsibility of CS Sales department (in addition to Logistics department) by managing 8 persons to develop sales of EDM consumables products and offer high service level in supply chain operations to our French customers and ⇒ Reaching turnover on EDM consumables sales of € 7,6 millions in 2004 by changing sale culture of consumables to proactive approach ⇒ Deployment strategy of differentiation based on developing service products with high value added for customers and launching of loyalty program named “Club Privilèges"
Take responsibility of Logistics department by managing 4 persons to increase service level in supply chain operations to our French customers and optimizing SAP integration ⇒ Reduction of 30 % in transport costs of spare parts ⇒ Optimization and writing of the financial closing in SAP FI/CO in accordance with standards of the group Georg Fischer