Switzerland
Passionate and results-oriented professional with extensive experience in service and support management. Proven track record of developing and implementing strategic initiatives to enhance customer satisfaction and drive operational excellence. Skilled in leading cross-functional teams, optimizing processes, and fostering partnerships to achieve business objectives.
Lead the strategic development and execution of service and support initiatives to meet customer needs and drive business growth. Oversee the day-to-day operations of the service and support department, ensuring efficient service delivery and resolution of customer inquiries and issues. Develop and implement service policies, procedures, and standards to ensure consistent and high-quality service delivery across all customer touchpoints. Collaborate with cross-functional teams to identify and address customer pain points, drive product improvements, and enhance the overall customer experience. Manage and mentor a team of service and support professionals, providing guidance, coaching, and development opportunities to foster a high-performance culture. Proud Achievements: Successfully implemented a customer-centric service model, resulting in a significant increase in customer satisfaction scores within the first 3 years. Lead a cross-functional team involved in new service offerings, increasing our customers' success and generating profitable revenue. Recognised for the value of its services, I joined the senior management team to support the company's growth.
Developed and managed bNovate Service Centre and service infrastructure. Created and implemented global Service and Support processes. Organized projects, product launches, and software upgrades globally. Managed training for distributors and partners' service personnel. Enhanced technical and customer documentation. Created and maintained technical knowledge base for troubleshooting. Implemented preventive maintenance and tracked installations. Oversaw support, field service, repairs, and customer visits. Proud Achievement: Launched Service Agreement Program for direct customers. Propose and organise our annual meeting with our service and sales partners and make it a key event for our customers.
Implementation and tools searches for sustainable development structure within the Tour du Pays de Vaud (Swiss cycling race by stages established in 1967 for juniors "17-18 years"). The event is part of the Junior Nations Cup since 2015. Creation and launch the new website www.tpv.ch
Project leader for the development, delivery and management of Service trainings to global Customer facing Service personnel on key roles (installation, maintenance, service, physics and application support) Leads, implements and manages Accuray distributors and Partners service personnel training in EIMEA, APAC and Latin America, including but not limited to region-based annual distributor service meetings. Develop learning & performance objectives, curricula, training modules, e-learning and lab exercises. Defines training offerings roadmap and curricula for Internal and 3rd Party Service employees based on training needs and forecasted training demand vs capacity. Develops cross-functional relationships with Engineering, Technical Support, Field Service, Manufacturing, and other departments across the company to create education standards for training delivery, competency evaluation and documentation. Manages EIMEA Training Centers and infrastructure and plays a leadership role in training centers strategy definition and implementation. Proud Achievement: Launched global field service Competency Based Qualification program. Received Distributor Support Champion award during Kick-Off Sales meeting 2019.
Open, launch and manage training center. Develop new training offerings with aim for continuous processes improvements and growing Service team efficiency; Training courses forecast, planning and follow-up; Develop and deliver technical training to Field Service Engineers, Distributors, Customers and others responsible for the installation, maintenance, and servicing of products in the field of radiation oncology; Develop cross functional relationships with Engineering, Technical Support, Field Service, Manufacturing, and other departments across the company; Use a solid foundation of adult learning principles to develop learning & performance objectives, training modules, eLearning and lab exercises based on needs analyses; Create course content which may include modules on safety, service delivery, customer management, installation, system integration and control, startup/ shutdown, operations, software, diagnostic troubleshooting, and corrective and preventive maintenance. Proud Achievement: Built and developed EIMEA training center in Hamburg (Germany) and launched continuing education programs
Responsible for the management, staffing, training, and development of technical service engineers (highly experienced engineers) who provide diagnostic and molecular products 2nd level support to field service engineers, customers, application specialists, and sales associates; Responsible for management of the technical training centers; Maintain product proficiency by assisting technical support and international support; Training courses forecast, planning and follow-up; New projects and product launches in Europe, Middle East and Africa. (First molecular medium throughput automation instrument launched successfully in EU; Major software upgrade deployment on the imaging cytology system); Quality projects. Documentation control. (Site assessments documents created, validated and inserted into quality system). Proud Achievement: Maintained high quality support, efficiency department work and true team spirit through high pressure periods, company changes and growths.
Develop and lead the international service training center for EMEA; Organization and preparation of the training courses for engineers, application specialists and dealers; Engineers and call center support; Develop and create service processes; Assist with or write documentation to enhance technical bulletins, training content, user guides, procedures, and technical manuals involving applications; Travel to assist and help field service staff when high level expertise is needed. Proud Achievement: Received a company Award for “extraordinary leadership in promoting responsible service practices”.
Install and support cervical cytology preparation systems and imaging cervical cytology slides; Breakdown services for customers (by phone and on site); Co-travel with engineers all around Europe; Assist call center and sales associates. Proud Achievement: Fast growth through the different FSE levels to become an expert for over 10 products.
After-sales department coordination (Field service) Project Manager Tasks and planning management Technical support for engineers and customers Creation of a follow-up system for pendent tasks Customers Quotations Standard products tests supervision
Install and service parallel axis robotic for flexible packaging lines (Switzerland and abroad). Breakdown services for customers (by phone and on site) Follow-up of files and order handling