 A2ST After sales
services consultant (from 2004).
 Redesign Genetel
(www.genetel.fr) business model to generate additional revenue and secure
customer loyalty.
For a European Headquarter
of a Japanese Consumer Electronics manufacturer, define a Services
After Sales blue print for a first class service to create value to the product.
For a European Consumer
Electronic manufacturer, restructure the after sales organization to reduce
service cost while keeping the consumer satisfaction at the same level.
IBM After sales
services development executive (2002 to 2004).
Develop services
after sales transformation solutions for industrial customers.
IBM Director
of European maintenance business (2000 to 2002).
Manage
European maintenance business unit .
- Revenue (offerings), profit and service delivery.
IBM European
system support center director (1994 to 2000).
Manage Product
and Service development for maintenance planning purpose.
Develop product
and non-product related offerings.
Manage service
performance (revenue , cost, quality and customer satisfaction).
Manage the
European support centers (Levels 2, 3) for servers.
IBM Service
region director France, North (1989 to 1994).
Ensure revenue,
profit, customer satisfaction for the service business in North of France.
Manage service
delivery (call center , support center level1 and logistics in North of France).
Manage 140 Service
engineers to sale and deliver the services.
Ensure customer
satisfaction in this area.
IBM Maintenance
processes development manager (1985 to 1989).
Develop
maintenance processes (call and problem management, on site delivery ,spare parts
management and customer management )
to support the business transformation.
IBM Hardware
and Software Specialist (1975 to 1985).
1970 Join IBM
as a Hardware Engineer
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Background
