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Stephane PINAULT

AIX EN PROVENCE

En résumé

Mes compétences :
Knowledge management
Training
ITIL Foundation V3
Executive coaching
Business coaching

Entreprises

  • STEP IN K - Founder

    2016 - maintenant Knowledge Management
    Group and Management Coaching
  • Parametric Technology Corporation - Vice President

    2013 - 2015 In charge of post sales Technical Support for Europe and APAC for customers and Partners.
    Global eServices strategy including knowledge management, peer to peer communities and online service packages.
  • PTC - Senior Director - Technical Support - Europe and Asia

    États-Unis 2011 - 2013 Public Company; 5001-10,000 employees; PMTC; Computer Software industry
    September 2003 – Present (8 years 10 months)

    In charge of the Technical support organisations in Europe and Asia:
    o Business Plan - BSC and ITIL Service Management
    o Customer segmentation strategy
    o Offshoring
    o International People development and management
    o Team of 150 international engineers in Shanghai, Tokyo, the UK, Germany, France and Morocco

    Knowledge Management Expert - KCS - Worldwide Program Leadership.
  • PTC - Customer Support Director

    États-Unis 2004 - 2011 Since 1995 PTC (www.ptc.com) Customer Support, France and the UK
    Software Company specialised in Product Lifecycle Management (PLM) Solutions, $1B revenue, 17.5% profit, 3500 employees

    Aug 04 – to date
    European Customer Support Director, Fleet UK
    Three direct support centres and one offshore partner, 8 managers, 50 direct and 40 indirect staff

    My Missions: Support a $150m maintenance revenue stream, develop the high end business and deliver high quality support services to the European customer base

    Business Management
    - Developed a 3 tier segmented customer base business plan to drive the organisation to improved customer satisfaction levels: Differentiated services per customer value
    - Definition of dashboards of metrics and control of internal and offshored services following SLA
    - Several integrations of acquired businesses
    - Instigator of the SCP (Service Capability and Performance) as well as the KCS (Knowledge Centred Support) programs
    Achievements:
    - All time high customer satisfaction on transactional and relationship surveys for onshore and offshore activities
    • Increased satisfied customers from 70% to 95%
    • Reduced dissatisfied customers ratio from 12% to 5%

    People Management
    -Co-built and leveraged a matrix organisation including Delivery, Operations and Customer Care
    - Focused the people management team on its primary function: Managing People
    o Performance Reviews, Contribution and training plans
    o Technical and competency based Career Paths
    o Certification programs
    o Control
    o Recruiting
    o People managers’ coaching and development
    Achievements:
    - Less than 5% staff turnover
    - Reduction of Low Performers

    Business Development
    - Addition of new customers to premium services programs (Rolex, Siemens, Volkswagen, ABB, Thales, American Standard, ZF, SKF …) Recurring healthy $850k a year
    - Drove Implementation of onsite Production Support Services for Airbus in Toulouse, following aggressive SLA
  • PTC (www.ptc.com) - Technical Support Manager

    2001 - 2004 Fleet – UK
    International Technical Support centre - 42 engineers

    My missions:
    People Management
    Refocused this support centre on its frontline mission and reduced attrition to acceptable rates
    - Mission statement definition, recruiting and retention strategies, coaching of the management team
    - Accountable for the metrics, the customer satisfaction and the maintaining of the ISO9000 certification and the escalation management.
    Achievements:
    - Dramatic improvement of the internal metrics and customer satisfaction index
    - Reduction of the yearly attrition rate from 50% to 10% per year in 2 years

    Business Development
    - Development of Premium Maintenance Services for high end customers
    - Go to Market strategy and sales education
    - Support to sales
    Achievements:
    - Sold services to prestigious customers
    - Generated incremental $1.2m to PTC’s maintenance revenue

    Partner Control
    - Development of the Partnership with our offshore partner following a customer segmentation and cost reduction decisions
    - Support for technical and management teams development
    - Service delivery and SLA control

    The development of the offshore activities was triggered by a cost reduction initiative. I had to conduct the UK reduction in force, go through collective consultations, selection process and individual consultations.

Formations

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