Mes compétences :
Knowledge management
Training
ITIL Foundation V3
Executive coaching
Business coaching
Entreprises
STEP IN K
- Founder
2016 - maintenantKnowledge Management
Group and Management Coaching
Parametric Technology Corporation
- Vice President
2013 - 2015In 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-Unis2011 - 2013Public 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-Unis2004 - 2011Since 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 - 2004Fleet – 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.
