Stephane PINAULT

En résumé

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

• Ecole Supérieure Technologies Industrielles Avancées

  Bidart 1993 - 1994 Master's Degree
  
  CAD/CAM/CAE

Réseau

• Andrew RYAN

• Christophe DOZ

• Denis LOURME

• Eric POULIGNY

• Laurent COSTA

• Lionel AGOSTINI

• Olivier BERTON

• Philippe DARBOIS

• Richard LIEB

• Romain PROTHET