Experience

IHI Hauzer Techno Coating

• Netherlands
• Machinery Manufacturing
• 100 - 200 Employee

• Global Director Customer Service & Care (CSC)

  • Feb 2022 - Present

  As part of IHI Corporation Japan, being P&L responsible for the After Sales business worldwide in Venlo (NL), Bernex Olten (CH), Shanghai (CN), Yokohama (JP) and Detroit (US). Leading an international team of customer service hightech experts in remote helpdesk support, installation & commissioning, spare parts, maintenance, breakdown operations, customer training and solution services sales for industrial hightech capital systems and projects. Building and growing services in a global hightech environment. Driving customer satisfaction - care - and profitability to a higher level through servitizational transformation. Building and growing services in the hightech coating business. Leading by example: (1) Building robust and efficient processes: - Implementing remote services and helpdesk support; - KPI dashboards and monitoring; - Optimizing installation, service operations and processes; - Life time installed base and end-of-life support; - Global optimized spare part processes, logistics and warehousing; - Transformation to predictive services; - Leading global ICT programs (from search to implementation). (2) Growing services sales and profit: - Introducing new services models and propositions; - Driving sales in contracts, maintenance and spare parts; - E-commerce B2B customer portal and spare part ordering platform sourcing and projectimplementation. (3) Leadership, change management and innovation: - Vision, mission, core values implementation and coaching; - Global mid- and long term go-to-market strategy; - Designing TIERED organizational structures and procedures; - Building a new services business in USA, Detroit MI; - Adding value with synergies and cross sales; - Accelerating customer experience and service; - Introducing and measuring the Voice of the Customer; - People’s development and happiness; - Leading continuous customer improvement programs (Lean6Sigma); - Global program management; - Global supplier SLA management. Show less



Elpress

• Netherlands
• Machinery Manufacturing
• 1 - 100 Employee

• General Manager

  • Feb 2021 - Feb 2022

  Elpress is the leading manufacturer in the field of industrial hygiene for mainly food, health, agri- and horticulture. We focus on delivering total solutions: customer-focused capital industrial systems, professionally integrated into business processes. Elpress has the designing, engineering, manufacturing, projectmanagement, account sales and service of these high end systems as her core competence. For both direct customers and dealers/resellers in all parts of the world. Elpress is the leading manufacturer in the field of industrial hygiene for mainly food, health, agri- and horticulture. We focus on delivering total solutions: customer-focused capital industrial systems, professionally integrated into business processes. Elpress has the designing, engineering, manufacturing, projectmanagement, account sales and service of these high end systems as her core competence. For both direct customers and dealers/resellers in all parts of the world.



Heras

• Netherlands
• Wholesale Building Materials
• 400 - 500 Employee

• Director Services

  • Jan 2019 - Jan 2021

  P&L responsible for the Services and Maintenance Operations and Solution Sales Business Unit of industrial capital high end goods/projects. Board member, reporting to HQ Europe. Successfully building and growing a € 22 million 'Best in Class' Services business in an international environment and matrix organization. Driving customer satisfaction and added value through servitizational transformation for The Netherlands and Europe. Direct reports (MT): Sales Manager, Field Manager and Operations Manager. My entire team consists of 120 engineering security experts, operations (coordination, planning, admin) and direct sales. Heras provides Perimeter Protection Security Solutions, for generic and highly secured complex large scale environments. Building and growing the business. My achievements? (1) Building robust and efficient processes: - Implementing a Services-/Helpdesk; - Implementing KPI dashboards; - Optimizing Services operations and processes; - Productivity and efficiency improvements; - Partnerships; - Driving remote IoT Services and digital solutions; - Transformation from predictive to prescriptive. (2) Growing Services sales and profit: - Services profit: +10% in 2019 ; +25% in 2020 - Introducing new Services models and propositions; - Driving sales in contracts, maintenance and spare parts; - Salescyclemanagement. (3) Leadership, change management and innovation: - Mission, vision, go-to-strategy; - Adding value with synergies and cross sales; - Improving Net Promotor Score (NPS) to 'Best in Class'; Score development end 2018 -13 starting +3 in 2019 ; +14 in 2020 increasing to +24 last months - Program management; - Restructuring organization and processes (simplicity); - Changing values, culture and behaviour with workshops; - Improving engagement and coaching people; - Developing learning & development programs; - Continuous improvement (Lean6Sigma). Show less



Canon EMEA

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Business Manager Services

  • Apr 2015 - Jan 2019

  Transforming and building a future proof € 200 million ICT services operation for capital goods/projects in hardware, software, services and solutions in an international EMEA / Global environment and matrix organization. 1. Profit & loss (P&L) and human resources responsible for the entire B2B services operations, i.e.: business development, services delivery, level agreement management, project management, software and ICT solutions, managed ICT services, training and remote services operations for corporate, partner (dealer) channel, print-for-pay and print factories (including: 3D, interior decoration, high speed inkjet, direct mail & transaction printing) segments. Accountable for customer satisfaction.Direct reports: 10 senior service managers, total work force 250 ICT engineering specialists;2. Responsible for achieving P&L budgets/finance and targets by creating a clear mission, strategy, go-to-market approach and performance optimization in a matrix organization together with sales and marketing channels;3. Leadership and change management. Building a world class ICT and services organization: lean, efficient, flexible, commercialized and customer centric. Change management relates to our human capital, processes and procedures: - Driving servitization and digitization; - Remote services; - Synergies between the channels; - Engagement and coaching; - Changing culture and behaviour; - Learning & development; - Building new ways of working and processes; - Continuous business improvement; - Management reporting; - KPI measurement and steering. Show less

• Business Unit Director

  • Dec 2009 - Apr 2015

  Profit & loss (P&L) and Human Resources responsibility for the € 40 million Imaging Supplies Business Group: B2B media and consumables. In total 30 Fte and 5 direct reports. Also accountable for the EMEA integral supply chain, international marketing and new business development in a global matrix organization.- Mission, vision, strategy and strategic planning;- Direct sales (account management and outbound telesales);- Building and professionalizing partner(channel)sales with dealers and resellers;- Creating synergy and cross-sales between the channels;- Marketing management, -programs, market segmentation and sales propositions;- New business development;- Retail sales via HEMA, AH, MediaMarkt;- European tender projects;- Customer contract negotiations;- Customer Service and back-office support;- Building business in E-commerce with a Customer Portal;- Strategic procurement, supplier negotiations, and planning;- Physical distribution, logistics and warehousing.International responsibilities- Strategic marketing;- New business development;- Global strategic procurement.Main topics:- Nr 1 and leading position in core markets;- Profitability improvement;- New business development for growth;- Change management, cultural change, engagement;- Building e-business/online strategy;- Sustainability policy. Show less



Océ - A Canon Company

• Netherlands
• Printing Services
• 700 & Above Employee

• Sales Group Manager

  • Dec 2004 - Nov 2009

  Managing 12 salesprofessionals and member of the Business Group Management Team. Responsible for the Océ Imaging Supplies salesorganisation in The Netherlands, contributing for nearly 15% of the total Océ-Netherlands turnover. The Océ Imaging Supplies business comprises sales via both Direct Channels (account management and outbound telesales) and Indirect Channels (dealers and retailers) for small, medium sized and TOP500 corporations. The business can be best characterized by the following phrases: 24 hour B-to-B, operational excellence and customer intimacy, fast moving commodity products (low customer loyalty) and E-services. Show less

• Marketing Program Manager / Team Lead

  • Dec 2000 - Dec 2004

  Managing en coaching 4 marketing professionals in the area of very high volume printers (continuous feed, cutsheet) and document software applications. Responsible for marketing strategy, product/market combinations and sales propositions in the area of very high speed printing (mailers and transactional business) and document software applications. Member of the Marketing Management Team and involved in the overall Océ marketingstrategy.

• Major Account Manager

  • Sep 1997 - Dec 2000

  Responsible for the sales of documentsolutions (copiers, printers, software and services) in the Major Account area. Managing existing customer relations and acquiring new relationships.



Tulip Computers

• Computer Hardware
• 1 - 100 Employee

• International Key Account Manager

  • Jan 1995 - Sep 1997

  Responsible for the sales of computerhardware and services for a number of international Key Accounts. Managing customer relations and developing business within these international organisations. Responsible for the sales of computerhardware and services for a number of international Key Accounts. Managing customer relations and developing business within these international organisations.