Experience

EURO PROTECTION SURVEILLANCE

• France
• Consumer Services
• 200 - 300 Employee

• Deputy Director for the TECHNICAL SUPPORT department

  • Sep 2009 - Present

  Intrusion, remote monitoring and remote assistance for domestic and medium risk professional sites Continuous improvement / Quality / Customer Satisfaction: • Develop, update and deploy dashboards to the Board of Directors, field service teams and main contractors. • Develop actions plans, implement and monitor results against what was expected, correct if needed (DMAIC). • Propose improvements and evolutions, thanks to the feedback of technicians (BKM). Spread to the… Show more Intrusion, remote monitoring and remote assistance for domestic and medium risk professional sites Continuous improvement / Quality / Customer Satisfaction: • Develop, update and deploy dashboards to the Board of Directors, field service teams and main contractors. • Develop actions plans, implement and monitor results against what was expected, correct if needed (DMAIC). • Propose improvements and evolutions, thanks to the feedback of technicians (BKM). Spread to the field. • Ensure compliance with safety rules and procedures for Customers sites (APSAD). • Ensure Customers satisfaction (EPS was best in class Customer Service for 2021 in the “Alarm” category). • Investigate customer claims and suggest compensations and product or process evolutions when at fault. Strategy: • Member of the Board for Operations. • Monitor, monthly, the ratio resources over planned activity (variation 1:3 depending on the period in the year). • Ensure on-time delivery for installations / maintenances operations + cost effective technician occupancy. • Recruit with HR new Field Service Techs, source new contractors and ensure administrative follow-up. Management: • Manage a team of up to 80 EPS technicians (performance review, trainings, disciplinary interviews, etc.). • Pilot 250+ service providers (500+ technicians) with the support of 6 middle managers in the regions. • Handle the hotline services (customer calls for same day visits and technical support to the technicians). • Monitor supply of good parts towards technicians and the return of defective ones. Inventory tracking. • Work in transverse, with other services such as HR, Legal, Quality, HSE, Accounting, Customer Hotline, etc. Finance and management: • Negotiate contracts duties, commitments and pricing with subcontracting companies. • Pre-invoicing of services: ~22 M€ of services paid in 2020 for ~240,000 field missions. • Non-quality chargeback. Show less Intrusion, remote monitoring and remote assistance for domestic and medium risk professional sites Continuous improvement / Quality / Customer Satisfaction: • Develop, update and deploy dashboards to the Board of Directors, field service teams and main contractors. • Develop actions plans, implement and monitor results against what was expected, correct if needed (DMAIC). • Propose improvements and evolutions, thanks to the feedback of technicians (BKM). Spread to the… Show more Intrusion, remote monitoring and remote assistance for domestic and medium risk professional sites Continuous improvement / Quality / Customer Satisfaction: • Develop, update and deploy dashboards to the Board of Directors, field service teams and main contractors. • Develop actions plans, implement and monitor results against what was expected, correct if needed (DMAIC). • Propose improvements and evolutions, thanks to the feedback of technicians (BKM). Spread to the field. • Ensure compliance with safety rules and procedures for Customers sites (APSAD). • Ensure Customers satisfaction (EPS was best in class Customer Service for 2021 in the “Alarm” category). • Investigate customer claims and suggest compensations and product or process evolutions when at fault. Strategy: • Member of the Board for Operations. • Monitor, monthly, the ratio resources over planned activity (variation 1:3 depending on the period in the year). • Ensure on-time delivery for installations / maintenances operations + cost effective technician occupancy. • Recruit with HR new Field Service Techs, source new contractors and ensure administrative follow-up. Management: • Manage a team of up to 80 EPS technicians (performance review, trainings, disciplinary interviews, etc.). • Pilot 250+ service providers (500+ technicians) with the support of 6 middle managers in the regions. • Handle the hotline services (customer calls for same day visits and technical support to the technicians). • Monitor supply of good parts towards technicians and the return of defective ones. Inventory tracking. • Work in transverse, with other services such as HR, Legal, Quality, HSE, Accounting, Customer Hotline, etc. Finance and management: • Negotiate contracts duties, commitments and pricing with subcontracting companies. • Pre-invoicing of services: ~22 M€ of services paid in 2020 for ~240,000 field missions. • Non-quality chargeback. Show less



SLB

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Logistics Manager - Europe & Middle East

  • Jun 2005 - Dec 2008

  Manage 24x5x365 logistics operations in Europe. 120M$ inventory, 35k transactions / year worldwide. • Report to the Customer Service Director. 3 direct reports, all located in Germany, managed remotely. • Committed to fulfill on-time spare parts delivery with INTEL, AMD, ST Micro and ATMEL mainly. • Prevent and address critical situations with Customers. Proactive communication. Post mortem. • Interface between Planners / Production Managers and the Schlumberger Customer… Show more Manage 24x5x365 logistics operations in Europe. 120M$ inventory, 35k transactions / year worldwide. • Report to the Customer Service Director. 3 direct reports, all located in Germany, managed remotely. • Committed to fulfill on-time spare parts delivery with INTEL, AMD, ST Micro and ATMEL mainly. • Prevent and address critical situations with Customers. Proactive communication. Post mortem. • Interface between Planners / Production Managers and the Schlumberger Customer Support. • Manage inventory at warehouses (SFO, Rotterdam and Singapore) and Customer sites (consignment stock). • Special projects (logistics outsourcing, warehouses relocations, etc.). 3PL vendor’s day-to-day operations

• Senior Applications Engineer Europe

  • May 1999 - Jun 2005

  Pre-sales activities: • Europe wide technical adviser and support to the Sales and Marketing forces (10M$). • Analyze and report potential applications consistent with Customer requirements and feasibility. • Conduct system evaluations and benchmarks with key account Customers at San-José, CA. • Quotation for specific interventions, system relocations, training sessions, etc. Post sales activities: • Demonstrate system operations and applications during acceptances. Support… Show more Pre-sales activities: • Europe wide technical adviser and support to the Sales and Marketing forces (10M$). • Analyze and report potential applications consistent with Customer requirements and feasibility. • Conduct system evaluations and benchmarks with key account Customers at San-José, CA. • Quotation for specific interventions, system relocations, training sessions, etc. Post sales activities: • Demonstrate system operations and applications during acceptances. Support products installations. • Develop and conduct Customer specific training programs. Onsite support of applications • Assist in writing manuals, acceptance procedures, training programs, application notes and publications. • Manage and support 8 European Field Service Engineers on FIB(1), SEM(1) and LVP(1) products lines.

• Senior Field Service Engineer - Europe

  • May 1995 - Apr 1999

  Technical expert for Integrated Diagnostic Systems (including OptiFIB, E-beam and LVP). • Perform onsite installations, service, upgrade and repair to improve overall efficiency, accuracy and reliability. • 4 to 8 hours response time Europe wide to ensure minimum downtime. (99.5% uptime, 9000h MTBF). • Customer satisfaction-oriented site management: service contracts (~100k$ / system) 100% renewed. European leader for the “Electronic Incident Report” worldwide maintenance and… Show more Technical expert for Integrated Diagnostic Systems (including OptiFIB, E-beam and LVP). • Perform onsite installations, service, upgrade and repair to improve overall efficiency, accuracy and reliability. • 4 to 8 hours response time Europe wide to ensure minimum downtime. (99.5% uptime, 9000h MTBF). • Customer satisfaction-oriented site management: service contracts (~100k$ / system) 100% renewed. European leader for the “Electronic Incident Report” worldwide maintenance and service database. • Tech support for Europe, reporting to the ATE WW Director of Technical Services, based in San-José, CA. • Conducted software implementation and training for 40 European Field Service Engineers.

• Network and I.T. Manager

  • 1993 - May 1995

  Support and training to 200 users. Purchasing HW and SW (up to 500k$ per year). ISO 9001 Certification

• Quality Insurance Engineer

  • Aug 1989 - 1993

  Improvement and validation of mechanical, hardware and software solutions.