Global Process Manager
HILTI
Total years of experience :26 years, 8 Months
Purpose:
Change or optimize existing Process streams adapting to the Local Market conditions. Build up execute and drive the Tool Service Strategy / Standards within the newly grouped Region. Help to Develop and Implement the Hilti 1st ever SAP Business by Design System go live in several countries. All improving the customers service experience while ensuring sustainable and profitable business operations.
Responsibilities: Tool Volume: 210’000+
Project Team Lead LEAN, Italy for Tools Receiving and dispatch Area, Process flow and Area reorganization.
Team Lead Quality and Training Team, Repair Cost and Quality Control of the entire product Segment.
Project Manager Tool Service Strategy Balkan (Consolidation Concept) 2015 - 2020, New Regional Tool Service Center Set up in Romania, P&L Responsibility.
SAP Business by Design implementation Tool Service/Repair, Process and Training Document development, end user Training, interdepartmental cross process alignment, online remote live support.
Member of Global Process Manager Team, working on Standardization Project together with all Global Service Area Regions.
Achievements:
Cost savings of 350’000 EUR in 2012, reduced in 8 month the avg Cost of repair by 2.50 EUR while keeping the Quality, Repair Repetition Frequency level at 6%.
Stakeholder Go-ahead for developed Tool Service Strategy Balkan 2015 - 2020.
SAP Business By Design Successful Go Live in Hilti Slovenia, Bosnia, Croatia, Albania, Serbia, Montenegro, Romania and Bulgaria. Successful implemented a Challenging Intercompany Service set up for the Balkan Region.
Improved Greece Repair order Cycle Time by 3 days with only one Business visit.
New Receiving Process Flow developed and implemented, Receiving speed gain by 20%+ resulting in Manpower resources optimization.
Purpose:
Execute and Drive the Global Tool Service Strategy within the region. Subsequently supporting the Marketing Competence Center within the HUB, responsible for new Product Launches and the Market organization’s Sales Growth. Ensuring Customers Best in Class Service experience, eliminating the Customers reevaluation of buying a Competition Product.
Responsibilities: Tool Volume: 100’000+
Manage MENA HILTI Partner Organizations, support as business developer, 60+ Team Members.
P&L Responsibility, KPI Management, People Performance/Training/Development Management, Monthly Results Reporting.
Effective Communication supporting the development of positive relationships with the Stakeholder community.
Project Manager Tool Service Strategy Middle East 2015 - 2020.
Customer Tool Service Department management, Quotations, complaints, Service offering handling.
Spare Parts and Order, Obsolescence, Month on Hand Management.
Achievements:
OPEX reduction by 5 % in 6 Mt. Target was 2-3%.
In line with the Service Strategy, Start of Test with Hilti Oman sending Tools for Service to Dubai.
Cost saving of 200’000 USD, successful Hydraulic Heavy Diamond Tools Consolidation of maintenance in HUB Dubai.
KSA Team Restructuring, Change Management and interdepartmental Process alignment, Global Process adaptation merged with Local needs.
Cost saving of 500’000 USD, Turn Around of Service Level from 10 days to 4 days in 6 Months in KSA and Optimizing existing Facility to accommodate 40% Volume Growth. Results not in having to move Location and invest in a new Service center.
Project Manager SAP R3 implementation Tool Service UAE & KSA Region 1st.
Cost savings of approx. 100’000 USD/year, Build-up of Regional Spare Parts and Order Management, including South Africa.
Purpose:
Transfer gained knowledge during the period 2005 - 2008 in to the Region and support Sales Growth. Reorganize the Tool Service Center Structure in several countries to optimize Performance, Service Level and Net cost productivity. As part of the Marketing Team, support and plan new product Launches.
Responsibilities: Tool Volume: 90’000+
KPI Management, People Performance/Training/Development Management, Monthly Results Reporting.
Middle East Tool Service business developer, Joint venture and Partner Market Organizations consultant.
Responsibility of a Team of 60 Members.
Develop and Support Marketing Strategies of new Products with Added Value offering from the Service Part.
Customer Tool Service Department management, Quotations, complaints, Service offering handling.
Spare Parts and Order, Obsolescence, Month on Hand Management.
Implement Microsoft Dynamics / Navision throughout the Region.
Achievements:
KPI’s, Reduced Repair Order Cycle Time from over 15 days to 4 days within one Year due to Strategic relocations of Service Centers, Change Management and Low Hanging Fruits process changes.
Training of Service Center Managers and Technicians with Work Bench Summits, resulting in Fast Knowledge Transformation within the Region, spreading best in class procedures and improving on all KPI levels, sample: Cost reduction by avg 10%.
Purpose:
Develop and Build up a brand new Tool Service Center including the Team and IT System. Change Management in an extreme Growth and under pressure Environment. Bring the Existing Service Standard up to the top 10 within the Hilti world.
Responsibilities: Tool Volume: 45’000+
Understanding the Local Market and its needs as well as visiting Customers and engage with the Team.
Holistic approach on Process Flow Change Management, Gap analysis, Implement KPI’s and Reports to drive Business.
Project Manager of new Tool Service Center, planning and set up, P&L investment responsibility of 1.5 Mil AED.
Develop and implement new IT Oracle system to accommodate new Repair Service Workflow according to HILTI Global Processes and standards.
Customer Tool Service Department management, Quotations, complaints, Service offering handling.
Spare Parts and Order, Obsolescence, Month on Hand Management.
KPI Management, People Performance/Training/Development Management, Monthly Results Reporting.
P&L Responsibility.
Customer Complaint handling.
Ensure ISO Certification.
Achievements:
Manager of the Year Award.
Reduced Repair Order Cycle Time from over 20 days to 5.2 days within one Year.
Strengthened Team Build up from 16 to 25 Members, coaching and Training.
Efficiency increase from 1’200 to 2’000 tools/Tech to match Tool Volume Growth of 30% annually,
Developed the Magic Triangle of Economical Service: Time, Cost and Quality where the Key Customer promise is Service consistency.
Implementation of recycling Concept.
Purpose:
As a Local Business Expert in Tool Service, drive Process flow optimizations and improve the Image of the Service Department.
Responsibilities:
Contact person for any Tool Service related points that could not be handled with the existing channels.
Support and optimize the work procedure internally for the Team as well as for our internal Customers like the Hilti Shops.
SAP R3 System maintenance and trainer.
Achievements:
Process flow optimization, new design of in and outbound Area, reducing Needed Manpower form 2 to 1.
SAP R3 implementation, developed documentation and executed training in Department.
Best innovation of the Year Award, Automated Clutch Tester for Hydraulic Tools.
Purpose:
Run the Department profitable and sustainable while acquiring new customers.
Responsibilities:
P&L Responsibility.
People Performance/Training/Development Management, Monthly Results Reporting.
Managed 20 employees, 3 Million CHF Turnover
Task management for building cleaning contracts
Control of work progress on buildings, drawing up bids and long-term contracts, cost control and recalculation of current projects.
New customer acquisition, customer management
Achievements:
Increase of Customer platform by 5%.
Purpose:
Repair and Service to full range of HILTI Tools according to the Standard.
Responsibilities:
Meet the required KPI Targets and ensure Customer satisfaction.
Achievements:
Technician of the Year Award.
IELTS English Course
Purpose:
Assembling carrying capacity covering (tip of Arianne rocket for European Space Agency).
Responsibilities:
During very complex tasks, learned a clean and exact work style and handling new materials, glues and precision workflow.
Military Service / Heavy Truck Driver