Charles Herald Pmp® Email & Phone Number

Glasgow, GB

Glasgow, Scotland, United Kingdom

• Lead project manager in BENELUX & Nordics liaising with the Regional Sale Director to proactively maintain customer relationships and identify new customers requiring project/program management skills.
• Mentor new team members within the OEM project/program management to help their onboarding and develop their skillsets within project & program management.
• Lead Core Project Team, kick off programs, establish schedules and facilitate meetings. Core and extended team members include Project management, Sales, Order management, New Product Operations, Custom Factory.
• Work with the customers to document their requirements; establish clear objectives and deliverables for the program and manage the creation, review and approval of the SOW (Statement of Work).
• Support new projects seeking additional lines of business and/or capabilities.
• Facilitate Core Team meetings and maintain schedule. Responsible for meeting/ exceeding all milestones & deliverables.

Glasgow, Scotland, United Kingdom

• Lead Core Project Team, kick off programs, establish schedules and facilitate meetings. Core and extended team members include Project management, Sales, Order management, New Product Operations, Custom Factory.
• Work with the customers to document their requirements; establish clear objectives and deliverables for the program and manage the creation, review and approval of the SOW (Statement of Work).
• Support new projects seeking additional lines of business and/or capabilities.
• Facilitate Core Team meetings and maintain schedule. Responsible for meeting/ exceeding all milestones & deliverables.
• Facilitate regular meetings with the customer and/or local partner during program development to enable fulfilment solutions.
• Manage major risks and issues through effective contingency plans and proper escalation.

Glasgow, Scotland, United Kingdom

• Facilitate and support core team calls both with internal and external customers for various customers.
• Take the lead on EMEA CFI project up-dates working with the customer and core teams to document the customer requirements/objectives ensuring timelines are met and project is complete.
• Manage customer escalations to resolution, assuring timely communications to customer for Tier 3 OEM customers,
• Proactively manage unique parts inventory (CFI) and procurement/depletion plans
• Manage First Article progress - provide up-dates to the customer and internal teams.
• Operations support for Tier 3 customers and Tier 1 and 2 PM’s

Glasgow, Scotland, United Kingdom

• EMEA Program Manager for Global Segment Accounts; managing $30Million revenue per annum
• Co-ordinate and manage post-sales activities for three major customers across EMEA region
• Main point of escalation & resolution for any customer issues including; supply chain, logistics, invoicing & financing
• Co-ordinate in-country Global Sales Teams to achieve local country customer requirements & drive satisfaction
• Analyse and report on revenue spend, LOB penetration and QBR results across EMEA region for assigned customers
• Maintain excellent customer relationships and ensure Dell is positioned to retain & win future business

Glasgow, Scotland, United Kingdom

• Act as first point of escalation for call coding, technical queries and engineering processes.
• First point of contact for escalations and first time fixes within EOS.
• Identify training & coaching needs within the EOS team; ensuring correct use of tools & procedures.
• Analyse and report on trends within EOS metrics.
• Maintain a good working knowledge of Dell’s product lines and warranties and changes to technologies.
• Maintain relationships with other departments such first line technical support, UK Service Delivery etc.

Glasgow, Scotland, United Kingdom

• Diagnosing Hardware and Software issues, logging service calls and ensuring customer satisfaction throughout
• Respond to customer queries regarding new technologies and products and recommend appropriate upgrades where necessary

Glasgow, United Kingdom

• Complex Technical Advice to predominantly commercial customer resolving connection and network problems relating to both software and hardware provision.
• Managed solutions as part of Demon service to a wide range of client companies by providing detailed technical advice in support of hardware supplied.
• Knowledge of all Windows and Mac operating systems in addition to a wide range of routers.
• Adhering to fault logging systems, identifying defects in network provisions and managing customer queries through to resolution.

Glasgow, United Kingdom

• Providing professional Technical support to both business and domestic clients for a varied range of Internet Service Providers including Cable & Wireless, Beeb.net and JustConnect.
• Highly adaptable in delivering a wide range of advice to diverse account holders whilst recognising limitations and expectations of ISP’s contract specifications.
• Provision of concise and faultless technical support to premium rate callers.
• Detailed knowledge of Internet Browser functionality defects and resolutions.