Dan Willson Email & Phone Number

Detroit, Mi, Us

Detroit, Mi, Us

I directed cross-functional teams, including Service Coordinators, Field Service, and the Parts Department, to ensure alignment with organizational goals and enhance overall service quality. By collaborating closely with senior management, I helped devise long-term growth strategies for the service department, focusing on sustainability and continued excellence. My leadership approach emphasized strategic planning and fostering team cohesion to drive operational success.I spearheaded key initiatives that improved both customer satisfaction and operational efficiency, resulting in a 15% increase in service performance metrics. Additionally, I developed and managed departmental budgets, optimizing resource allocation while maintaining high service standards. By implementing process improvements and conducting regular performance evaluations, I boosted team productivity and effectiveness, ensuring that the department consistently exceeded expectations.

Leuven, Flemish Region, Be

I oversaw the daily operations of the X-ray product line’s service department, driving continuous growth through strategic leadership and a commitment to exceptional service delivery. By developing and monitoring key performance indicators (KPIs), I ensured the service department consistently performed at high levels and achieved profitability goals. Collaborating closely with product development teams, I ensured seamless service readiness for new product launches, while effectively managing the service budget to optimize resource allocation.I led the development and training of a highly skilled service team, which significantly enhanced customer satisfaction and reduced escalations by 30% through proactive problem resolution. Additionally, I coordinated field service operations across a team of eight engineers, improving response times and reducing service delays by 20%. To further increase efficiency and consistency within the department, I implemented standardized operating procedures (SOPs), which streamlined operations and ensured high-quality service delivery across all touchpoints.

I managed departmental budgets and P&L, consistently meeting financial targets while simultaneously elevating service standards. Through comprehensive performance evaluations and targeted training, I enhanced team competency and service quality, ensuring the department operated at peak efficiency. My focus on financial oversight and resource optimization helped drive sustainable growth while maintaining a high standard of service delivery.I formulated and executed operational strategies for global service training, depot repair, and system service programs, ensuring service readiness for new product introductions. By leading process innovations, I improved operational accountability and reduced service costs by 10%, significantly boosting overall efficiency. Additionally, I implemented a customer feedback loop, driving continuous improvements in service operations and boosting customer satisfaction. By streamlining service delivery and coordinating logistics, field service, and repair teams, I reduced turnaround times and contributed to a 15% increase in service revenue.

Farmington, Ct, Us

I led the development of the Additive Manufacturing (3D printing) technical service program, establishing foundational processes that significantly improved service delivery and operational efficiency. By training and mentoring Field Service Engineers, I enhanced both their technical and communication skills, which optimized service delivery and strengthened customer relationships. In collaboration with TRUMPF Headquarters, I aligned our technical service strategies with global company objectives, ensuring consistent and high-quality service across all regions.One of my key achievements was spearheading a customer satisfaction initiative that not only increased loyalty but also expanded the customer base by 20% through strategic service enhancements. I effectively managed customer escalations, implementing solutions that led to a 25% reduction in future escalations. Additionally, I improved operational efficiency by integrating new tools and technologies into service processes and leading cross-functional teams to deliver complex service projects on time and within budget. These efforts contributed to the overall success and growth of the Additive Manufacturing service program

Farmington, Ct, Us

I directed a 45-member service team with a focus on enhancing operational efficiency, improving customer satisfaction, and elevating service quality. By carefully managing the financial aspects of the service department, I successfully balanced budget constraints with the need to maintain high service standards. Through strategic process enhancements, I was able to reduce customer wait times and optimize resource allocation, ensuring that both operational goals and customer expectations were consistently met.One of my key initiatives was launching the "5 Steps of Service" program, which established a global standard for service excellence and aligned closely with company objectives. I also launched and optimized a 24/7 call center, reducing customer downtime by 90% and significantly accelerating onsite response times. Additionally, I spearheaded comprehensive talent acquisition and development programs that cultivated a team of high-performing service engineers, leading to an 80% reduction in customer escalations and reinforcing our commitment to exceptional service delivery.

Farmington, Ct, Us

In my position as Supervisor CO/2 5-Axis, I directed a team of 12 Field Service Engineers by way of scheduling and dispatching service calls and providing technical support for customers and Service Engineers. I managed multiple complex projects for new installation ensuring projects were completed on time, scope, and budget.Some key achievements in this role included:• Cultivated a safe and encouraging environment that recognized value and productivity for both local and remote service groups.• Developed training programs that educated customers and trained Service Engineers helping to reduce service calls from 5 days to an all-time low of 2 days.• Controlled the travel budget as well as reviewed and approved employee's timesheets and expense reports.• Ranked in the top percentile of Global Customer Satisfaction Survey scores for customer service/phone support, outperforming German facility counterparts.• Designed an installation checklist and toolbox that reduced install time from 2 weeks to 5 days.