Daniel Hicks Email & Phone Number

Wiesbaden, He, De

Wiesbaden, Hesse, Germany

Strategically leading and developing an operational Service team of 100 people, contributing 45M€ revenue per year.Direct management and supervision of Service operations management, project execution, Field Service employees, contractual SLAs, and customer experience throughout North and East Europe.Overseeing subcontractors and distributors, ensuring they offer Service in line with Smiths Detection best practice.Expanding existing tools / process and identifying new ones, to better serve customers and ensure they have the best experience.Identifying new ways to drive increased sales and commercial opportunities through Service.Part of the Senior Leadership team at the European Centre of Excellence in Wiesbaden, Germany.

Full financial and operational responsibility for growth of the Field Service, Customer Support and Training Academy functions as a business within the business.Developing and executing the corporate strategy for Service – providing the vision and direction for the organisation to migrate towards a true customer centric model.Identifying, developing and packaging new service products to increase customer retention and aftermarket spend. Migrating service products from reactive to proactive and consultative.Motivating field sales teams to sell service products, in a matrix environment. Equipping them with the tools and data to make selling services easy and rewarding.Building meaningful relationships with customers and forging partnerships. Monitoring customer loyalty, defining at-risk accounts and setting into motion actions to win back customer trust. Implementing industry standard indicators to measure customer experience, using them to drive performance, improve and put the customer at the centre of all decision making

Leading an international team of people and ensuring they have the tools and knowledge to deliver service that exceeds customer expectations Identifying key indicators to measure the business, using them to drive performance and improve customer experienceEstablishing policies and procedures to ensure the global teams adheres to service best practice standards.Lead communication with global key accounts and handle escalations where required

Leading a group of global subsidiary Service Managers and defining Service strategy. Driving and implementing improvements to processes and tools, with the purpose of providing a world class Service offering. Defining KPI metrics to measure the Service business and setting global targets. Ensuring real time reporting is robust, accurate and regularly presented to senior management.Identifying and managing strategic change and business transformation projects. Driving the implementation of processes and systems to subsidiary teams, providing direction and pushing performance in line with Service KPIs.Liaising with software development teams to push innovative ideas and identifying opportunities to optimize the Service Management System to meet the needs of the business, in alignment with best practice processes. Pro-actively analysing the Service business, identifying opportunities for global performance improvement, pushing the company towards complete Servitization.

Responsible for managing customer service projects within the technical business of Domino Deutschland. I am responsible for listening to customer technical issues, working with them to define the root problem, identifying a technical solution and rolling out that solution at the customer site. Technical liaison for Domino Deutschland with our headquarters in Cambridge, England. I ensure the voice of Domino Deutschland is heard by our mother company, championing the needs of our customers. I am responsible for process improvement projects within Domino Deutschland, ensuring that our internal processes are correctly documented and managed. I drive process change projects to ensure that the company is working as efficiently as possible.

A management role, involving extensive internal and external customer contact. I have obtained an in depth technical knowledge of Product Identification technologies. I am the Ink Specialist within the company, which means I offer technical advice and cooperation with our Head Office in the UK, with everything relating to our fluids products. I am responsible to ensure that the correct spare parts arrive at customer sites in time for necessary repair and maintenance activities. This position has taught me how to get the best performance out of people while offering the necessary support and guidance to help them achieve this.

During my time at Domino UK Ltd, I was responsible for managing a range of ink products. My responsibilities included collating market need for new niche ink products through communication with the global field offices and customers. I would identify trends in this data and put together justifications (commercial and technical) and specifications for new research projects. I managed the development, scale up and field trial projects and presented the results to key stakeholders. I provided the necessary documentation and guidance to Operations, R&D, Sales and Regulatory Conformance to enable the launch of the final product. I wrote and distributed commercial documentation and tools to allow salesmen to sell the product. This role required excellent communication and relationship building as I had to rely on influencing others to get results. Using the company's PLM system, I managed the lifecycle of existing products, consolidating and withdrawing products where necessary. I was in regular contact with the global sales team giving technical, commercial and regulatory advice on the product range.

Technician within an Organic Chemistry Laboratory, supporting research programmes by carrying out synthetic experiments. Synthesised and purified new and existing monomer and polymer systems as well as designing multistep synthetic routes to novel target monomers. Used a range of analytical methods to identify target compounds and intermediates. Mentored junior members of staff