Dennis B. Email & Phone Number

Marignane, Bouches Du Rhone, Fr

Airbus Helicopters International Northeast Region Customer Support Manager 2021 – Present- Dedicated to improved customer support operations/reduced costs internally and for 100+ customer accounts.- Works with Quality, Engineering, support teams for root cause and corrective action identification.- Manages overall customer satisfaction including scorecard, business reviews, account rail, service request and data collection. - Accountable for ownership, management, and development of mid to upper-level client delivery relationships and satisfaction ratings.- Defines, organize, and lead cross functional teams to support internal and external customer requests.

Manages / support Malvern Panalytical products in the services that are offered. Enhance customer support, and product sales, in the territory through a proactive integration of the technical team expertise into the daily customer support and sales activities of the Malvern Panalytical team and customer base. - Demonstrate ability to interact with all levels of personnel and communicate clearly in a professional manner, requiring strong organizational, administrative and interpersonal skills, both oral and written. -Works with laboratory testing (analytical) equipment in the pharmaceutical, chemical or allied process industries. Management of budgets, pricing, margins and possesses good general business acumen. - Manages a remote team of Customer Support personnel (15 to 20), coordinate, monitor and track all aspects of daily field activities to ensure that contractual support activities are prioritized appropriately.- Be responsible for managing the identification, prioritization and resolution or escalation of customer requests. - Makes sound strategic and transparent tactical decisions that reflect on Malvern Panalytical’s reputation, profitability and customer retention. - Evaluates team members’ performance against goals and procedures, provide annual appraisal with performance improvement plans when necessary. - Oversees assigned monthly revenue targets valued in excess of 16-20 million in sales, support, and operations annually.

Meudon, Île-De-France, Fr

Thales Avionics USA Irvine, CAMultinational company that designs and builds electrical systems and provides services for the aerospace, defence, transportation and security marketsOperations Manager 2015 – Present- Lead planning and/or implementation of operations, maintenance and projects.- Facilitate the definition of team mission, goals , tasks, resources; resolve or assist in conflict resolution.- Manager resource allocation and manage department budget.- Drive organizational change and accountability, Act as change agent to craft solutions related to operational projects.- Ensure customer demands (including material specs, delivery dates) are achieved on time, at the highest level of quality.- Establish close working relationships with internal management and stakeholders.- Foster a collaborative environment that encourages feedback and instills accountability.Communications / Team Work – Leads / drives the team to actionable results. Exceeds customer expectations through delivery of a consistant, seamless customer experience across multiple channels. Coordinate complex teams to ensure all aspects of projects are compatible, alligned and deliverables are met on time.

Meudon, Île-De-France, Fr

Thales Avionics USA Irving, TXCustomer Support Manager 2013 – 2015- Manage customer expectations and activities of Thales performance to contractual obligations and overall customer support. - Coordinate, track, and follow up on the action items and tasks for the assigned programs.- Supports the Program Management Organization for the preparation of program reviews, technical coordination meetings, design reviews and other support functions as required.- Own full accountability for customer business aviation partnership and as the communication focal point to the internal and external customer maintaining regular follow-up.- Responsible for oversight of resource, flow down, management, planning, coordination, execution, cost and scheduling performance.- Champion customer concerns and product support issues. KEY ACCOMPLISHMENTSLed the Entry into Service (EIS) retrofit team for major contract and implemented a customer service strategy... Result: maintained an account portfolio in excess of $100 Million for sales, support and operations.Developed and managed the technical support team... Result: Eliminated conflicting projects, increased manpower efficiency by 20%.Organized and directed support team on lead account… Result: Won follow-on business to extend the current contract.Led and developed delivery of technical documents... Result: End-user expertise increased maintenance support by 40%.Established material requirements and directed all equipment installations... Result: Start-up time achieved 49% faster than initial program launch. Designed and coordinated tracking systems for internal and external stakeholders… Result: Found the most profitable combination of lead flow to dollar ratios.

Master, Business Administration

Bachelor Of Science, Business Management

Graduate, Marketing

Aviation /Law Enforcement, Military Applied Sciences