Marcel Michiels Email & Phone Number

Sassenheim, Zuid-Holland, Nederland

- Oversee the activities and supervision of the Technical Support Department staff based in the EMEA region.- Ensure completion of technical support staff responsibilities, review outgoing customer communication and problem resolution information.- Support technical support staff based in other locations to achieve Global Technical Support Departmental goals and maintain service initiatives to meet internal and customer SLA requirements.- Act as liaison between Quality, Engineering, Technical Services and the customer for escalation of product and service issues or product development as required,- Participates in presenting monthly analysis of field failures to cross functional management team and makes recommendations for improvement opportunities.- Collaborate with internal departments ensuring that major technical issues are properly addressed.- Provide monthly metrics and detailed reports to management as required.

Nieuw-Vennep

- Oversee the activities and supervision of the Technical Support Department staff based in the EMEA and Asia Pacific (APAC) regions.- Ensure completion of technical support staff responsibilities, review outgoing customer communication and problem resolution information.- Support technical support staff based in other locations to achieve Global Technical Support Departmental goals and maintain service initiatives to meet internal and customer SLA requirements.- Act as liaison between Quality, Engineering, Technical Services and the customer for escalation of product and service issues or product development as required,- Participates in presenting monthly analysis of field failures to cross functional management team and makes recommendations for improvement opportunities.- Collaborate with internal departments ensuring that major technical issues are properly addressed.- Provide monthly metrics and detailed reports to management as required.

Nieuw Vennep

- Assist customers by providing support and troubleshooting of Sensitech products;- Researching, responding, and resolving various customer inquiries received via telephone and e-mail;- Speak to the end user at their level of expertise to solve problems via face to face interaction, telephone, remote pc applications and/or e-mail;- Responsible for maintaining a high standard of customer satisfaction while following Sensitech policies, procedures, and warranties;- Collaborate with cross functional departments including internal and external sales personnel ensuring that technical support issues are properly addressed;- Participate in Technical Service team process improvement activities designed to improve service quality and proactively address product/customer issues;- Periodically review existing procedures (Work Instructions) to ensure compliance with current practice and the Quality System of Sensitech.Sensitech is the leading provider of cold chain visibility solutions that enable our global customers to track and monitor assets across the supply chain, protecting the integrity of their temperature-sensitive products. Our portfolio includes comprehensive analytic services, enterprise software systems and validated data acquisition devices. We address the most complex supply chain problems and deliver powerful insights that drive measurable process improvements. The combination of our products and services allows customers to increase profitability, deliver higher quality products and protect brand equity.

My contract with Canon ended at the end of March 2012. My role has (for economical reasons) moved to UK and I could (for private reasons) not move.

Amstelveen

Main accountabilities in position:Managing Canon's Consumer Support site, which includes:> Being the main point of contact with ICT, Business and Japanese Stakeholders on all aspects related to the Consumer Products Support website.> Reporting on performance (both technical and end-user)> Identifying system improvements> Identifying and delivering process improvements> Planning, managing and controlling of projects with regard to improving the Pan European Self Support Website.Experience and skills gained in position:> Web Content Management (16 languages for 21 countries):Receipt, authoring, translation, review, publishing and maintenance of product support related content.> SDL Tridion (Content Management System).> Project ManagementAchievements in position:> Implementation of systems to automatically import support content received from the Japanese headquarter into the Content Management System. Saving 0.5 fte.> Implementation of tools to largely automate Content Management flow after content receipt. Saving of 1 fte.

Amstelveen

• Group leader: Supervising and guiding specialists from national organisations, who perform technical support in their organisations.• Management support: Collect and analyse service & financial data of national service organisations. Based on these determine strategies to improve their service efficiency.• Product specialist (consumer electronics): Support the national organisations in complex technical problems.• Problem analysis: Analysing of frequently reported issues and making recommendations to national organisations and the headquarter in Japan in order to find a solution.• Quality reporting: Preparing and analysing monthly quality reports. These are used for recommendations to the headquarter in Japan, local management and the national organisations.• Content provider: Prepare content for the Intranet site (Technical bulletins) and the Pan European Self Support Internet site (FAQs).• Training: Prepare and conduct training to specialists from the national organisations.

Product support for Photographic equipment.

Product support for photographic equipment

Develop and test a device that continuously monitors and records phone line signals.

PLC programmer.Assisting in set-up of new manufacturing lines.Making technical drawings using AutoCad.

Testing of prototypes and used components of Medical devices that would enable diabetes patients to measure and control their blood sugar levels.

Bsc, Electronics

Diploma, Electronics

Diploma Higher, General Secondary Education (Havo)