The Service Council™ exists to provide a nexus of community and information sharing, endeavoring to codify and refine best practices, while raising awareness of the importance and benefits of establishing a service-led organization.

Responsible for growing $250MM of Global Aftermarkets (Materials, Software, Hardware, Consumables) for diverse base of 3D Printing customers.Drove continued revenue and GM% growth of Aftermarket Solutions. >30% revenue growth, +30pts. HW Margins.Increased NPS by 50 pts. with closed loop process.Designed and implemented e-commerce solution for materials and consumables.Achieved highest Employee Engagement scores and growth by department.Designed and implemented corporate Key Account Program.Integrated acquisitions to accelerate synergies and growth.Drove sales leading Business Development, Inside Sales and Aftermarket Sales teams.

Responsible for 250 person global team for post-sale Services for all technologies of 3D Printers.Implemented transformational AI, AR and IIoT technologies for faster response to customer issues and higher efficiencies.Architected CRM system to efficiently manage customer experiences and capture information for advanced analytics.Enhanced Partner network with targeted goals and reviews for revenue growth and higher customer satisfaction

Responsible for all aspects of Global Services supporting customers using 3D Printers.Increased GM% +20 points. Re-defined Services Portfolio.Established Partner QBRs and KPIs improving end customer service quality and loyalty.Restructured a 300-person global team for customer responsiveness and effective operations.Optimized capacity planning for enhanced customer responsiveness and organizational efficiency.

Led global teams for technical support, knowledge management, applications, product life cycle and services platform. Transformed technology used with implementation of ServiceMax for Field Operations, PTC ThingWorx for connected proactive services and Aquant AI for enhanced troubleshooting and technical support leveraging AI.

Led M&A due diligence and integration of key acquisition to leverage scale, elevate talent, broaden solutions, improve customer experience and optimize systems.Led strategic IoT project to transform delivery services with mobility and GPS tracking improving Customer Experience and streamlining processes and touch points.Led global operations team of 300 persons in Partner Management, Call Centers, Distribution Centers, Client Services, Quality, Analytics, Trade Compliance.Refreshed technology to create leverage and scalability. Reduced manual operational transactions by 40%.

Designed and implemented Proactive Account Management framework and processes to accelerate business development.Created closed loop customer experience improvement process and increased NPS by 40 points.Led Global Account Management and Client Services teams driving revenue acceleration.Redesigned and streamlined Sales processes leveraging SFDC.

Led Global Service Operations for multiple business units supporting multiple industries.Enhanced Services product portfolio and outsourced contract sales to improve contract attach rates by 40%.Redesigned global organization following the divestiture of two business units and improved GM +2%.Enhanced parts planning team with outside resources and improved processes to increase order fulfillment rate by 30% while lowering total costs and improving customer experience and NPS by eliminating customer complaints.

Defined and implemented corporate Customer Management Strategy and enhanced Quality Assurance systems which improved overall customer experience, employee engagement and bottom line profits. Enabled process improvement teams that used lean six sigma tools to reduce warranty events by 30% and improve technical escalation response times by 80%.

Responsible for all Customer Service and Field Service operations in 40 countries with full P&L management of $125 million. Managed 600 employees globally.Restructured and top-graded 30 country based and business unit services into one global service organization leveraging economies of scale to better serve customer needs with a high performing organization and deliver higher EBITDA growth.Established service as a major competitive advantage in the key industries the corporation serves.Led complex project to transform a reactive service model to an award winning proactive and predictive service model improving the customer experience using remote services. Drove consistent year over year revenue acceleration and margin improvement.Applied Lean Six Sigma tools to enhance service response times, improve customer experience, streamline customer interfaces, optimize escalation handling, improve call closure and reduce returns.

Drove continual revenue and EBITDA growth.Transformed global footprint with consolidated Call Center structures and established the call center operation in Shanghai greatly improving customer experience.Led the global implementation of SAP for service and the development of 24x7 e-commerce and e-service solutions.Implemented NPS (net promoter score) survey to define customer needs and drive programs to higher levels of customer satisfaction.Enhanced service product portfolio based on the voice of the customer and support of business strategies and revenue acceleration.

Managed all post-sales service activities including: Installation, Training, Warranty Services, Contract Services, Consulting Services, Per Call Services, Parts Sales, Consumable Sales.Transformed a multi-regional operation into pan-EMEA integrated structure.Increased service gross margin from 35% to 45%.Outsourced European central warehousing and logistics operations.Defined global business strategies with International operations.Initiated and developed Key Account Management program.

Developed Balanced Scorecard performance measurement system for service.Integrated service, logistics and applications organization in the UK.Developed service Product Offering.Identified, specified and implemented process improvements leveraging SAP platform.

Responsible for the integration of the SAP system across European offices for Sales and Distribution (SD), Service (SM), Logistic (MM), Finance and Controlling (FICO). Managed a cross-functional integration team.

Management of the support and logistic group for Central and Eastern Europe.

Responsible for customer support for Europe.Responsible for General Management of European organization.Electronic Fabrication strategic marketing team member. Market analysis and definition of strategy for the business division.

Responsible for pre- and post-sales customer support for Central Europe.Communicated European market requirements to US parent company. Ideas for automatic optical inspection helped the company to reach new price-performance standards in the market.

Pre-sales acquisition of customers in the Electronics Industry.

Four month contract to support Asian region development. Trained engineers on VLSI products. Technical Support for sales activities

Started, built, organized and developed a support team for VLSI customers in Europe.

Supported European sales team in the acquisition of new accounts by providing technical pre-sales support. 95% success rate on using technical demonstrations and presentations to close sales.