Miguel Santolaya Email & Phone Number

POC with our EMEA CSSD for Service Related topics & projectsLocal Service PMO ManagerService data Owner / AnalystKPIs definition & reportingFollow up on MPS profitabilityService Performance & Business Scorecards creation in Power BIAd-hoc insight reportingData ETL & automationPython, R, & Dax

Spain

Design & supervision of TPMs & Service Providers NetworkTPMs & Service Providers AuditsNegotiation of Retribution Model for TPMs & Service ProvidersSLA DefinitionWarranty & PoliciesTechnicians Certification2ndLevel HW Support Team

Madrid Area, Spain

Collaborate in the development of the aftersales strategy and objectivesPrepare and present the business plan and budget of his area of responsibility. Contribute to the control and reduction of any cost associated to the aftersales services.Promote the quality and continuous improvement of the services provided to customersControl the activity of the Manufacturer Services and Service Providers Network through the analysis of key performance indicators and regular meetings.Contribute to maximize Customer Satisfaction and Company results

Ensure the best service to Iberian Market within the Service BudgetImplement & adapt the diverse european service procedures in line with the local requirements. Continuous process re-engineering.Develop and maintain the customer satisfaction for both end-users and retail.Develop and maintain service relation with key customersAssure optimal communication with other Company departments and third partiesRelation with local service partners, and tracking of their performances.Relation with Contact CentersOperational cost control and direct reporting to EMEA HQ

As part of the fusion into the Acer Group, Packard Bell Service Manager position is integrated into the Acer Service organization maintaining the same responsibilities.

Implement & adapt the diverse european service procedures in line with the local requirements. Continuous process re-engineering.Active participation in Steering Direction Committee.Develop and maintain the customer satisfaction for both end-users and retail.Assure optimal communication with other Company departments and third partiesFull budget responsibility with regards to Service in all aspects such as tech resources, training needs, HHRR, service partners and facilities.Operational management of the local service partners, and tracking of their performances.Handle the services processes (RMA, repairs in & out warranty, parts return, etc).General management of the CCC (both the internal CCC & the 3rd party CCC)Direct services sales targets achievements.

Phone and web sales manager and Quality and Cust Sat responsible. Responsible for the sales activity within the CCC across the 7 countries serviced (PT, SP, ITA, FR offshore from Casablanca, Germany, SW and Poland). Sales at presales team and sales lead generation in the technical support CCC within the qualification call.Single point of contact for the HP IPG CSO Sales organization Multi-department Project coordination (IT – RRHH- OPS).Processes & Procedures creation and control. Responsible for elaborating the incentive model and reporting system. From a pure technical cost CCC to a profit center both at presales/sales team but also at tech. support team.Competence study coordination and benchmark analysis. Responsible for the achievement of the main KPI which impact on customer satisfaction, proposing and leading changes within the scope of work of cust services.Collaboration in different RFPs and RFIsMonthly meeting and QBR with HP EMEA ops direction.

KPI monitoring to ensure service level adherence. Cust. Satisfaction monitoring to identify deviations with sufficient time not to impact key drivers. Identifying and proposing improvement areas.Project participation: Regional (EMEA) Mystery Shoppers; Incentive Plan creation for front line and backline activities; Results presentation to senior management. Functional requirements creation for CRM application currently used at DHL Iberia that leads the call to up and cross sales and high customer satisfaction results.Project Lead: Cust Service centralization, processes auditing and reengineering in all 56 CCC that were spread through Spain integrating them in 3 CCC (acting as a one virtual centre). Each site had its own processes which make impossible to have a unique DHL experience. Contacting senior management and commercial directors to explain the project scope. Project management, follow up meetings, multi-department coordination

Member of the management team who lead the project in a EMEA level with full responsibility and accountability account resultsCreation and follow up, in coordination with each country support operation manager, of program reporting to monitor the KPIsMonthly follow up meetings with the country support managers of the 5 countriesQBR preparation and attendance with HP EMEA Support Operations management. French Offshore (French support delivered from Casablanca) German near-shore (German supported from Dessau and Warsaw).Total Customer Ownership: HP customer support strategy that lead to breakthrough in customer satisfaction figures with a controlled cost.New Support Model: HP customer support strategy. Based in TCO project outcome.Monthly discussion and signature of forecasted FTAs