SGSA is headed by Steve Brand, an industry practitioner with over thirty years technical support and field service experience in the aerospace, electronics, insurance and software industries. Before launching SGSA in 2001, Steve worked as a European director for two Fortune 100 software vendors managing large, international support operations. In those roles, Steve successfully led projects to re-engineer organisations, centralise and decentralise service operations, convert CRM systems, migrate from traditional support models to the Knowledge-Centered Service model, develop customer feedback programs, implement service quality systems, integrate acquisitions and much more. He is experienced in motivating and re-energising teams and firmly believes that the success of any service operation is directly linked to the work-life balance and continual skill development of the employees. In his current role, Steve provides health checks for support operations and helps companies improve customer and employee loyalty, increase staff productivity, implement KCS and achieve SCP certification; he also develops the skills of support engineers and managers, service account managers and customer success managers through instructor-led training classes and one-to-one mentoring. When not working (which isn't very often), Steve enjoys travelling, flying light aircraft, scuba diving and snow-skiing.Steve has served on the Board of TSANet Europe to promote closer co-operation between software vendors and has assisted in the development of the Service Capability and Performance (SCP) Standards since 1998. Steve holds a Bachelors degree in Mathematics, and an MBA from the University of Hertfordshire. He is an SCP Certification Auditor and Certified Instructor for the thirteen training classes below. SGSA Classes (Public, Onsite & Virtual) -------------------------------------------Cross-Cultural AwarenessCustomer Success ManagerField Service ManagerField Service ProfessionalKCS (Knowledge-Centered Service) FoundationsKCS (Knowledge-Centered Service) LeaderProblem Solving & TroubleshootingService Account ManagerService RepresentativeSupport ManagerSupport ProfessionalSupport SpecialistSupport SupervisorConsulting Experience -------------------------Operations ManagementStrategic PlanningSupport Centre Re-EngineeringSkill Development ProgramsManagement MentoringEmployee Engagement Programs Performance Metrics & Balanced Scorecards Customer Feedback ProgramsService Quality Management Tools & Technology ImplementationsSCP Auditing
Listed skills include Program Management, Management, Professional Services, Operations Management, and 38 others.
