• São Paulo SP

Fenlly Udono

After Sales Services Manager

Professional Experience

Work History

Services Manager

Jun 2005 - Dec 2014
Main Achievements:
● Efficiently managed and implemented a new Services Subsidiary operation(from 0 to 100% operational) in 4 months generating savings of 25% compared to previous outsourced vendor cost​.
● Successfully managed a more simplified RMA processes with Retail Channels and Distributors reducing the approval cycle from 20 days to 3 days, increasing the share of mind in the distribution channels.
● Consistently turned around the Average Services Gross Margin from-15% to +25% in 10 months by negotiating unwealthy contract agreements with customers and vendors.
● Successfuly implemented Services SAP projects with zero gaps for Brazil geography by working closely with Finance, Controlling, Supply Chain, IT and Logistics.
● Consistently increased the number of service contracts from 6 to 22 contracts in 12 months by setting up contract sales and service delivery conditions.

● Manage implementation of Siebel/Oracle and SAP systems integrations to automate Extended Warranty Sales through the web portal. ●

Services & Support Manager

2001 - 2004
SUNNYVALE(Local Industrial Automation Services)
São Paulo, Brasil Post Sales Services & Support Manager Main Achievements ● Managed internal and external changes to get 30% increase in the number of service contracts with key customers(Unilever, Tetrapak, Sadia, Marba, Eurofarma) by focusing on regular customers meetings in order to identify their business constraints. ● Managed and drove the Services Division rightsizing with no customer impact in 4 months. Team performance raised from 65% to 85% by using teamwork techniques, motivation sessions and constant skill training programs. ● Led a commercial negotiation with the main UK vendor recovering USD 250K of International Warranty Claims in 4 months by increasing the level of relatioship between Brazil and the vendor's overseas division. From that point on, this process was taken as a standard procedure to claim warranties with such vendor. ● Managed new vendors evaluation programs by local visiting of vendors sites in Spain, France and Denmark to introduce new automation solutions for Brazil. Scope ● Management of Field Services and repair shop technical team for Pharmaceutical, Chemical, Personal Care & Food Industries. ● 25 direct & indirect resources management. ● Management of Service contracts and spare parts sales and billing. ● Conducting business meetings with European, North American and Asian companies for service contracts, warranty claims and credit notes. ● Management of Authorized distributors & partners network across Brazil country

Service Manager

1999 - 2001
KLOCKNER HAENSEL(Germany-Packaging Machinery), São Paulo, Brasil
Country Service Manager ● Manage installations, start-up, training, technical support and service delivery for high speed automatic wrapping machineries and systems for food and HPC(health and personal care) industries ● Manage Spare parts sales for headquartered companies in The Netherlands, Germany and USA(Klockner group) 2 ● 10 direct and indirect resources management

Service Sales Manager

1997 - 1999
Service Sales Manager ● Manage Maintenance and Refursbish contracts for brewery and soft drink industries in Brazil, Central America and Africa customers. ● Management and coordination of field service operations for beverage industries automatic filling systems, conveying and packaging lines(KHS and Otto Haensel systems). ● Management of 35 direct and indirect resources

South America Training Manager

1994 - 1997
MEADWESTVACO USA-Packaging Systems and Machinery
São Paulo, Brasil South America Training Manager ● Technical Training management for high tech automatic process and packagingmachineries for South American customers(Argentina and Chile). ● Certified training manager to implement training programs for South American customers ● Strategic spare parts sales and technical team management


1988 - 1994
RIMA IMPRESSORAS Local Computer Printer
Industry, São Paulo, Brasil Product Line Manager: New products introduction, Product lifecycle management, Indirect sales support.




1993 - 1994


1983 - 1987
Escola Federal