Provide high-level management support in delivering expert PC / Server Hardware and Software Service solutions for 500+ Service Partners and 10 regional Representatives, across multicultural environments.
Serve as key player in supporting IBM / Lenovo warranty and technical support functions, including addressing and resolving client concerns and training sales staff regarding all Warranty / Service policies.Serve as Project Manager, interfacing directly with third party vendors regarding service tools used by field technicians. Maintain communication with clients performing Warranty claim analysis and formulating analytical Cost vs. Benefit cases to support service initiatives. Assess project schedules, assign work tasks, monitor benchmarks, and report project status to regional management. Oversee training of 10 direct reports; serve as subject matter expert regarding all support tools and processes. Serve as Lean Six Sigma training coordinator.
Led migration of legacy warranty claim system to SAP. Net savings of $425K per year.
Drove implementation of multi-tiered labor structure. Reduction in labor cost of $300K per year.
Implemented an order bundling process to the warranty claims processing tool, which reduced parts handling charges by $170K per year.
Directed migration of telephone-based surveys to email-based tool. Annual savings of $150K
Drove communications, training and support document translation improvements through Call Centers. Customer Satisfaction improvement of 10 percentage points in a 7-month period
Implemented part order screening process and enhanced entitlement. $50K reduction in parts usage in a six-month period
Credited for improving Business Partner warranty service coverage by 25%, thus increasing Customer Satisfaction rating by 5 percentage points in a 6-month period.
Led deployment of Customer Replaceable Parts process through IBM Call Centers. A $30K annual reduction in labor was attained.
Implemented process to test warranty parts returned by Business Partners. $100K reduction in parts usage in a six-month period
Instrumental in continuous management of warranty processes and procedures during the Lenovo buy out of the IBM service contract.
Implemented warranty entitlement enhancements. $30K reduction in annual labor cost