Summary

Leader, Manager, and Consultant … Problem Breaker

Expert in domestic and global Customer Service Operations…from designing and launching service concepts for High-Tech Start-up companies to leading multibillion dollar Technical Service Businesses.Known for building and managing top-notch service teams…from small expert teams to several hundred field service engineers and support staff.

Demonstrated track record of success in aftermarket services…increasing revenues and cutting cost, while improving customer satisfaction.

Six Sigma Black Belt.Multicultural experience from living and working in the USA, South America, Europe, Asia & Australia. Several languages.Dual Citizenship.

Objective

Executive Management or Consulting assignment in the high-tech / technology industry ... leading, managing , or consulting Technical Customer Service* Businesses (field and support functions), preferably with Service Sales and Service Marketing responsibilities. Full-time, interim, consulting, or project opportunities are welcome. - Please contact me for a detailed resume or a consulting offer at:wlembeck@yahoo.com * Technical Service or Service Operations is the management discipline of providing repair, inspection, diagnosis, and maintenance services…either on the customer premise, in the repair shop, or remotely. Examples of products or systems serviced: business telephone systems, computers, and photo copiers/printers; intrusion / fire alarm, and video surveillance systems; ATM; POS (Point of Sales) products / systems; Medical devices, etc.

Skills

Skills

Strengths

Strengths   Driving growth, profit, and corporate value    Creative, focused, self-motivated, and driven   Building and managing customer relationships   Establishing and executing vision and strategies   Conceptualizing worldwide go-to-market strategies    Improving operational performance and productivity   Building and leading top-ranking management teams   Leader, team builder, coach, mentor, people manager   Leading business transitions, mergers, and integrations

Areas of Expertise

Areas of Expertise   Field Service Operations   Service Sales & Marketing   Technical Assistance Centers   Project / Program Management   Customer Call / Dispatch Centers   Quality and Customer Satisfaction   Process Analysis and Improvements   Re-engineering of Business Processes   Supply Chain, Logistics, Return & Repair

Work History

Work History

Some Major Achievements

·Integrated, consolidated, and streamlined several service organizations as a result of three different business acquisitions and mergers---multimillion dollar savings.

·Conceptualized and established a technical service organization from zero to a fully functional support business---providing 2nd and 3rd level services to resellers.

·Transformed manufacturing support units (mainly warranty transactions) to profit center models---sustained business, recurring revenues, and higher margins.

·Led a global, virtual team of approximately fifty Six Sigma Black Belts and Master Black Belts to improve service operations---several 100 million dollar savings.

·Initiated and managed a services business development program, emphasis on value added service offerings---resulting in $10M business in less than one year.

·Restructured and improved structure and processes for a $180M worldwide service business---resulting in higher margins and improved customer satisfaction.

·Designed and launched world-wide service concept for start-up company---paving the way to successfully market their software applications.

Certifications

Certifications

Six Sigma Black Belt

Six Sigma Academy