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Director of Service and Operations

Director of Service and Operations

Work Experience

2011 – present Director of Service and Operations EMEA (Toshiba, The Netherlands)
Reporting to the EVP international Sales

• ViTAL is a US based organization that implements advanced visualization Software within hospital IT environments. Toshiba acquired Vital in June 2011. As Director of Service and Operations EMEA I am responsible for various departments which oversee and maintain high quality services to our customers. Integrating of the ViTAL division within Toshiba Medical Systems is currently one of my key items.

Accomplished results:
o Researched, developed and implemented new strategies to achieve company goals and objectives;
o Developed new operational procedures to increase the efficiency;
o Managed and supervised on a daily basis ViTAL operations which includes Services, Professional Services, Account Management and Project Management;
o Developed operational functions that are essential for increasing productivity such as product promotion and placement;
o Responsible for recruiting & developing talent for Service and Operations;
o Deployed resources to achieve financial forecast and business objectives;
o Structured and trained cross functional departments and divisions, Integrating and aligning ViTAL procedures and work methods with Toshiba.
2010 – 2011 Sr. Service Manager Europe (Vital images, The Netherlands)
Reporting to the VP of Global Services and Operations.

• As a Sr. Service Manager I was responsible for building the Service organization for ViTAL images in Europe. The Den Haag office was heavily understaffed and I was assigned to hire personnel, build the organization and re-establish contact with our neglected customers in Europe and improve the customer satisfaction. Established procedures and various Service and Operations departments.
Accomplished results:
o Improved communication between the Europe office and the US office;
o Established European Project Management and Service Account Management;
o Re-established contact with existing customers and channel partners;
o Created improvement plan and executed that plan;
o Improved customers satisfaction;
o Implemented procedures.

2007 – 2010 Service Division Manager Benelux (Olympus Medical systems, The Netherlands)
Reporting to the CEO-NL and service director Europe.
• As a Service Division Manager I was responsible for the largest division of Olympus Medical systems, divided over two service departments, a quality department and a sales department with a total turnover of 5700K. I was assigned with the task to structure management information in order to create solid financial data and implement lean manufacturing methods (TAS, 5S, PDCA).
Accomplished results:
o Improved communication between the sales departments and the service department. (established a machinery of internal consultations);
o Designed, organized and implemented a €500K project to rebuild the physical service department;
o Created and executed on the 92 points improvement project list (36 months duration)
o Increased customer satisfaction (survey based);
o Established management information (financial and operational);
o Implementation of lean manufacturing methods;
o Improved KPI’s from 28% to 73% within the set target.

2004 – August 2007 Technical director (GraCon Energy Sollutions, the Netherlands)
Reporting to the CEO.

• In this role I was responsible for implementing and integrating the newly acquired company Atsa within Gracon Batterijen BV / GraCon Energy Solutions. (financial and operational)
In this role I was responsible for the Service department, ICT department and later the Stationary Department. I supervised a staff of 24 FTE and was responsible for the financial, strategic operations and P&L for those departments.

Accomplished results:

o Restructured the acquired service department changed it from an unprofitable service department to a profitable service department. (€ + 1000k)
o Implemented a new ICT structure and EMR/CRM system.
o Prepared and acquired ISO certification and accreditation.
o Established the Stationary battery department.

2000 – 2004 Service manager (GraCon Batterijen BV)

• As Service Manager I was responsible for the service department operationally and partially financially. I supervised 7 service technicians, a service planner and an administrative assistant. Recruiting new talent for the department was also one of my tasks.
Additionally, I was responsible for the quotations for various projects and maintenance contracts for new and existing customers.
In this position I was requested to participate in the technical committee of the BMWT.


1995 – 2000 Service planner (GraCon Batterijen BV)
• As a service planner I was responsible for the planning and monitoring of the service contracts and the one-off service requests,
Shipping the required parts for the planned service requests, Planning the service mechanics,
Guarding the quality and progress of service work performed, Processing the service orders in an CRM program.
Providing first-line phone support to customers.

Education

2011- 2013, MBA
2010 - 2011, Post Bachelor Business Administration
2009 - 2010, Several industry related seminars & courses.
2008 - 2009, HBO, Business Administration, in Amsterdam
1988 - 1992, Hotel school Amsterdam, in Amsterdam
1984 – 1988, Spaarne scholengemeenschap

Skills

• Rational mind set;
• Ability to listen to internal and external clients;
• Successful proven people manager;
• Accuracy and Attention to details;
• Passion for constant improvement;
• Ability to maintain the highest standards of client service;
• Excellent management skills;
• Proven skills in organizational change management;
• Analytical, results-oriented problem solving skills;
• In depth knowledge of ICT;


Languages

Dutch: spoken/written fluent (native language)
English: spoken good, written good
German: spoken/written reasonable


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