Example 1
challenge: transition the 2nd level support team from the US to Europe, aiming to eliminate the time difference when supporting the prioritized European market. Add support for the local Chinese dealer.
My role: Global Service Manager
Result: in 9 months, we set up and communicated the required processes, trained the European 2nd level support team, implemented weekly meetings with both the US team and the Chinese distributor.
Where/when? Hycor Biomedical, 2022
Example 2
challenge: set up the 2nd level support team for the N-&E-Europe Business Unit to de-centralize the Global Support Team and be closer to the customers
My role: Business Unit Service manager
Result: in 6 months, we identified and trained the BU 2nd level support team and regionally supported affiliates and distributors.
Where/when? Stago, 2022