Freelancer profile translated to English.
Back to original languageAbout Martin
More than 30 years of experience in operational management, focus on change management, restructuring, optimization, project management and start-up.
Successful establishment, management and optimization of companies and individual business units in various industries with full economic and strategic responsibility.
• Establishment, management and restructuring of customer service processes (call center, order processing, complaint and warranty processing, repair management, technical support, cross- and upselling)
• Establishment, management and restructuring of sales processes (field, KAM, back office, telesales, e-commerce, OTC), personal strength in the acquisition and support of key accounts
• Management and optimization of areas in fulfillment (customer service, warehouse, logistics, purchasing)
• Management of the integration of acquired companies
• Successful introduction of new products and services
• Increase in quality and efficiency through the application of matrix organization, 5 S, lean management, value stream analysis, continuous improvement
• Introduction and evaluation of KPIs, derivation and initiation of measures
• Introduction and further development of various ERP systems and application software
• Experience in dealing with works councils, shareholders, supervisory boards, executive boards, associations, clubs, cooperatives, offices and authorities
German
Native or bilingual
English
Conversational
French
Basic
Can work on-site
Deutschland (up to 50km)
Experience
- Scheuerle Fahrzeugfabrik GmbHInterim Head of Customer Service TransportMECHANICAL ENGINEERINGNovember 2023 - Today (2 years and 7 months)Pfedelbach, GermanyCompany: Automotive industry, a company of the TII Group, manufacturer of heavy-duty and special vehicles, operating worldwide, 500 employees, annual turnover approx. €150 million• Management of the teams Technical Support, Field Service, Training, Telematics, Refit and Spare Parts• Development and implementation of a future-proof service strategy• Worldwide establishment of service partners• Establishment of a worldwide 1st-level support and an emergency hotline• Change management• Processing of backlogs (inquiries, orders)• Management and participation in several cross-departmental projects• Development / implementation of KPIs, derivation / initiation of measures• Further development of Salesforce CRM• Reporting to the COO
- Energiekonzepte Deutschland GmbH,Interim Head of Project Support After-Sales-ServiceENERGY AND UTILITIESJune 2023 - October 2023 (4 months)Leipzig, GermanyCompany: Renewable energy industry, startup, manufacturer and provider of photovoltaic systems with integrated power storage, operating nationwide, 300 employees, annual turnover approx. €300 million• Establishment and management of the Project Support team• Development and implementation of a future-proof service strategy• Connection of interfaces to the new department• Change management• Processing of backlogs (inquiries, orders)• Management and participation in several cross-departmental projects• Development / implementation of KPIs, derivation / initiation of measures• Further development of Leads Middleware• Reporting to the COO
- FAWEMA GmbHInterim Head of After-Sales-ServiceMECHANICAL ENGINEERINGJune 2022 - May 2023 (11 months)Engelskirchen, NW, GermanyCompany: Packaging industry, part of The Packaging Group, special machine construction for packaging and filling machines, operating worldwide, 200 employees, annual turnover approx. €110 million• Management of the After-Sales-Service / Internal Sales department with commercial administration and design• Cooperation with sales, initiation of sales-promoting measures• Development and implementation of a future-proof service strategy• Reorganization of the department by function• Optimization of assembly and service deployments with internal and external technicians• Change management• Processing of backlogs (offers, orders, invoices)• Management and participation in several cross-departmental projects• Development / implementation of KPIs, derivation / initiation of measures• Further development of ProAlpha, expanded use of Teams• Reporting to the Group CEO
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