Armin B. - Head of Service & Technical Support

Go to Website

Baden-Baden, Germany

Experience

Sep 2023 - Present

2 years

Konstanz, Germany

Head of Service & Technical Support

RCT Power GmbH

Global service commissioning and maintenance for energy storage / emergency power supply of PV systems
Sales, operational and strategic alignment
Disciplinary and technical staff and budget responsibility
Responsible for ensuring process quality in commissioning, maintenance, repair, and spare parts handling
Establishment and optimization of the service organization
Project management
Acquisition of services, products and training
Contract drafting and agreements for external service providers and suppliers
Organization of product training for customers and external service providers
Identification and analysis of customer requirements and market information - 'After Sales Strategies'
Compliance with and design of SLA agreements

Apr 2023 - Sep 2023

6 months

Lindau, Germany

Head of International Service

ENGIE Refrigeration GmbH

Global service commissioning and maintenance for refrigeration technology / chillers
Sales, operational and strategic alignment
Disciplinary and technical staff and budget responsibility
Responsible for ensuring process quality in commissioning, maintenance, repair, and spare parts handling
Establishment and optimization of the service organization
Quotation preparation
Technical documentation
Project management
Acquisition of services, products and training
Contract drafting and agreements for external service providers and suppliers
Organization of product training for customers and external service providers
Identification and analysis of customer requirements and market information - 'After Sales Strategies'
Compliance with and design of SLA agreements

Oct 2019 - Mar 2023

3 years 6 months

Durmersheim, Germany

Head of After Sales Service for DACH region

GOHL-KTK GmbH

Service commissioning and maintenance for cooling tower systems
Sales, operational and strategic alignment
Responsible for ensuring process quality in commissioning, maintenance, repair, and spare parts handling
Disciplinary and technical staff and budget responsibility
Establishment and optimization of the service organization
Quotation preparation
Technical documentation
Project management
Acquisition of services, products and training
Contract drafting and agreements for external service providers and suppliers
Identification and analysis of customer requirements and market information - 'After Sales Strategies'
Compliance with and design of SLA agreements
KPI implementation with suitable reporting

Nov 2012 - Sep 2019

6 years 11 months

Mannheim, Germany

Head of After Sales Service in Substation Automation

ABB AG

Sales, operational and strategic alignment
Responsible for ensuring process quality in maintenance, repair, and spare parts handling
Disciplinary and technical staff and budget responsibility
Establishment and optimization of the service organization
Quotation preparation
Technical documentation
Project management
Acquisition of services, products and training
Contract drafting and agreements for external service providers and suppliers
Identification and analysis of customer requirements and market information - 'After Sales Strategies'
Compliance with and design of SLA agreements
Participation in domestic and international trade fairs and exhibitions
Special tasks: plant contracts in procurement, HR staffing concept, export control for specific areas and as ABB AG’s representative in Germany.

Oct 2009 - Oct 2012

3 years 1 month

Konstanz, Germany

Head of Service and Project Management in Measurement Technology for the Photovoltaic Industry

GP Solar GmbH

Sales, operational and strategic alignment of a globally operating service team
Responsible for ensuring process quality in maintenance, repair, spare parts handling, and calibration
Disciplinary and technical staff and budget responsibility
Establishment and optimization of the global service organization
Technical documentation
Project management
Acquisition of services and service training
Contract drafting and agreements for external service providers and suppliers
Participation in domestic and international trade fairs and exhibitions
Export control

Jun 2009 - Sep 2009

4 months

Karben, Germany

Interim Manager for Service / Customer Service / After Sales

KomSiNet GmbH&Co. KG

Implementation of suitable QM reporting, ticket system, complaint management, CRM tool
Improvement of the service structure, process design, and reporting
Sales after-sales, operational and strategic alignment
Creation of a customer satisfaction analysis
Definition of performance targets for employees
Recruitment of skilled staff according to requirements
Contract drafting and agreements for external service providers and suppliers

Feb 2007 - May 2009

2 years 4 months

Sulz, Austria

Head of Customer Service, Measurement Technology for the High Voltage Sector

Baur Prüf- und Messtechnik GmbH

Sales, operational and strategic alignment of a globally operating customer service
Responsible for ensuring process quality in maintenance, repair, spare parts handling, and calibration
Disciplinary and technical staff and budget responsibility
Implementation of 1st / 2nd / 3rd level support and a ticket system for fault history
Acquisition of services and service training
Contract agreements with suppliers and global sales representatives
Coordination of suppliers
Participation in domestic and international trade fairs and exhibitions

Feb 2006 - Jan 2007

1 year

Frankfurt, Germany

Secondment for professional reorientation

Siemens AG

Oct 2004 - Jan 2006

1 year 4 months

Frankfurt am Main, Germany

Head of Service Function at Frankfurt location in the banking environment

Siemens Telekommunikations Service GmbH&Co.OHG

Responsible for the commissioning department in system and product business
Disciplinary and technical staff and budget responsibility
Key involvement in socially responsible restructuring
Acquisition of services
Temporary staffing for installation and maintenance
Escalation and complaint management
Management of key accounts
Preparation of quotations and monthly forecast for revenue and order intake
Joint implementation of agreed business goals and quality improvements with partners from sales, development and production

Oct 2003 - Sep 2004

1 year

Frankfurt am Main, Germany

Head of Order Management and Processes for the entire Central region

Siemens Telekommunikations Service GmbH&Co.OHG

Locations Saarbrücken, Koblenz, Mainz, Kassel, Wetzlar, Frankfurt/M. and Darmstadt
Responsible for the entire order processing in system and product business
Disciplinary and technical staff and budget responsibility
Economical and on-time scheduling
Implementation and optimization of processes
Excellent market-oriented process adaptation
Result improvement through reduced turnaround times for all orders
Provision of service manuals and documentation
Procurement of services including contract agreements
Creation of internal service guidelines or communications
Analysis of customer satisfaction and defining measures

Oct 2001 - Sep 2003

2 years

Frankfurt am Main, Germany

Installation Manager for the Frankfurt/M. and Darmstadt locations

Siemens Telekommunikations Service GmbH&Co.OHG

Responsible for the commissioning department in system and product business
Disciplinary and technical staff and budget responsibility
Successful establishment of an installation team for carrier sales
Commissioning and training at the customer site
Successful market-oriented qualification of assigned employees
Socially responsible restructuring
Negotiations and development talks with customers, representatives and distributors

Apr 2000 - Sep 2001

1 year 6 months

Wetzlar, Germany

Head of Service for the Wetzlar and Fulda locations

Siemens AG

Responsible for all service and maintenance in system and product business
Disciplinary and technical staff and budget responsibility
Successful business results and implementation in the pilot phase with only one responsible leader for system and product business
Representation of the head of sales
Collection of market data and analysis of competitor activities
Preparation of quotations

Jan 2000 - Mar 2000

3 months

Frankfurt, Germany

Project Manager in System Business for top banking customers

Siemens AG

Short-term relocation to Frankfurt am Main
Responsible as project manager in system business for top banking customers
Support in creating an international service framework agreement with a centralized remote handling, involving all Siemens AG country subsidiaries
Gained experience in international business applied successfully in the project

Sep 1997 - Jan 2000

2 years 5 months

Chemnitz, Germany

Head of Service for the Saxony region with locations in Chemnitz and Dresden

Siemens AG

Responsible for service and maintenance in system business
Disciplinary and technical staff and budget responsibility
Socially responsible restructuring
Sustainable customer retention
Successful implementation of service acquisition
Contract agreements with subcontractors
Asset management
Management of key accounts
Acquisition of services

Feb 1991 - Aug 1997

6 years 7 months

Frankfurt, Germany

Project Manager and Product Specialist for the Trading / Executive System (broker system in the banking dealer area)

Siemens AG

Global assignments (Asia, South America, North America, Middle East, South Africa, Europe)
Establishment of a service structure and spare parts supply
Building an intercultural network
Creation of service documentation
User and service training
Technical support
Crisis management
Sustainable customer retention during market launch
Excellent crisis management making the best use of global resources

Jan 1982 - Dec 1991

10 years

Frankfurt, Germany

System Specialist and Service Technician in maintenance and troubleshooting processes of telecommunication systems

Siemens AG

Jan 1981 - Dec 1982

2 years

Frankfurt, Germany

Electrician in workshop operations

Siemens AG

Summary

Several years in a leadership role with technical and disciplinary responsibility (up to 50 employees, direct reporting and €40M p.a.)
Experience in financial and investment planning, rationalization and efficiency improvement, cost-effectiveness analysis
Broad knowledge in customer service and after-sales, e.g. service processes and sourcing of services
Experience with ERP systems (BAAN, SAP)
Project management
Export control
Planning and organizational skills
Results-oriented work style
Versatile and adaptable
Quality management
Entrepreneurial thinking
Global service experience through customer service, international assignments (e.g. 8 months in the USA) and building an international customer service and support structure in Asia.
Contract drafting and purchasing with suppliers and service providers
Procurement / factory contracts