Christopher (James) W.
Customer Service LLC Executor
Experience
Jan 2025 - Present
1 yearCustomer Service LLC Executor
Chesapeake GmbH
- Handle probate matters, distribute business interests, and oversee the transition or dissolution of the company depending on the operating agreement
- Review the operating agreement to determine transfer, buyout, or dissolution of interests
- Obtain a fair market valuation of ownership shares to distribute assets or facilitate buyouts
- Ensure employees, vendors, and clients are informed and the business continues to run smoothly during the estate process
- Safeguard company property, intellectual property, and financial accounts until they can be legally transferred or distributed
- Organize potential general service requests and warranty claims and manage their settlement and necessary reserves
Jan 2021 - Dec 2025
5 yearsKarlsruhe, Germany
Global Customer Service & Support Manager
Thermo Fisher Scientific
- Responsible for global technical customer service and support, including technical support, depot repair, field service, service training center, contact center, TPMs, spare parts, and logistics
- Manage budget, P&L, CAPEX, and OPEX for the subregion and implement cost-reduction and efficiency-enhancement initiatives
- Represent company interests to customers and develop strong business relationships with key clients
- Oversee B2B and B2BC service and support management across various industries (pharma, food, battery, mining, sundry)
- Resolve technical issues and manage continuous improvement management (CIM, TPM) initiatives
- Support sales by providing technical solutions for operation and commissioning of rheometers and extruders to increase service revenue
- Establish service training center operations and develop a new training program with skill-matrixed qualification
- Modularize products for Industry 4.0 digitalization
- Outsource and reorganize contact center operations (Tier 1 and Tier 2) to improve customer satisfaction and effort
- Create global KPI, SLA, and OLA standards for technical support, field service, depot repair, service training center, and contact center
- Manage performance governance of global subregions through regular operational performance meetings
Jan 2019 - Dec 2021
3 yearsKarlsruhe, Germany
Customer Service Manager KMT
Thermo Fisher Scientific
- Supervised and established support and service structures for TPMs
- Oversaw and improved business development
- Defined and established all reporting requirements (SLAs and KPIs)
- Led contract negotiations
- Managed interfaces and collaborated with local stakeholders to implement best practices while installing refurbished machines
Jan 2007 - Dec 2019
13 yearsTampa, United States
General Manager Digitization Solutions
Chesapeake LLC
- Provided executive business consulting in sales, service, and support for technical customer service organizations under NDA agreements
- Collaborated with COOs, VPs, directors, and external stakeholders to enhance business success
- Participated in global customer service transformation projects and developed optimal solutions for international clients
- Managed sales, contact centers, tech support, warehousing, order management, field service, personnel, KPIs, and applications
- Led digitization initiatives to create seamless workflows with automated processes and strategic milestones
- Created success KPIs for customer satisfaction and effort
- Prepared service organizations to operate as business units
- Developed sales and marketing strategies and service contracting models
- Defined KPIs, SLAs, and OLAs and maintained oversight of customer and machine lifecycle
- Implemented service ticketing and CRM solutions and focused on responsive spare parts management
- Designed training systems and methodologies, social media, SEM, and local press strategies
- Evaluated employee performance and fostered motivation and team spirit
Jan 2005 - Dec 2007
3 yearsLandau an der Isar, Germany
Director Customer Service International
Einhell AG Group
- Supervised 35+ service directors, 110+ direct reports, and 200+ indirect reports across global service and support management
- Led business development, new market penetration, CRM, and contract negotiations
- Established and managed EMEA contact center services (Tier 1-3) for sales, support, technical support, and onsite support
- Introduced Genesys workflow management solution for call center services
- Developed a technology innovation roadmap including ACD, IVR, contact routing, automation, click-to-call/chat, and mobile application functionality
- Defined international service financial objectives, reporting requirements, expenditures, and sales targets
- Analyzed KPI variances and initiated corrective actions
- Created budgets and oversaw RFP process, vendor selection, and vendor management
Jan 2001 - Dec 2005
5 yearsHoofddorp, Netherlands
Senior Manager Customer Service & Support EMEA
Kyocera Mita Europe B.V.
- Directed EMEA sales, service delivery, and support functions with 30+ direct reports and 300+ indirect reports
- Drove strategic planning, revenue maximization, upselling, reporting, call center operations, system upgrades, and customer satisfaction
- Implemented and led international call center services for EMEA and Cuba, handling over 2 million calls annually across Tier 1-3 services from multiple European locations
- Introduced SAP CRM for call center, technical support, RMA handling, and service logistics
- Defined and established EMEA reporting requirements (KPIs) for quarterly international service management meetings
- Streamlined service department processes to maximize efficiency and effectiveness
- Collaborated with business partners to identify strategic opportunities for performance and customer experience improvement
Jan 1996 - Dec 2001
6 yearsEschborn, Germany
Manager Customer Service & Support
Ricoh GmbH
- Led a customer service and support team of 20+ and trained over 300 dealers
- Introduced a bonus system and managed a partner program
- Built a national helpdesk and coached and developed team members
- Ensured operational and reporting analyses, revenue production, customer and team satisfaction, cost efficiencies, and KPIs were in place
- Participated in corporate strategic planning, sales and service strategy development, forecasting, resource planning, and budgeting
Summary
Accomplished, forward-thinking, strategic and business-minded leader with 25-year portfolio of success driving sales, operations, budgeting, purchasing, marketing, customer service, and team leadership across the Customer Service, Call Center, Tech Support and Field Service industries in Europe. Finely honed leadership, decision-making, relationship-building, negotiation, communication, interpersonal, analytical, technical, and problem-solving skills.
- Instrumental in maximizing revenue, optimizing profitability, reducing costs, introducing new systems, improving processes, and delivering superior customer service.
- Built-up Hotline and Contact Center Operations, for more than 2 million contacts anually, hired staff, defined equipment.
- Contracted multiple EMEA Call & Contact Center Vendors for EMEA Operations, defined SLAs for multiple LOBs, hired staff, defined KPIs, budgeted expenses, defined sales, and managed and controlled operations.
- EMEA Train-The-Trainer-Program, defined and established program for multiple levels of contact service and support.
- Proven ability to communicate, collaborate, and negotiate effectively with professionals at all levels of an organization.
- Well-versed in technology, marketing, CRM strategies, business development, and performance management.
- Dedicated to identifying and leveraging opportunities to drive improvements across all areas of operations.
- Skilled in recruiting, supervising, training, and motivating high-performance teams of up to 300+.
- Early career success in results-oriented corporate sales & service leadership roles.
Languages
German
NativeEnglish
NativeEducation
Ludwig Erhard Labour School
Apprenticeship Program · Industrial Business Administration & Sales · Karlsruhe, Germany
University of Karlsruhe
Diploma · Business Administration & Computer Science · Karlsruhe, Germany
Certifications & licenses
ITIL Foundation Certification
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