Matthias Raquet

oneservice is an independent global service provider offering complete outsourcing & managed service solutions, consulting & learning for the Life Science, Diagnostics and Medical Device Industries. We are the first company to offer a complete learning solution on “achieving customer delight through service excellence” with an online academy, blended eLearning & consulting solutions. We help clients to find the right laboratory equipment, accessories, spare parts & consumables that fit their needs.

QIAGEN Service Solutions combines all service and support functions including our 2nd Brands Services - providing one face to our customers. Service Solutions offers a global support network with Specialists in more then 36 countries. Global Customer Management delivers strategic global customer management for QIAGEN`s Global Key Accounts involving our complete portfolio along our sample to insight solutions.

QIAGEN Service Solutions provides customers in all market segments with integrated services in the context of Sample & Assay Technologies: Technical Service - Inhouse Telephone Support 24/6 Customer Care - Order Handling within the procure to pay process Field Service - supporting all QIAGEN products e-Commerce - B2B and B2C, qiagen.com Business Management - Customer Expierince Management Support & Process - driving effectivness & efficency Global Training - external/internal product & sales training

Starting 2001 the challenge was to build a strong Service Team world wide to support all QIAGEN automated solutions. This was done in a short period of time and the operation became profitable within less then 24 month. Quadrupling the revenue in less then 5 years was one of the majors successes beside increasing customer satisfaction. Also the development of global processes, developing new products to serve customer needs has been driving this success.

1996 best Service Agreement growth Managed successful implementation of ISO 9000

Marketing Management and Product Development within Switzerland, Germany and Austria

Inside Sales Management - Finally oversaw company integration (Inside sales/Technical support) into centralized European organization within the merger of Amersham and Pharmacia Biotech

Developed processes and new service products for the whole service life cycle of large scale Chromatography systems

Responsible for Switzerland Field Service Local service sales targets successfully reached 12 years in a row, more then quadrupling revenues during this time. Implementation of new products in the after sales market 1993 best Service sales growth World wide 1994 2nd. best Service Agreement growth

Strategic management, communication, marketing and finance