Bernd Strübig

Leitung Spartenservice Nursing global und Leitung Kundendienst Deutschland

Organisationsentwicklung und Digitalisierung im Kundendienst Aufbau eines Servicenetzwerks Aktivierung der Installed Base Wirtschaftlicher Turnaround

Customer Service

Führung des Customer Service Teams. Vorantreiben der Digitalisierung im Service. • Einführung eines Service Dashboards mit zentralen KPIs • Einführung von Automatisierungen im Service Prozess • Senkung der Durchlaufzeit für Tickets von 53,5 auf 4,8 Tage • Steigerung des Auftragseingangs in 2021 um 14,3% • Aufbau Digital Services: Beratung der Kunden auf der Grundlage von Maschinendaten (Zustandsüberwachung) • Schulung des Serviceteams in positiver Kundenansprache • Einführung von Service Partner Audits

Development of idea for establishing a new digital communication channel for Wilo towards its customers. Setting up the program scope and budget, appointing project managers, setting up a core team. High level planning of the projects, project documentation and controlling, selection and purchase of new software and involvement of external consultancy. - Introducing a new Product Information Management system - Introducing a new Content Management System - Introducing a product configurator

Introduction of Group standards and procedures in local subsidiaries in East Europe, Near and Middle East, Asia-Pacific and partially Africa. Strong interaction with local service managers. Extension of service partner network, incl. auditing of potential candidates. Development of Group standards and procedures. Development of Group Service strategy. Responsible for local service result development.

Support of local subsidiaries in Eastern Europe. Development and implementation of Sales and Marketing strategies. Organization of regional Marketing events. Mediation between Group headquarter and local entities. Coordination of large sales projects.

Analysis and visualization of Sales- Planning- and Financial figures. Development and implementation of an international Expansion strategy. Public presentation of the Company. Assignment USA - March 2000 - January 2002: Implementation of international expansion in North America. Business Development, foundation of paragon of North America, operative preparation and implementation of the acquisition of Miquest Corp. in Grand Rapids.

International Business Studies 2 semesters at Stockholms Universitetet, Sweden