Thomas Saalfrank

Definition, Dokumentation und Optimierung von Prozessabläufen inkl. der Digitalisierung spezieller interner Prozesse

Dokumentation und Definition von Prozessen zur Optimierung des Workflows innerhalb der Service, Ersatzteil und Training/Dokumentationen - Abteilungen des Unternehmens.

Customer Service Dispatch und Ersatzteilbestellung –planung o Weltweiter Customer Call-Center-Agent o Einsatzplanung für Kundendienstpersonal weltweit o Weltweite Bestellung und Lieferverfolgung von Ersatzteilen und Spezialwerkzeugen

Founded, managed and developed service and direct/indirect sales channels. Oversaw budget and supervised three employees. Managed onsite, online and hotline customer service and support. Defined and monitored European Service processes, including selection, collection and analysis of Key Performance Indicators for process improvements. Measured customer satisfaction. Provided support for existing customer base, including two key accounts with Service Point S.A. and Copy General.

Provided customer support for approximately 1,500 customers in more than 30 countries, including on-site analysis and optimization of customer operations and workflows. Developed, presented and integrated customized solutions for clients. Managed worldwide onsite integration of solutions into customer infrastructure.

Oversaw internal software product testing of company’s PlotWorks user interfaces well as scan and print modules. Created module and system test plans and processes. Optimized test procedures.

Oversaw print-finishing devices and customer care for partner companies and nine European company offices. Managed large format folding machines from different international manufactures. Served as central contact point to and from European company offices. Supervised information transfers between local and international third party partners. Managed and distributed technical documentation with partner companies and European company offices.

Angewandte Mathematik