"Sans mesure, il n'y a pas de progrès possible"
Guillaume Expert Service B2B High Tech
1150 € HT par jour
Disponibilité : Dispo : Maintenant
Disponible en part-time: Oui

Profil mis à jour le : 16/02/2020
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1150 € HT/j
Disponibilité : Dispo : Maintenant
Mobile en france: Non

Expert Service B2B High Tech

Sarlat-la-Canéda , Indre-et-Loire — 63ans

Note Globale    


63 ans


Expert Service B2B High Tech

Expériences professionnelles


Gerber Technology
Rungis, France

EMEA Region Service Director

Jan 2015 - Avr 2019

40M$-90 people

  • Service Operations & Technical support for Direct Markets & Partners, including Call Center & Admin
  • Budget, annual goals and action plans for all countries
  • Development of Service Sales activities & Incentive Schemes
  • Launch of Promotions for After-Market business (parts, consumables)

Johnson Controls

Region Service Program Director, Europe & RSA

Jan 2013 - Déc 2014

100M$-600 people

  • Annual Action Plan for the 8 countries, with monthly KPIs and reporting
  • Budget follow-up and corrective actions to address deviations
  • Maturity assessment of the organizations, operations optimization
  • Design and deployment of a « Service Sales Manager PlayBook »
  • Roll-out of a fully comprehensive “Service Dashboard” in the Region
  • Leader of the « From Call to Invoice » improvement project
  • Design, pilot a web based European tool for « sales offer productization »

Johnson Controls

General Manager - Systems & Products

Jan 2012 - Jan 2013

30M$-115 people

  • Restructuration of the French entity: build one « S&P/Controls » BU
  • Deployment of a new sales channel with Integrators
  • Management of direct Sales team (grow business with KA's)
  • Development of the SLA and Prime Service Sales team and offerings

Johnson Controls

Customer Service Manager, HVAC & Controls, Europe

Avr 2010 - Jan 2012

Operations Director - Service & Solutions, France - 400M$-1250 people

  • Set-up a field « HVAC Expert Technicians » group
  • Interface with manufacturing and products engineering teams
  • Management of the litigations and technical escalations
  • Start-up, commissioning and warranty : improve processes, reduce costs
  • Deployed a European Customer Service reporting package
  • Reporting and analysis of the Europe Sales representatives performance
  • Management of the « Continuous Improvement » team
  • Reporting and analysis of the installation activities (overun, slippage)

Johnson Controls

Stocks & Logistics Senior Manager - Service & Solutions

Jan 2010 - Avr 2010

  • Audit of the stocks and the logistics organizations
  • Action plan and recommendations for improvement
  • Assessment and qualification of all suppliers


Service Director (Operations & Sales), Europe

Jan 2001 - Jan 2010

220M$-1200 people

  • « Operational Excellence Toolbox » design and deployment (Market Transparency, Service Sales, CSS, Scheduling & Dispatching …)
  • Marketing Plan for the SLA portfolio
  • Added-Value offerings development
  • Design and negotiation of the Corporate European SLA packages
  • Led the Project Team to design and develop a European PC-based electronical field technicians worksheet/report
  • European Project Leader for an automatic « calibration certificates » tool
  • Member of the WW « Service Managers Development Program » Team
  • Design, test and roll-out of a SAP CRM/Service template (Expat 9 months in Zurich, member of the SAP international development team)


Customer Service Manager

Jan 1999 - Jan 2001

12M$-60 people

  • Set-up a technical structure in Europe to address the Y2K challenge :
    • Deploy a multi-language Call Center
    • Develop a 1st and 2nd level Technical Support team for EuropeIT Storage
    • Select and manage the service partners in Europe
  • Manage the French Service team
  • Develop after-sales business with Distributors, Resellers and PVAR's


General Manager

Jan 1995 - Jan 1999

10M$-30 people

  • Set up the French subsidiary of LEO Ltd (merger of the « Electron Optics » Business Units of Leica and Carl Zeiss)
  • Created and Implemented a 3-year Business Plan
  • Led Sales & Service teams (France) and distributors (Spain, Switzerland, Belgium, Morocco)
  • Developed relationship with KA’s
  • Team leader for an Application Specific Tool


Scientific Division Manager

Jan 1990 - Jan 1995

6M$-25 people

  • Business Unit P&L owner: Sales, Service and Applications
  • Countries : France, Spain, Belgium, Switzerland, Morocco
  • Designed and managed a local Applications & Support center

Cambridge Instruments

Sales Manager

Jan 1983 - Jan 1990

Product Manager

Sales Representative



1983     Universite de Lyon I - MST GBM - Maitrise de Sciences et Techniques



Anglais : Bilingue ou langue maternelle