Daniel Coullet
VP Europe Asia Technical Support, PTC
I am in charge of the International Technical Support for PTC. PTC is a leading company for the PLM market with a revenue of about $950M.
Business:
I am in charge of the Technical Support strategy for the international business. In particular, I have been leading the offshore strategy through offshore and partnership with outsourcer to decrease the cost of service by more than 15%.
Management:
By working in countries like, Japan, Korea, Taiwan or Western Europe, I developed, a pretty strong experience, in hiring, training and career path management in an High Tech environment.
With about 200 people working in the organization, a turn-over of less than 15% and a strong leadership of the management team, we have today one of the most powerful, efficient organization at PTC.
Organization:
Expert in organization, process and culture, I enjoy developing people and help people to be succesful in teir career for the benefit of our customers
I achieve a customer satisfaction in Europe and Asia of more than 4/5 today.
77 contacts2004 - 2007My Objective:
Manage a P&L for a Service business
Competencies
People Management
o Hire, train, certify Technical Support engineers, supervisor, managers in order to achieve Customer Satisfaction objectives. Experience in China, Japan, Singapore, Korea, Taiwan, North Africa and European countries
o Ensure that Groups, Individuals have goals, capabilities and career path in line with Organizations goals, and lead the team through changes if necessary
o Develop people managers up to Director level in Europe and Asia
Finance: P&L and Revenue
o Manage of a budget of over $15Millions
o Responsible of a team of over 200 employees in Eurasia and support a maintenance revenue stream of more than $200Millions
Management, Strategy and Organization
o Define long/short term strategy, mission, action plan, goals for an organization in order to achieve organization goals and support Corporate Objectives
o Develop a network of Partners to support organization growth (SLA, …) and ensure long term achievement of Corporate goals & objectives
o Report progress made back to Executive management against objectives
Customer Satisfaction
o Develop, process, Metrics toward Quality objectives
o Lead Technical Support organization to achieve ISO Quality certification (ISO9000:2000)
o Ensure availability of web tools and knowledge based in native language to be in line with revenue goals and objectives
Infrastructure
o Ensure that the organization is using best in class tools, phone system, CRM to meet customer satisfaction and team efficiency
Achievements
PTC – Lead the International ISO9000 Technical Support certification
Get successful ISO9000 certification of 5 call centres in less than 18 months in Europe and Asia
PTC– Create strategy to outsource part of Technical Support in Asia and Morocco and develop new Premium services
- Segmentation of the customer based
- Create Off-shore call centers in China (direct) and Morocco (through partner)
- Develop new maintenance services to support maintenance revenue growth (over $2.5M revenue in Europe in FY06)
- Increase by 15% profitability of the organization in 24 months
PTC – Change the International Technical Support organization
- Adapt Technical Support organization to ensure better Delivery, Escalation management and better focus on quality control, project management