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Summary

proficient technical service & support Engineer with 19 years solid european experience in supporting internal and external customers in the medical, Clinical Diagnostics & Research world in emea and ww avionics customers, with a lot of travel experience.

 

highly customer focused and therefore seeking the right opportunity to have a challenging direct customer facing job, based on field work.

 

very flexible, hands-on Engineer with no nine-to-five mentality; technology and customer support are deeply embedded in my DNA.

Experiences

Current Experience

  • Technical Service Specialist

    Groot-Bijgaarden, Dilbeek, Belgium
    Since September 2010
    • install, repair and maintain medical instrumentation in the benelux and occassionally in the nord of france;
    • train customers/users on the operation of the instruments and related Software(s)

     

    most of my customers are located in belgium & luxemburg and are Clinical & private labs.

    it is a field service function.

    • Install, repair and maintain medical instrumentation in the BeNeLux and occassionally in the Nord of France;
    • Train customers/users on the operation of the instruments and related software(s)

     

    Most of my customers are located in Belgium & Luxemburg and are clinical & private labs.

    It is a field service function.

Past Experience

  • Product Development engineer Ghislenghien, Ath, Belgium

    October 2008 --- August 2010

    i was the assistant of the Managing Director. it was my responsibility to ensure that all processes are working fine.

    except Sales & Marketing, i was responsible for:

    • product Research & development;
    • production Planning;
    • assembling & repair of instruments;
    • qc (incoming inspection);
    • Procurement;
    • first line it-support.

  • WW Customer Support Manager Kortrijk, Belgium

    December 2007 --- October 2008

    i was responsible for the Operations and p&l of the ww repair center. i was managing a team of 7 repair engineers and 2 administrators:

     

    i worked closely with Engineering and Manufacturing to achieve the highest Customer Satisfaction.

    i was reporting to the General Manager avionics.

  • Technical Service Manager Benelux / Strategic Products Support Manager EMEA Erembodegem, Aalst, Belgium

    October 2006 --- November 2007

    50% of my time, i was responsible for the Operations and p&l of the technical service in the benelux. i was managing a team of 9 field service engineers and 2 service coordinators. revenues of the department exceeded 2.4 m€ in fy07. (= 24% growth versus ly)

    i worked closely with local Sales & Marketing and the european service & support to achieve the highest Customer Satisfaction, the financial goals, team-spirit and Employee satisfaction.

     

    the other 50 % of my time i have spent in the development of service plans for newly introduced products in bd’s emea flowcytometry and Microbiology division.

    from a technical perspective, i prepared the launch of new instruments:

    • develop & implement service plans, incl. service Strategy and service contract proposals
    • spare parts management
    • escalation process
    • call handling

    in this emea position, 1 hardware specialist was reporting to me.

    this job involved frequent traveling and there is a daily Communication with our us colleagues: Engineering, Manufacturing, qa, ww support & Marketing.

     

    for both positions, i was reporting to the european Director of customer services.

  • Platform Manager BDDS Customer Support Europe Erembodegem, Aalst, Belgium

    October 1999 --- September 2006

    in bd’s Microbiology division, reporting to the european Director of customer services, i was responsible for the
    emea Technical Support.
    from a technical perspective, i prepare the launch of new instruments:
    support Clinical & Marketing trials
    develop & implement service plans, incl. service Strategy and service contract proposals
    develop & implement Training plans
    spare parts management
    review of eco’s (Engineering change orders)
    occasionally conduct technical Training courses to european field service engineers
    occasionally assist the local service engineers in the field by delivering “high level” Technical Support
    three engineers were reporting to me: 1 hardware specialist and 2 Software specialists.
    this job involves frequent traveling and daily Communication with the us colleagues: Engineering, Manufacturing,
    qa, ww support & Marketing.

  • Marketing Support Manager for Customer products Erembodegem, Aalst, Belgium

    October 1998 --- September 1999

    in bd’s flowcytometry division in emea and reporting to the european Director of customer services, i was
    responsible for the Marketing support on new, in europe developed products, mainly flowcytometry accessories.
    based on the request from the various countries, the product specifications were defined and analyzed on their
    feasibility.
    it was my job to manage the projects, which were outsourced to various external european Engineering companies.
    this job involved close Teamwork wit our Marketing people. during this period i was traveling extensively.

  • BDIS technical support manager for Europe, Middle-East & Africa Erembodegem, Aalst, Belgium

    April 1993 --- September 1998

    in bd’s flowcytometry division, and reporting to the european Director of customer services, i was responsible for
    the emea Technical Support.
    from a technical perspective, i prepared the launch of new instruments:
    develop & implement service plans, incl. service contract proposals
    develop & implement Training plans
    conduct technical Training courses to european field service engineers
    chairing technical task force team meetings
    assist the local service engineers in the field by delivering “high level” Technical Support
    install, repair and maintain the instrumentation in the regions where bd was not directly represented.
    spare parts management
    review of eco’s (Engineering change orders)
    this job involved frequent traveling and daily Communication with the us colleagues: Engineering, Manufacturing,
    qa, ww support & Marketing.

  • Field Service Engineer for Microbiology and Flowcytometry instrumentation Erembodegem, Aalst, Belgium

    May 1988 --- March 1993

    install, repair and maintain the instrumentation in the benelux
    Selling service contracts
    train customers/users on the operation of the instruments and related Software(s)

Personality

Self Assessment :
Analytical thinkingProblem solvingService orientedResiliencyTrustFlexibilityEfficiencyCollaborationAttention to detailAssertivenessApproachabilityProactivity

Knowledge

Self Assessment :
ElectronicsFlow CytometryFlow CytometryMechanicsMicrosoft OfficeIn Vitro Medical devicesTroubleshootingAllergy and immunologyImmunologyIt skills

Skills and Expertise

Self Assessment :
Solve problemsProvide trainingOrganise meetings Technology researchAnalyze dataCoachCollaborate with project teamMaintenance of biomedical equipmentManage contractors Train on site staffTrain off site staff

Education

  • Master in Industrial Business Administration in Industrial Management from University of Gent in 2001
  • Industrial engineer electronics in Electronics from K.I.H. De Nayer - Mechelen in 1986

Training and Certification

  • Transactional Six Sigma: Green Belt + Black Belt in 2006 Training
  • Languages

    BrightOwl Assessment:
    Self Assessment:
    Dutch
    Native
    English
    Professional Proficiency
    French
    Professional Proficiency

Work Preferences

  • Notice Period:
    6 weeks
  • Work From Home:
    Yes, 0 to 2 days per week
  • Work Regime:
    Permanent position
  • International:
    Yes

Area / Region

Wetteren, België

Others

Driving License
  • Yes

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