- Market characterization, TAM,SAM, SOM.
- Support Service Level Agreement, Spare Parts, Training.
- Options & Upgrades.
- Consulting, Project management…
- Optimization of the usage of the equipment
- Feedback Data to Customers
Spare Parts supply chain.
- Inventory and consumption.
- Order processing.
- Warehousing, delivery cycle.
- Pricing , packaging, recycling.
- Spare parts lists, metrics.
- Going digital.
- Finance optimization.
- Corrective, preventive actions.
- From opening to closing the “case”, timing , escalation process.
- Call center management. (Structure & metrics)
- Entitlement, reporting, metrics.
- Embedded firmware, capability, self diagnostics.
- Technical and Application support.
- Connectivity, remote fix/assist.
- Closing, reporting and metrics.
Installation & Warranty.
- Define provisions.
- Site preparation, shipment, installation, handover.
- Infantile failure, feedback to R&D.
- Technical training (internal, Partners & End Users).
- Application training.
- Seminar, Academy.
- Documentation, refresher.
Finance. for Service.
- Revenue analysis.
- Productivity, Direct & Indirect costs.
- P&L analysis and recommendations.
- Reporting, metrics.
- Customer Satisfaction Process.
- Surveys, NPS (Net Promotor Score), results analysis.
- Identify opportunities, action plan.
- Close the loop externaly and internaly.
- Managing Customer Relation
- Building and leading global cross functional teams
- Global Networking in Medical Device business (Distributor/Agent/Partner)