DEAN LILLIS
Glen Waverley
Summary
A dynamic, results oriented, customer focussed Service Manager, having extensive international experience, in the Asia Pacific Region, Europe and the US, with more than 25 years of P and L management within Service Organisations. Expertise entails Leadership of Global Service, Asia Pacific, Middle East, European and ANZ Service teams in the Irrigation, Medical, Life Sciences, and Electrical industries. Key activities include New Business Development, Service Sales and Marketing and the Management of both small and large Technical Service, Customer Service and Logistics teams, along with international assignments in Germany, France, Spain, and Singapore. Managerial accomplishments include double digit service sales growth, year on year, through the implementation of new business opportunities and the development of new service sales and marketing programs. Other major achievements include restructuring of service organisations to improve efficiencies and reduce costs, transportation and procurement savings of 2.7M Euro, inventory reduction of 5.1M Euro, the establishment of a Parts Distribution Centre in Hong Kong, as well as leading a team of 180 service personnel with sales budgets up to $19M USD. The experience gained from these roles has been one of providing service excellence to customers and managing change, whilst continuing to meet aggressive goals and deadlines consistently throughout varied geographic and culturally diverse locations.
Overview
37
37
years of professional experience
Work History
Global Sales & Service Manager
RAIN BIRD CORPORATION
Tucson
01.2022 - Current
- As a member of the Rain Bird Global Service Leadership team, I have responsibility for Global Service Business growth, Service Operations, Marketing, new Business Development and the implementation of Global Strategic Plans, with P and L responsibility of a $20M USD Service Business
- Having responsibility for 5 National Service Managers and a Marketing Manager in the US, Europe and Australia, including their extended Teams (40 staff in total), I am responsible for the delivery of double-digit growth Globally
- Significant collaboration with both SBU's and external Customers, has been critical to the successful growth of the service business
- Achievements: Global Service business growth of 20% and 26% in PBT, P&L management of all Service entities, Customer Satisfaction NPS ratings > 75, Global Foreign Operations Financial Review with Senior Staff, Roll out of new services, in consult with Business Unit partners, around the Globe, Introduction of a proactive service strategy in the US, South America, Asia Pacific and Europe, Implementation of common systems globally, Development of online service software portals for staff and Customers
Senior Product Manager
RAIN BIRD CORPORATION
Tucson
01.2020 - 01.2022
- As a member of the Rain Bird Global Service Leadership team, I have responsibility for Global Sales and Marketing of Services, new Business Development, implementation of Global Strategic Plans, review of Regional Strategic Plans and full P and L responsibility of a $18M USD Service Business
- Key responsibilities include working with Regional Service Managers in the US, Europe, and Asia to assist them grow their businesses, web site design and the introduction of new services
- Working closely with Strategic Business Unit / Sales staff as well as direct interaction with Distribution and Customers, has been critical to the growth of the service business
- Achievements: Global Service business growth, Development of the inaugural Global Services Strategic Plan, Leadership of Global Service Management meetings, Management and delivery of the Global Foreign Operations Financial Review to Senior Staff, Standardisation of Service offerings, marketing collateral, web pages and branding for Rain Bird, Monthly Business reviews with Regional Service Management, including business advice, establishment of gap closure plans, such as the resolution of the deferral process for European Service Contracts, Sales and Marketing of new services and promotional activities in all Regions, including remote monitoring, Connect, multilingual chat and Timify enhancing automation, Introduction of a proactive service strategy in the US and Europe
National Service Manager
RAIN BIRD AUSTRALIA PTY LTD
01.2012 - 01.2020
- Being a member of the Global Rain Bird Service Management team and the Rain Bird Australia Management team, I have direct responsibility for new Service Business Development, developing and implementing Strategic Plans, Service Sales and Profit, as well as both internal and external Customer Satisfaction
- Key responsibilities include Managing the ANZ/Asia Pacific/Middle East Technical Support Centre, Remote Support and Field Service, utilising both internal staff and Authorised Service Providers, as well as growing the business year on year
- A close liaison with the Sales team, as well as regular face to face contact with Customers has been critical to the success of the growth in service revenue
- Achievements: Growth in ANZ service sales from $400K to $2.8M AUD from 2012 - 2021 (5-year CAGR 16.8%), Growth in Profit from -$380K to $1,230K AUD from 2012 - 2021 (5-year CAGR 27.2%), Development and Global implementation a new Digital Alert - Connect Service in 2019, Development and Global deployment of a new Cloud based automated Central Control database back up tool in 2017, Substantial Service growth in the Middle East, South East Asia, Korea, Hong Kong and Macau, Implementation of an ANZ/Asia Pacific/Middle East Technical Support GSP Centre in 2012, Successful Implementation of new Data, Weather Station and Auditing Service Businesses in 2016, Implemented and grew chargeable software training for Customers, Improved Customer Satisfaction (NPS scores) from 30-87 from 2018 - 2021, Developed and implemented several successful service marketing strategies resulting in Service business growth year on year, Implementation of an After-Hours Service support 24 x 7, via a scripted 3rd party contact centre, 3-month assignment to Europe in 2013 to consult on Service Operations, Marketing, Service Sales as well as management the European Service Team, Implementation of 'Cytrack and BroadSoft' phone tracking software systems in 2017/18, Concurrently managed the GSP Service and Customer Service / Logistics Teams from 2014 - 2015
National Service Manager
OLYMPUS AUSTRALIA PTY LTD
01.2010 - 01.2012
- Company Overview: Business Unit Medical/Life Sciences/Industrial
- Being a member of the Senior Operations Management team, I had direct responsibility developing and implementing strategic changes, within the Service Organisation, throughout Australia and New Zealand for Olympus's Medical, Microscopy and Industrial divisions
- With full profit and loss responsibility for a Service Business Unit with a sales budget of $21 M AUD and a headcount of 70 personnel, my key responsibilities include the Service Sales and Marketing, implementing strategic change, involvement in an SAP upgrade in Singapore for the Asia Pacific Region, Training and Technical Support and management of both field and workshop service through National and Regional Managers
- Business Unit Medical/Life Sciences/Industrial
- Achievements: Growth in service sales from $15M - $21M AUD from 2010 - 2011, Successfully developing and implementing a new Service Marketing project, targeting service contract growth, within 4 months in 2010, Reduction of the National Service Centre's turnaround times by 10%, Restructure of the Technical Service team and back-office support team, to increase efficiencies, Introduction of After-Hours Service support 24 x 7, Implementation of a new service loan process and policy in 2010, to reduce customer downtime, Successfully implemented charging for Field Service, where it had been historically provided for free
National Service Support Manager
EATON INDUSTRIES PTY LTD
01.2008 - 01.2010
- Company Overview: Business Unit Electrical
- Having the responsibility for both field delivery and back-office operations, across ANZ for Eaton's Electrical division, with a headcount of 30 and a sales budget of $14 million, my key responsibilities included management of the National Field Service Operations, a high-volume call centre, APR Training and Support Centre, Workshop Repairs, Supply Chain, Warehousing and Transportation, as well as UPS Factory Operations
- Business Unit Electrical
- Achievements: Growth in service sales of 28%, Restructure of the service support team, including headcount reduction, Increase in inventory turns of 20%, Increase in stock availability and accuracy of 20%, Outsourcing of factory repairs and warehousing, Implementation of the service module of Oracle, Establishment of Asia Pacific Technical Support Team
Vice President, Global Supply Chain Management
DRAEGER MEDICAL
Germany
01.2005 - 01.2007
- Being a member of the Draeger Medical Global Senior Management Team in Germany, I had the Global responsibility for leading the after-sales service Supply Chain, including the management of the two major Distribution centres in Frankfurt, Germany and in Memphis, USA
- This included negotiating supply agreements, with both inbound and outbound providers, warehouse management, close liaison with Siemens Medical, (a joint venture with Draeger Medical) as well as Global Management of parts distribution, transportation, purchasing, logistics and order management functions, as well as including full accountability for a Global inventory of 41M Euro and an expense budget of 20M Euro, whilst managing a team of 55 Service Supply Chain personnel
- Achievements: Inventory reduction of 5.1M Euro in 2006, Logistics Costs savings of 1.7M Euro in 2006, Procurement savings of 3% in 2006, Restructure of the Global Supply Chain Management Team
National Service Manager
DRAEGER MEDICAL
Australia/New Zealand
01.2004 - 01.2005
- As a member of the Draeger Medical Australia Senior Management Team, I had the responsibility for managing service delivery across Australia and New Zealand for the Business Unit Draeger Service
- This included field service, logistics, workshop repairs, technical support, training, project management, contracts management and service marketing, with full P & L responsibility for an AUD $3.5 M sales budget in 2005, whilst managing a team of 20 Service personnel
- Achievements: Growth of 43% in service sales over a 12-month period, Restructure of the complete service organisation, Divestiture of the Multi Vendor Service Business including staff retrenchments, improving company profitability by 20%, Implementation of the Evolve 360 service tracking software system, 20 % increase in inventory turns
Service Supply Chain Manager
KODAK (AUSTRALASIA) PTY LTD
01.2001 - 01.2004
- Responsibility for managing the supply chain and back-office functions, to support Kodak's service operations across all Business Units, throughout the Asia Pacific Region
- This included logistics, warehouse management, call centres, contract management, systems, finance, and project management, as well as managing 67 employees across the APR with an expense budget of USD $ 10 M
- Achievements: The establishment of a Parts Distribution Centre in Hong Kong to support the Asia Pacific Region and Japan, yielding parts inventory savings of USD $4.2 M, cost reductions of USD $ 1.2 M per year and faster delivery times, Implemented Worldwide supply of parts from Shanghai to the two existing Global Parts Distribution Centres in the US and Europe, with the parts being newly manufactured in China, The formation of an APR Parts Planning team in 2002 reduced parts inventories by USD $2 M, logistics costs by USD $ 600 K per year, as well as improving parts availabilities, reducing nonproductive inventory by USD $1.6M, increasing parts turns by a factor of 1.0 and reducing customer service times by up to 7 days
Service Manager
KODAK (AUSTRALASIA) PTY LTD
Australia/New Zealand
01.2000 - 01.2001
- Managed all aspects of field service delivery and back-office support, across all Business Units, for Australia and New Zealand, having full P & L responsibility of an AUD $18 million business
- Further responsibilities included implementing Business Unit service strategies across ANZ, whilst managing a service team of 180 staff members in functional areas including field service, quality (ISO 9002), depot repairs, parts logistics, call centre management, contracts administration, training, and technical support
- Achievements: Outsourcing of depot repairs resulting in an AUD $1.0M savings, Restructuring of functional groups resulting in AUD $0.5M cost reduction, Realignment of the Service Division from a cross BU functional unit to BU aligned units, resulting in cost reductions of AUD $ 1.5M
Regional Service Manager
KODAK (AUSTRALASIA) PTY LTD
Asia Pacific Region
01.1997 - 01.2000
- Responsibility for managing all field service and technical support functions for the Health Imaging Division across Asia Pacific Region, with full P & L responsibility for a USD $10M Business
- Other major responsibilities included establishing and implementing new service strategies, service marketing, service business planning, formal presentations and managing a staff of 150 service personnel
- Achievements: Growing the traditional service revenue business by USD $ 2.3M and earnings by USD $1.5M, Member of Kodak's Global 'Imation Medical' Acquisition team that integrated the Imation Service Business into Kodak's, resulting in increased APR Health Imaging service revenues of $USD 2.0M, Restructuring the APR service business to fully integrate sales and service into one operation, Launch of a new service marketing program, 'Kodak on Call', which grew the service agreement capture rate by 30% over two years, increasing revenues by USD $1.0 M, Established the APR Health Imaging Training & Technical Support Centre in Melbourne, incorporating 7 hardware and software engineers to support external customers and 150 APR staff, with technical training requirements and remote support
Laboratory Supervisor
BAYER AUSTRALIA PTY LTD
01.1988 - 01.2000
- Supervised laboratory staff, Colour matching on Pulp & Papermaking, Textiles and Leather Tanning, Research & development
Service Manager
KODAK (AUSTRALASIA) PTY LTD
Australia/New Zealand
01.1995 - 01.1997
- Responsible for managing all aspects of service for the Health Imaging Division across the ANZ Cluster, with a team of 60 people, with full P & L responsibility of an AUD $4.6 million sales budget
- Major duties included the day-to-day management of the service operations, for the Clinical Diagnostics and Radiology businesses, as well as the Asia Pacific Region Technical Support and Training Centres
- Achievements: Increased the service revenue from AUD $ 2.3M to AUD $4.6M in two years, Divestiture of the Clinical Diagnostics Service Division to Johnson and Johnson Medical, Established a service alliance with ATL Medical, Integrated the Service Division into Health Imaging Division, Restructured the New Zealand Service team to form the ANZ Cluster
Training & Technical Manager
KODAK (AUSTRALASIA) PTY LTD
01.1990 - 01.1995
- Responsible for managing a team of 28 service support personnel, with an expense budget of AUD $3M, to provide both formal training, as well as remote and onsite technical support, to Field Engineers and Customers across Australia and New Zealand, across all of Kodak's Business Units
- Further responsibilities included the provision of support to the Asia Pacific Region for some Business Units
- Achievements: Establishment of the Health Imaging and Digital & Applied Imaging Centres of Excellence in Australia, Steering committee member that successfully attained ISO 9002 certification for the service Division, Concurrently managed the Western Australian Field Service Team
Education
Bachelor of Science Degree -
Monash University
Certificate in Pulp & Papermaking -
RMIT
Certificate in Management -
Holmesglen College
Certificate in Leather Tanning -
LTA
Train the Trainer -
Broadmeadows College
Skills
- Service Business Growth
- Sales and Marketing
- Innovation
- New Business Development
- P and L Management
- Operations Management
- International experience
- Leadership skills
- Customer Focus
- Strategic Planning
- Change Management
Phone
- AU, +61 407 535 737
- USA, +1 858 342 3026
References
will be provided upon request.
Specific Capabilities
- Service Business Growth
- Sales and Marketing
- Innovation
- New Business Development
- P and L Management
- Operations Management
- International experience
- Leadership skills
- Customer Focus
- Strategic Planning
- Change Management
Professional Development
- Business Decisions Training, Finance for Non-Finance Managers
- Essential Leadership Skills, LSI, and Disc profiling
- Leadership development programme with 'Mindshop Consultants.'
- Change Management, Performance Management, Customer Service
- Project Management, Priority Management
- Quality Leadership Process (QLP) and ISO 9001/14001
Timeline
Global Sales & Service Manager
RAIN BIRD CORPORATION
01.2022 - Current
Senior Product Manager
RAIN BIRD CORPORATION
01.2020 - 01.2022
National Service Manager
RAIN BIRD AUSTRALIA PTY LTD
01.2012 - 01.2020
National Service Manager
OLYMPUS AUSTRALIA PTY LTD
01.2010 - 01.2012
National Service Support Manager
EATON INDUSTRIES PTY LTD
01.2008 - 01.2010
Vice President, Global Supply Chain Management
DRAEGER MEDICAL
01.2005 - 01.2007
National Service Manager
DRAEGER MEDICAL
01.2004 - 01.2005
Service Supply Chain Manager
KODAK (AUSTRALASIA) PTY LTD
01.2001 - 01.2004
Service Manager
KODAK (AUSTRALASIA) PTY LTD
01.2000 - 01.2001
Regional Service Manager
KODAK (AUSTRALASIA) PTY LTD
01.1997 - 01.2000
Service Manager
KODAK (AUSTRALASIA) PTY LTD
01.1995 - 01.1997
Training & Technical Manager
KODAK (AUSTRALASIA) PTY LTD
01.1990 - 01.1995
Laboratory Supervisor
BAYER AUSTRALIA PTY LTD
01.1988 - 01.2000
Bachelor of Science Degree -
Monash University
Certificate in Pulp & Papermaking -
RMIT
Certificate in Management -
Holmesglen College
Certificate in Leather Tanning -
LTA
Train the Trainer -
Broadmeadows College