Florian Vie
Taylors,SC
Summary
Dynamic leader with a proven track record in enhancing service operations, fostering customer satisfaction, and driving cross-functional collaboration. Committed to developing teams and implementing process improvements that deliver measurable results.
Overview
21
21
years of professional experience
Work History
Head of Service
Staubli Robotics
Duncan, sc
01.2021 - Current
- Coordinated cross-functional teams to streamline service operations.
- Analyzed customer feedback to drive service enhancements.
- Resolved escalated complaints from customers in an efficient manner.
- Identified training needs within the team and arranged appropriate development activities accordingly.
- Oversaw recruitment process for new team members including interviewing candidates, conducting background checks and making offers of employment.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Monitored employee performance through key metrics analysis.
- Coordinated with sales and marketing teams to develop service offers and promotions.
- Established key performance indicators (KPIs) for the service team to measure success and productivity.
- Handled customer complaints and resolved issues promptly to maintain positive relationships.
- Represented the service department in executive meetings, providing reports and insights on performance and initiatives.
- Maintained inventory of parts and supplies, ensuring availability for service tasks.
North America Technical Support Manager
Staubli Robotics
Duncan, sc
08.2012 - 12.2020
- Managed technical support team for robotics products and solutions.
- Developed training programs for staff on troubleshooting and customer service.
- Coordinated with engineering to resolve complex technical issues effectively.
- Oversaw ticketing system for tracking and prioritizing customer inquiries.
- Implemented process improvements to enhance response times and service quality.
- Provided direct support to customers via phone, email, and remote sessions.
- Collaborated with sales teams to address customer feedback and needs promptly.
- Ensured compliance with company policies during all technical support interactions.
- Performed root cause analysis on recurring problems encountered by customers.
- Established continuous improvement initiatives to achieve KPIs.
- Provided guidance and mentorship to junior team members on troubleshooting techniques and best practices.
- Provided technical support to customers and managed the team of engineers responsible for resolving customer issues.
- Worked closely with other departments such as sales, marketing, engineering, finance, and IT to improve customer experience.
- Participated in budgeting activities by forecasting labor costs associated with providing technical support services.
RoRobotics Application Engineering Manager
Staubli robotics
duncan, sc
06.2011 - 06.2015
- Led cross-functional teams to enhance robotics project development and execution.
- Managed resource allocation and scheduling for engineering projects and initiatives.
- Developed engineering best practices to streamline operations and improve efficiency.
- Mentored junior engineers to foster skill development and team collaboration.
- Facilitated training sessions on new technologies and methodologies for engineering staff.
- Maintained comprehensive records of engineering activities, including test results, design specifications, changes made during development process.
- Assisted sales team by providing technical advice when needed regarding products or services.
- Developed and implemented engineering processes that improved project efficiency by 20%.
- Managed a team of 10 engineers, delegating tasks and monitoring progress to ensure quality control standards.
- Monitored internal financial budgets to measure against projections.
Robotics Applications Engineer
Staubli Robotics
Duncan, sc
01.2005 - 06.2011
- Developed automation solutions for manufacturing processes using robotic systems.
- Collaborated with clients to customize robotic applications for specific needs.
- Provided technical support and troubleshooting for software and hardware issues.
- Conducted product demonstrations showcasing robotic capabilities to potential customers.
- Designed and executed training programs for end-users on robotic operation.
- Coordinated with engineering teams to ensure project alignment with client specifications.
- Documented technical procedures and user manuals for application deployment and maintenance.
- Assisted in the integration of new technologies into existing applications.
- Developed and implemented software solutions for customer requirements.
- Provided training and guidance on usage of application software tools as needed.
- Identified and advised on technical risks associated with application development, presenting findings to professionals.
- Maintained up-to-date knowledge of current industry trends and best practices.
- Collaborated with cross-functional teams to define app specifications and integrate user-facing elements with server-side logic.
- Modified existing software to correct errors, adapt to newly implemented hardware or upgrade interfaces.
Education
Master of Science - Intelligent Systems
Université Paul Sabatier Toulouse III
Toulouse, France06-2004
Associate of Applied Science -
University of Perpignan
PErpignan, France06-2000
Skills
- Service operations
- Customer satisfaction
- Team management
- Performance analysis
- Recruitment processes
- Customer relationship management
- Technical troubleshooting
- Process improvement
- Cross-functional collaboration
- Problem solving
- Strategic planning
- Proficient in [software]
- Team leadership
- New employee hiring
- Data analytics
- After-sales support
- Operational efficiency
- Client retention strategies
- FLUENT IN [LANGUAGE]
- Customer satisfaction measurement
- Contract management
- Sales support
- Maintenance and repair
- Business development
Languages
French
Full Professional
Timeline
Head of Service
Staubli Robotics
01.2021 - Current
North America Technical Support Manager
Staubli Robotics
08.2012 - 12.2020
RoRobotics Application Engineering Manager
Staubli robotics
06.2011 - 06.2015
Robotics Applications Engineer
Staubli Robotics
01.2005 - 06.2011
Master of Science - Intelligent Systems
Université Paul Sabatier Toulouse III
Associate of Applied Science -
University of Perpignan