MARCUS VERSCHUREN
Houston,TX
Summary
A continuous improvement leader who thrives on optimizing processes, reducing waste, and driving operational efficiency. With a strong focus on alignment and smart tool implementation, I create sustainable systems that empower teams and enhance business performance. I lead with a problem-solving mindset and bring structure where there's complexity — always aiming for better, faster, leaner outcomes.
Dynamic and results-driven professional with over 10 years of leadership experience in communication, budget management, quality assurance, and program development. Proven ability to lead global service organizations, drive strategic initiatives, and elevate customer satisfaction in fast-paced environments.
Overview
18
18
years of professional experience
Work History
Sr. Lifecycle Service Manager
Emerson Valve Automation - Actuation Technologies
11.2017 - 06.2025
- Leading the Americas Service organization and a best-cost center in Manila, Philippines, I drive growth in lifecycle services across all Emerson product business units while ensuring top-tier customer satisfaction
- Spearhead strategic initiatives that enhance service growth and customer loyalty
- Harness Installed Base (books) to capitalize on KOB3 opportunities
- Foster team synergy through targeted metrics, growth programs, and regular reviews
- Lead ASP program to prioritize repair parts as a key growth driver
- Facilitate global training programs to enhance local repair capabilities through distribution channels
- Implement cutting-edge digital tools like Smartsheet, SMRT, and Service CX to streamline operations and boost efficiency
- Lead process improvements to elevate service delivery and customer experiences
- Conduct audits at service partner locations to discover and implement best practices
- Champion world-class customer satisfaction through innovative service quality initiatives.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Hired, trained and supervised team of service staff members to meet business goals.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Negotiated with vendors to secure best prices for parts and supplies.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
- Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
- Enhanced safety protocols for service operations, resulting in reduction in workplace accidents and ensuring compliance with regulatory standards.
- Implemented customer feedback system to gather insights and identify areas for service improvement.
Manager, Global Aftermarket Services
REXA
08.2014 - 10.2017
- Managed and expanded global service capacity, leading the Aftermarket Field Service teams to achieve exceptional productivity and efficiency
- Built and nurtured a global network of service partners to extend service reach in key areas
- Directed Field Service Teams to ensure timely installations, upgrades, and repairs worldwide
- Optimized service visits for maximum efficiency and industry-leading quality
- Introduced Lean thinking techniques to create an innovative and efficient work environment
- Developed the Competency Assurance Management System (CAMS) for comprehensive training in product diagnostics, repair, and safety
- Oversaw daily operations of the warehouse, including KPI management, inventory control, and safety compliance
- Played a key role in the aftermarket service business as Contracts Manager, negotiating and managing a wide range of agreements.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
Service Coordinator
Rotork
07.2009 - 08.2014
- Led a team of service technicians in the US Gulf region, coordinating all service activities and maintaining strong relationships with clients
- Managed onsite and in-house repairs, ensuring seamless service delivery across all product lines
- Collaborated with Sales Account Managers to enhance service relationships and grow new business opportunities.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Assessed customer needs and developed solutions to meet needs.
- Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
Account Manager
Rotork
06.2007 - 07.2009
- Drove nationwide sales of manual gears, delivering technical product support and maintaining strong customer relationships
- Promoted products and services across North America, achieving and exceeding sales targets
- Provided value-added services that fostered new business opportunities and sustained existing accounts.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
Education
Business Administration
Saint Laurentius School of Business
Breda, Netherlands05-1981
Skills
- Multilingual
- International Sales & Marketing Management
- Business Development & Strategic Planning
- Microsoft Office 365 Proficiency
- Skilled Negotiator and Motivator
- Inventory Management
- Strategic business planning
- Multiple Priorities Management
- Service Documentation
- Service Quality Management
- Customer Service
- Work Planning and Prioritization
- New Employee Hiring
- Workplace Safety
- Culture development
- Staff Supervision
- Resource Allocation
- Customer service
- Conflict resolution
- Workflow management
- Team collaboration and leadership
- KPI monitoring
- Quality assurance
- Documentation and reporting
- Crew leadership
- Operational efficiency
- Critical thinking
- Employee training and development
- Customer service management
Languages
English
Native or Bilingual
Dutch
Native or Bilingual
French
Professional Working
German
Professional Working
Spanish
Professional Working
Timeline
Sr. Lifecycle Service Manager
Emerson Valve Automation - Actuation Technologies
11.2017 - 06.2025
Manager, Global Aftermarket Services
REXA
08.2014 - 10.2017
Service Coordinator
Rotork
07.2009 - 08.2014
Account Manager
Rotork
06.2007 - 07.2009
Business Administration
Saint Laurentius School of Business
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