Emmanuel DESSE

TomTom – Amsterdam (The Netherlands)

“In order to face the rapid growth of TomTom Sales, TomTom asked me to improve and to prepare the Reverse Logistics activity to face High Volume Returns.”

Regarding the fast growth of the Personal Navigator Devices (GPS) Sales and TomTom Leadership it was necessary to prepare the Reverse Logistics activity to face High Volume Returns. The overall objective is to analyze the current situation, to bring the appropriate changes and to restructure from low to high volume returns for Europe.
My mission consists of developing and maintaining After Sales Support processes that span across several departments and supporting Sales during negotiations with direct and indirect customers.
I am in charge of managing the physical return of goods to TomTom by business partners and end-users and the replacement of swap units to end-users. For that, I am responsible for the repair and refurbishment of TomTom goods through several 3rd parties (two repair and one forward logistics partners).
In order to plan, control, co-ordinate and monitor all the reverse logistics functions e.g. logistics, repairs, provision of swap units, partners reporting, I manage a team of 8 people.
I give support to other regions in providing them all necessary information that they can implement reverse logistics locally in US, Australia and Asia.
I am the main interface of the Customer and Retail Support Department to solve issues like claims and complaints.
I am in charge to provide relevant KPI to monitor the reverse logistics activity but also to provide feed-back into the development and manufacturing processes to drive quality improvements.
My responsibility consists also of investigating analyzing and finding the right partners to fulfill WEEE requirements in Europe.
Finally, I build TomTom Services’ concepts and budgets.

Sector: Electronics and microelectronics

SIEMENS HOME & OFFICE COMMNUCATION DEVICES (SHC) - Paris (France)

“Following the DECT and GSM activities split, DECT Customer Care management in Munich contacted me. They asked me to join them in order to build a Regional Headquarter team to drive the Customer Care activity in the Western Europe area.”

After the DECT and GSM split and the division of DECT activity, it was mandatory to secure the Business and the Customer Care activity. My mission consisted of restructuring and coordinating the Customer Care operations for France, Belgium, Luxemburg and the Netherlands. After analyzing the needs and the new budget, I was successfully able to rebuild the process. The overall objective was to develop and maintain the relationship with Key-Account customers, most notably the operators and retailers and with our repair partners. I contacted customer repair partners on site and I cooperated with local SHC Sales, Marketing and Purchasing.
As the new budget implied team and cost cuts, I optimized the procedures and transferred some tasks to the repair partners. This step implied negotiation and new contracts between the mother company and the repair partners.
My main task was to ensure the implementation and coordination of after sales services for SHC products in France, Belgium, Luxemburg and the Netherlands.
I was responsible for the service performance and the economic efficiency.
I was also responsible for Customer Care and other Service issues in the Region (i.e. claims, complaints management). I managed and I was the interface for the relevant call centers/hotlines.
I planed, controlled and monitored all the service functions in this region e.g. logistics, repairs, provision of swap units, repair partners reporting, feed back and information with the centralized SHC Service functions.
I was authorized to make the appropriate decisions within the framework of SHC Services’ concepts and budgets.
I ensured the fulfillment of the Service Agreement between the repair partners and SHC Customer Care. I also ensured and enhanced the repair partners performance; by means of a bonus/penalty system and KPI methodology.
As France was one of the major countries all over the world, I coordinated with the Head of SHC Customer Care Operations in the definition and execution of Customer Care goals, strategies and objectives.
More specifically, in France, my responsibility consisted of structuring the Customer Care department in order to fulfill ISO 9002, EFQM and WEEE requirements.

Sector: Telecom - Internet Products and Services

SIEMENS INFORMATION & COMMUNICATION MOBILE – Paris (France)

“While I was in Hungary, Siemens contacted me as they did not have sufficient knowledge to build up a new repair center in France. As they were facing Customers dissatisfaction regarding the Customer Care support, they were looking for new ideas and new relationship towards Customers.”

- Structured and coordinated After Sales Service activities for DECT and GSM products,
- Defined, documented and created standard and specific procedures,
- Negotiated contracts with Customers most notably the operators and retailers,
- Developed industrial repairs,
- Managed the start up of a new sub-contractor (RFQ, contract, KPI)
- Re-oriented internal organization,
- Controlled Budget and increased margin.

Sector: Telecom - Internet Products and Services

PHILIPS CONSUMER COMMUNICATIONS – Le Mans (France).

- Repatriation of the Mexican After-Sales Service repair workshop to Europe for Cellular and Cordless products,
- Establishment and start up of the EMEA centralized repair workshop in Hungary,

“While, I was in Eindhoven starting a new project within Monitor Business Unit, Philips Consumer Communication board management contacted me. Indeed, following the end of the Joint-Venture with Lucent Technology, they were looking for a plant transfer expert.”

- Repatriated EMEA repair activity located in a Mexican repair plant,
- Negotiated the shut down of the plant and equipment recovery,
- Located transitional repair activity in France in only 6 months,
- Built and Managed of a team of expatriate technicians,
- Started-up of the final Repair Center in Eastern Europe (Hungary),
- Defined and implemented processes to manage this repair center located in Eastern Europe.

Sector: Telecom - Internet Products and Services

PHILIPS CONSUMER COMMUNICATIONS – Le Mans (France)

- Maintenance on Line of Digital and Analog Cellular phones developed in Le Mans and produced on several production sites all over the world

“The Philips Consumer Communication board management contacted me to build department and a team to support all production sites: in France, Singapore and Mexico.”

- Created the department of Maintenance Of Line (MOL) within the development team (7p),
- Built Development representation towards all other entities,
- Supported Worldwide production plants (Mexico, Singapore, France),
- Defined of all processes and procedures between all the departments all over the world,
- Optimized the Production processes and reduced Product costs.

Sector: Telecom - Internet Products and Services

PHILIPS CONSUMER COMMUNICATIONS – Le Mans (France)

Member of the Digital Hardware team : GSM platform conception,

Sector: Telecom - Internet Products and Services

1993 - 1994 Centre d’Instruction Naval (Military Service) - Saint-Mandrier (France).

Sector: Professional training

1993 (6 months) AEROSPATIALE (Engineer training) – Saint-Médard en Jaille (France).
- Engineer training : Software structure control of a Carbon – Carbon Weaving Machine

Sector: Aeronautic construction