Harald Gschiel

Experience

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  GZT Geldzähltechnik GmbH.

  Sept 1990 - Aug 2000

  Service Manager Southern Austria with Sales Responsibilities

  Responsibility for managing the service operations for Southern Austria, the spare parts planning, coordinated the team of technicians performing on site repairs on customers premises as well as to made sure to fulfil the market requirements in terms of quality and repair turnaround times. Responsible for service and maintenance contract sales according to the goals as well as the sales of machines to regional banks and other business customers. Managed a team of 5 field technicians based in 2 locations. Show less

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  Motorola Mobile Devices

  Nov 2000 - Dec 2008

  Overall responsibility to drive and manage the Customer Service and the Service Operations for mobile phones in Austria, Bosnia, Croatia and Slovenia. Responsible for the service of 18 B2B Customers (Network operators, distribution companies) and the management of 5 external service partners handling up to 17k repairs per month. Managed a virtual team of people based in different countries containing colleagues from technical support, training and documentation, finance, legal department, system management, spare parts department which was coordinated in order to support and prepare the partners in reaching the agreed quality and financial targets. Show less Overall responsibility to drive and manage the Customer Service and the Service Operations for mobile phones in Austria. Responsible for the service of 6 B2B Customers (Network operators, distribution companies) and the management of 2 external service partners. Managed a virtual team of people based in different countries containing colleagues from technical support, training and documentation, finance, legal department, system management, spare parts department which were coordinated in order to support and prepare the partners in reaching the agreed quality and financial targets. Show less

  • Customer Service Manager Austria, Bosnia-Herzegovina, Croatia, Slovenia

    Jan 2003 - Dec 2008

  • Customer Service Manager Austria

    Nov 2000 - Dec 2002
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  ZTE中兴 Sweden AB Branch ZTE Austria

  Jul 2009 - Apr 2010

  Service Manager Austria & Switzerland

  Overall responsibility to drive and manage the Customer Service and the Service Operations for all product lines of the company in Austria and Switzerland. Developed and implemented a complete new service structure for mobile phones and modems, evaluated and contracted new partners and implemented the partners into the repair structure of the company. Further negotiated and signed Service level agreements with customers and implemented the key performance indicators in the countries. Later concentrated on the development and setup of the service structure for the infrastructure business and started to set it up in the market. Show less

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  Lenovo Technology B.V.

  Sept 2010 - Dec 2010

  Responsibility for the Customer Service Management and the Service Delivery Management for 14 countries in CEE with 80 external service partners handling 10k repairs per month. The targets were the optimization of the service network concerning quality, number of the partners, service coverage in the countries as well as cost reduction and improvements of customer satisfaction in order to support the growth of Lenovo´s market share. Was also the single point of contact for national and international B2B customers concerning After Sales. Show less

  • Service Delivery Manager CEE (Central & Eastern Europe)

    May 2010 - Dec 2010

  • Service Delivery Manager Turkey, Greece & Cyprus

    Sept 2010 - Nov 2010
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  HG

  Feb 2011 - Jan 2012

  Consultant for After Sales / Customer Service Project Management

  Worked as a freelance Project Manager for After Sales projects in the areas of strategy development and implementation, process definition and implementation as well as operational implementation of After Sales / Customer Service projects.Conducted three projects, one in the telecoms business space and two with local Austrian companies in the electronics business space.

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  EFKON AG

  Mar 2012 - Jan 2013

  Manager After Sales

  Designed, implemented and lead the new established business unit After Sales Services, managed the relationships with international customers and system integration companies as well as the co-operation with all relevant departments within the company and the international branch offices, the development and implementation of processes, of the after sales strategy and a competitive after sales portfolio to gain additional revenue and deliver best in class service to the markets.

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  B2X Care Solutions

  Feb 2013 - Jan 2015

  Managed the on-boarding of two new aquired OEM customers (Bullitt Mobile and Coolpad), the design of the service strategy jointly with the customer, the development and implementation of a global repair setup from the scratch, for and with the customer, as well as being the single point of contact for the customer for all repair activity related topics. I was co-ordinating the customer account team and had to ensure the delivery of the agreed services in co-operation with repair operations, supply chain, IT, finance and support teams. Show less

  • Global Delivery Manager - Repair Operations

    Jul 2013 - Jan 2015

  • Director Repair Services EMEA

    Feb 2013 - Jul 2013

  • Delivery Manager - Repair Operations

    Feb 2013 - Feb 2013
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  Sealed Air Diversey Care

  Feb 2015 - Feb 2016

  Technical Customer Service Lead Austria & Slovenia

  Managed the field service technicians and front office teams, to optimize the effectivity and quality of service planning and service fulfillment in terms of cost, processes, planning and fulfillment tools and systems,legal regulations and company rules, health and safety, inventory control and all other operational aspects. Was a member of the country management team responsible for commercial law quality and compliance aspects. Working in an international matrix organization with a commercial reporting line into the country and a technical reporting line into the international organization. Show less

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  Private

  Mar 2016 - Mar 2017

  Time-Out and Re-Orientation / Seeking a new role

  I took a time-out and re-orientation phase, did some private projects and started to seek a new role after that.

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  B2X Care Solutions

  May 2017 - Mar 2020

  Managed the operations for OEM customers on a global level (Bullitt Group and latest client was Xiaomi in Europe), the design of the service strategy as well as necessary changes and improvements following the business growth jointly with the customers, the development and implementation of a global repair setup from the scratch, for and with the customers, as well as being the single point of contact for the customers for all repair activity related topics. I was coordinating the customer account team and had to ensure the delivery of the agreed services in co-operation with repair operations, supply chain, IT, finance and support teams. Show less

  • Global Delivery Manager - Repair Operations

    Nov 2017 - Mar 2020

  • Senior Project Manager, Operations - Delivery Management

    May 2017 - Nov 2017
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  StreamView GmbH

  Jul 2020 - Jul 2020

  Head Of Customer Care
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  Kapsch TrafficCom AG

  Mar 2021 - Feb 2022

  Service Delivery Manager

  Managed three customer operations projects - two Tolling projects in DK and SE and one Traffic Management project in NL - being responsible for the the overall commercial and operational performance in front of the customer and within the company. Main achievements were significantly improving the customer relationships as well as the operational and financial performance along with an effective restructuring of all three operations projects.

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  HCLTech

  Mar 2022 - now

  Global On-Site Service Delivery Manager at HCLTech Infrastructure Services Division. Managing relationships with global customer sites as well as being the point of contact for customer´s central IT management team, representing HCLTech remotely and on-site in the operations delivery project, in front of the customers key stake holders. Based on the actual delivery project and the customer collaboration, driving improvements in cooperation with off-shore teams for all the technical tracks involved. Making sure continuous improvement process creates positive customer experience and excellent customer satisfaction. Show less Regional Service Manager at HCLTech Infrastructure Services Division. Managing relationships with EMEA and Americas customer sites being the SPOC, representing HCLTech remotely and on-site in the operations delivery project, in front of the customers key stake holders. Based on the actual delivery project and the customer collaboration, driving improvements with off-shore teams for all the technical tracks involved. Making sure continuous improvement process creates positive customer experience and excellent customer satisfaction. Show less

  • Global On-Site Service Delivery Manager

    Aug 2024 - now

  • Regional Service Delivery Manager EMEA & Americas

    Mar 2022 - Aug 2024