Mike Clothier

Experience

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  Sony Europe

  Jul 1993 - Aug 1995

  Print Room Operator

  To manage and support the company in their request of reports and hard copy documents.Stock handling and ordering, budget management and customer satisfaction.

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  SeT UK Ltd

  Aug 1995 - Mar 1997

  Field Service Engineer

  To maintain and repair large system printers. Manage the accounts and deal with any issues the customer may have.

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  CONTINUA SANCTUM LIMITED

  Mar 1997 - Apr 1998

  Field Service Engineer

  Maintain and repair large system printers alongside paper handling equipment to the highest standards of customer satisfaction.

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  IBM

  Apr 1998 - Jun 2001

  Field Service Engineer

  Repair, maintain and manage large and small system printers to the highest levels of customer satisfaction. Support and train all engineers on the IP62 Printer.

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  Eastman Kodak

  Jun 2001 - Nov 2009

  Pioneered an Advanced Customer Training program to allow customers to fix faults so improving on machine reliability and increasing revenue Reduced expenditure by £360,000 or 22% across the UK by simply analysing spending against actual returns Improved Kodak’s third-party maintenance supplier's knowledge of printers to reduce total machine down time, cut costs and boost customer satisfaction Promoted to the Team Leader of 8 engineers. Delivering training, upgrades and QA. Used engineering know-how to increase reliability of all printing machines by 15% reducing call-outs and improving customer satisfaction Achieved an extremely high level of availability - 96% - for a 24/7 printing operation in Basingstoke

  • UK Customer Account Service Manager

    Jan 2007 - Nov 2009

  • UK Digital Print Team Leader

    Jul 2004 - Jan 2007

  • UK Digital Print Field Service Engineer

    Jun 2001 - Jul 2004
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  Ricoh Europe

  Nov 2009 - Oct 2011

  Global Service Manager

  European Service Delivery Manager working on a number of tier 1 customers ensuring that all SLAs / KPIs targets are achieved whist continuing to build lasting relationships with senior customer stakeholders. RESPONSIBILITIES I was the European Service delivery manager for a Japanese multinational imaging and electronics company. Managed many G500 global accounts with an install base of up to 20,000 devices with contract values between €10m - €122m. Managed challenging car manufacturing accounts such as Audi. I also managed the Shell account across 90 countries working with their IT head located in Malaysia and supported global project management (GPM's) with all contract deploymentsACHIEVEMENTSInnovated a global dashboard to hold the SLA/KPI data for all FG500 accounts Show less

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  Unisys

  Oct 2011 - Jan 2013

  Client Account Executive - Global Managed Services.

  RESPONSIBILITIESExecutive authority on four NetApp and EMC accounts worth £18m with a remit to deliver consistent profitability, drive growth and exceed contractual SLAs.Governance of the field services including target operating model (TOM).Accountability for all contractual KPIs, SLAs and customer satisfactionACHIEVEMENTSBoosted end-user satisfaction from 81% to 95% across EMEA.Improved service and developed innovative plans to reduce work load and service complexity. Show less

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  Samsung Electronics

  Jan 2013 - Aug 2016

  European B2B Service Development Manager

  As the second member of the European B2B Service team I was charged with developing, delivering and supporting strategic services to both B2B and B2C customers across 36 countries in Europe.As a manager, I had intense internal stakeholder engagement from influencing buy in, through to new service go live.RESPONSIBILITIESDeveloping, delivering and leading strategic managed support services within a multi-cultural team to both B2B and B2C customers across 36 countries in Europe. Lead a complicated European wide shared service delivery function utilising multiple suppliersDesign and delivery of the EMEA B2B services Target Operating ModelSenior stakeholder management within 17 subsidiaries across 36 countries in EMEAService sales development, bid response and contract negotiation for new logo customersACHIEVEMENTSLead the contract, development and deployment of Samsung’s first European-wide B2B service offering for mobile devices (Laptops, tablets and smart phones), multifunction print devices and displays.Won the first mobile hardware and support contract with Interserve UK with a TCV of £450k.Successfully re-secured the Kaufland Supermarket contract with a TCV of €14m .Helped further to secure new contracts in another six countries. Show less

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  Virtualstock

  Apr 2018 - Oct 2019

  Operations Director

  Promoted from Head of Service Delivery to Operations Director within twelve months of initial appointment.RESPONSIBILITIESDelivery of service excellence, improving process efficiencies, keeping up to date with the latest IT trends, ownership of IT asset and service delivery strategyLeadership of the Service Delivery, Contact Centre, Technical Customer Support Desk and Operations functions including all performance metricsOwnership of the Major Incident and Disaster Recovery processesAccountability for all software releases and bug fixes into the live environmentSupplier / vendor ownership and governanceAccountability for company wide Information Security Compliance including ISO9001, ISO27001 & GDPROwnership of the services portfolio for both the retail and health sectorsMember of the Commercial Review Board, Business Risk Board & the Information Security Forum (ISF) Ownership of the IT and operations budget worth £1m per annum Show less

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  Canon Europe

  Oct 2019 - Aug 2024

  Service and Support Director

  RESPONSIBILITIESTotal ownership of the Service Operations & Support teams across 7 Regional Service Offices (101 countries) and all 4 business units through both direct and indirect deliveryPresentation of monthly quarterly and annual support metric results to SVP, CEO & CFO Development and delivery of support strategy and roadmap including presentation at annual kick off eventsResponsibility for achieving €300m in annual service revenueEnsure common service business processes, policies, technology platforms and organisational structure across the Regional OfficesProvide strategic support to RSO service teams to ensure consistent implementation of field service, service operations, presales support, partner networks, hardware delivery / post sales actions and customer satisfactionDefinition and ongoing ownership of operational metrics in alignment with contractual and company KPI, OLA & SLA for both direct and indirect service including the implementation of back to green plansProfessional development and coaching guidance for direct reports within the Service leadership teamAct as the subject matter expert for customer service and support identifying best practices and keeping abreast of the latest innovations in service systems, processes, policies and proceduresOwnership and continued development of the DRBG service portfolio covering production print, print for pay, office solutions, home printing and consumer / professional photographyCollaborate with the cross-functional teams from other business units in Canon to develop and deliver new services to meet new market demands and increase revenue Show less

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  Matthew Algie

  Aug 2024 - now

  Technical Service Director

  RESPONSIBILITIESComplete ownership of the Technical Service and Operations Division covering Field Service, Spare Parts Management, Asset Management / Warehousing, Machine Refurbishment and Logistics, Technical & Customer Service Desk functions and Engineer Technical TrainingTotal responsibility for delivering service to customers in the unattended retail, independent cafe and commercial cafe sectorsComplete P&L ownership with a value of £13m annuallyAccountability for annual service revenue targets up to £15mDrive service efficiency through data telemetry insight and dynamic business operationsProvide strategic support and directional focus for all associated teamsIntegration of businesses under “One Co”Key member of the Senior Leadership Team providing specialist insight into business decisions and strategyAct as the subject matter expert for customer service and support identifying best practices and keeping abreast of the latest innovations in service systems, processes, policies and proceduresOwnership and continued development of the technical service portfolio for traditional, bean to cup and vending based products / machines as well as the associated service offerings Show less