Luis Eduardo Pasetti

Experience

• 

  TELEBRAS S.A.

  Feb 1987 - Dec 1987

  Trainee

  Report to: Scientists of research and development center.Main Responsibilities:Trainee – Development of integrated circuits

• 

  Siemens

  Feb 1988 - Feb 2006

  Report to: General service manager Health Care Division Brazil.Direct collaborators: 8 managers.Indirect collaborators: 90 field service engineers.Main Responsibilities:Ownership of service operation, inventory management, spare parts logistics, consignment warehouse.Responsible for driving the entire customer satisfaction in Brazil, call clarification, dispatching task, escalation process, invoicing.Accomplishments:Increase spare parts Inventory turnover ratio from 10 to 40.Decrease spare parts importation time from 20 to 4 days.Decrease field service engineer repair time per call from 14 hours to 8 hours.Implementation of regional support center for second level escalation process.Creation of service KPI’s (Key parameters indicators) for all service operation organization, (site visit avoidance, first time fixed rate, response time, system down time and others). Show less Report to: General service manager Health Care Division Brazil.Direct collaborators: 15 product specialist.Indirect collaborators: 100 field service engineers.Main Responsibilities:Driving the service operation, customer satisfaction and service productivity program.Call clarification, job planning and dispatching, escalation, spare parts logistics, and invoice.Accomplishments:Call center implementation as a central point of customer contact.Calls volume 20.000/year.Increase Site visit avoidance calls form 0% to 50%.Increase First time fixed rate from 40% to 70%. Show less

  • Country operations manager

    May 2003 - Feb 2006

  • Customer Service Manager

    Oct 1997 - Apr 2003

  • Support engineer consulting

    Oct 1995 - Sept 1997

  • Supervisor of Customer Service

    Feb 1992 - Sept 1995

  • Field Service engineer (Magnetic Resonance and computer tomography)

    Feb 1988 - Jan 1992
• 

  Siemens Healthineers

  Mar 2006 - Dec 2016

  General Manager

  Report to: CEO of Healthineers Brazil.Direct collaborators: 15.Indirect collaborators: 300.Main Responsibilities:Healthineers services division (Digital Imaging, Advanced therapy, Ultrasound, Point of Care and Laboratory).Responsible for driving the entire customer satisfaction in Brazil, service P&L, Marketing, Services sales, service strategy, costs managing, resources, productivity programs, service operation, spare parts logistics , inventory, consignment warehouse, global services process owner.Accomplishments:Sales comparable growth of 25%.EBIT from 10% in 2005 to 40%.Net promote score NPS from 10% to 65%.Increase contract capture rate from 35% to 70%.Siemens - Service Excellence Award 2011. (Best service organization worldwide) Show less

• 

  Owner Healthcare Operation Consulting

  Dec 2016 - now

  GENERAL MANAGER