Global Business manager

  • Rotary International, T-Bird Tuesdays, Active LinkedIn Member, NOMADS (O&G)
  • MBA/MIM Thunderbird, BA Economics Carleton College
  • Was on board of KIPP (Knowledge Is Power Program). Chapter schools specialized for inner-cities.
  • Early Workfolio adopter; Top 1% of LinkedIn Users; Twitter; Periscope; Facebook, Skype, CompuServe!
  • Four promotions over 8 years while at Hilti to Director level.
  • Presented to audiences of over 100 people (government inspectors, architects, sales reps).
  • Had 72 reports as Director.
  • Active member of Rotary International since 2000; current Officer & President-Nominee.

Global business leader

Mark Heuchert
My business partners and teams drive sustainable, profitable growth because they believe in my character and business acumen, and clearly understand the long-term KPIs and BHAG we challenge ourselves with.
SUMMARY

Proven international leader with strong decision-making and analytical skills, experienced in developing innovative complex business strategies and achieving excellent growth in challenging environments. Recognized for proactively and passionately leading and developing teams through collaborative management and highly effective training programs. Excels under stress and overcomes obstacles through persistent and creative solution finding and conflict resolution with highly empathetic, helpful, participative communication style. Demonstrated adeptness in selling value over price, business-to-business/technical sales and negotiations with decision makers at all levels; consistently contributed to significant growth in global markets and bottom line results.

Proficient in English, Spanish and German.

IT Skills: MS Office, MS Project, SAP, CRM

Specialties: P&L management, B2B sales, operational excellence (S&OP, inventory logistics, OPEX), SPIN selling, Project Manager, SAP, managing distributors. Experienced in various industries (consulting, retail, mining, EPC sales, construction, airport equipment, tissue converting prodcution lines, industrial cleaning equipment, flexographic printing presses, power tools & consumables). Specialize in learning new industries and technologies quickly and formulating comprehensive sales, marketing and operational strategies.

Timeline

  1. -
    Global Customer Service & S&OP Manager, Flowserve Corporation

    - Manage the customer service team responsible for providing excellence in customer service, driving growth by 23% in 2014 and profitability by 7.9%.
    - Participated in KanBan, Value Steam and Process Mapping Kaizens, resulting in KPIs such as Total Cycle Times to reduce by 50% and First Pass Yield to increase from <50% to >90%.
    - Re-organized the customer service team, implemented policies and procedures (API compliant – visual) and cross-trained team to improve First Contact Solution and Total Quote/Order Cycle Times.
    - Developing Six Gate INP projects and marketing strategies for innovative O&G solutions for the flow industry. Partnering with engineering, sales and quality teams to find most effective customer solutions.
    - Part of team responsible for S&OP implementation, which helped result in OTD improving from <80% to 95.2%. Worked with the Demand, Supply Chain, and EMT in coordinated meetings to align expectations and investment requirement and opportunities.

  2. -
    Global Customer Service & Aftermarket Manager, Xylem
    • Re-organized and appropriately staffed the aftermarket and customer service teams and lowered the span of control, allowing for improved leadership, focus, training and teamwork.
    • Increased On Time Performance from 51% to 97.7% by using Lean and Six Sigma methodologies.
    • Increased aftermarket sales from negative growth to 25% over PY by optimizing inventory, implementing faster and more accurate customer communications, and creating a successful program for customer loyalty. 
    • Drove aftermarket profitability to 8 points over plan through vendor negotiations, strategic pricing initiatives, and product mix strategies.
    • Instrumental in creating an aftermarket retrofit/upgrade strategy, and was the lead on developing a new, highly efficient product to drive profitable retrofit sales and market share.
  3. -
    Director Sales Channels & Aftermarket, Hilti
    • Managed a team of 72 across three sales channels and after-market service supporting $30 million in sales. 
    • Improved Aftermarket Division's operational efficiency through capacity and logistics optimization and led the team to drive the Repair Order Cycle Time from 6.0 days in 2010 to 3.7 in 2011 while reducing the Aftermarket COGS by 34%.
    • Grew retail sales by 48% in 2011 and 54% in 2012. Increased the fill rate (measures delivery reliability) from 63% to 91%, while taking the channel from a negative profit to the company standard. Analyzed and then overhauled logistics efficiency with mid-management coaching, resulting in increased Hilti Center sales by 30% in 2011 and 37% in 2012.
    • Achieved a superior level of customer satisfaction, with a service level of 93%, the second highest in the world. Led the outbound team to achieve 40% sales growth and become the fastest growing, most profitable sales channel. Increased employee motivation index (GEOS) to the highest in the region (40).
    • Improved my team's retention rate from 73% to 87%.
  4. -
    MBA/MIM - B2B Marketing, Thunderbird

    Participated in Case Study program for Case International & Martin Engineering.  Study abroad in Guadalajara, Mexico.

  5. -
    BA - Economics, Carleton College

    Study abroad in Cambridge, England and Morelia, Mexico.

Proudest Accomplishment

Leading the Retail and CS teams to have the highest growth rates AND profitability with top GEOS.

Experience Highlights

  • Global Customer Service & S&OP Manager
    Flowserve Corporation
  • Global Customer Service & Aftermarket Manager
    Xylem
  • Director of Sales Channels
    Hilti

Education Highlights

  • MBA/MIM Thunderbird
    Marketing
  • BA Carleton College
    Economics  (thesis: Sales FORECASTING)

Results

  • 72
    Largest number of reports
  • 21
    years with territory sales in double digit growth
  • 1.2
    million miles flown globally

Skills

  • sales
    20+
  • leadership
    10
  • marketing
    7
  • Aftermarket
    6
  • operations
    4
  • Languages (3+)
    20+

Questions & Answers

Why do you like international positions?
Almost all sales and management positions are global in nature today. Whether you are relating to customers, supply chain or operations, being able to understand and work across cultures is critical.
Which one word would your employees and your management describe you as?
Employees: trustworthy
Managers: passionate

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Location

United States