Francois Herman

Aftermarket Projects

• Support Business Development Team in accessing Project Scope, Schedule and Resources.
• Liaise with client team for better understanding of work required and align work timeline for all project aspects including subcontractors.
• Research and produce where applicable all project related documents, including Construction Phase Plan, Project Timeline, HSE, Risk Assessment and Method Statements (RAMS) etc. Review and approve internal and external RAMS documentation through liaising with client and Principal Designer.
• Manage project day to day activities from start to completion through regular meetings with internal, subcontract, principal designer and client team, to ensure completion and handover to client as per agreed project timelines. Used critical thinking to break down problems, evaluate solutions and make decisions.
• Conducted project safety audits and investigated reported issues, accidents and near-misses.
• Resolved conflicts and negotiated mutually beneficial agreements between all parties.
• 2 x direct reports

Sales Operations Leader

• Managing day to day operations of Business Development Representatives (BDR) team based in Wellingborough.
• Understand business processes and procedures through extensive BDR interviews on day to day interactions with external and internal customers.
• Conduct process and procedure reviews. Review internally with key stakeholders for improvements.
• Set and communicate key performance indicators to improve customer experience in dealing with Cummins.
• Hold monthly team meetings with BDR team sharing key performance indicators and sales results.
• Drive critical improvements through change management and team performance reviews.
• Investigate customer complaints, review internally and provide feedback to customer. Drive improvements through using Cummins Non Conformance Reporting.
• Conduct monthly Service Operations forecast and Leadership meetings sharing key performance indicators.
• 3 x direct reports
• Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.

Aftermarket Projects

• Liaise with Service Operations and Wholegoods Development Team to establish customer scope and operations requirements for gas peaking projects.
• Conduct client meetings, propose serve agreements and negotiate mutual agreement beneficial for all parties throughout agreement term.
• Support Business Development Team in accessing Project Scope, Schedule and Resources.
• Liaise with client team for better understanding of work required and align work timeline for all project aspects including subcontractors.
• Research and produce where applicable all project related documents, including Construction Phase Plan, Project Timeline, HSE, Risk Assessment and Method Statements (RAMS) etc. Review and approve internal and external RAMS documentation through liaising with client and Principal Designer.
• Manage project day to day activities from start to completion through regular meetings with internal, subcontract, principal designer and client team, to ensure completion and handover to client as per agreed project timelines. Used critical thinking to break down problems, evaluate solutions and make decisions.
• Conducted project safety audits and investigated reported issues, accidents and near-misses.
• Resolved conflicts and negotiated mutually beneficial agreements between all parties.
• 2 x direct reports

• Manages Service provider profiles in the database.
• Executes certification for Dealers in Distributor territory; Removes barriers for achieving certification; Communicates certification costs to Dealers.
• Responsible for auditing certification status for Dealers; Executes recertification Process; Ensures adherence to Certification Standards.
• Ensures the ability to deliver, maintain and communicate parts information, tools, and training requirements for all Value Package Introduction and New Product Introduction launches to Dealers.
• Executes training plans between service provider and training centers to ensure readiness.
• Participates in contract management with channel partners.
• Monitors and reports progress against plan to key stakeholders.
• Set and communicate dealer AOP and key performance indicators.

• Develop, manage and maintain business relationships with assigned potential accounts that allow identification of customers' perceived needs and priorities. Help customers identify the differential advantage of Cummins solutions. For specific target accounts, determined their business model and buying process. Interfaces with the customer at appropriate levels and frequency.
• Closing sales opportunities, ensures effective hand-off to service department branches throughout the UK, for example sharing information about the customer’s needs, products and service sold and reviewed completed service events to ensure customers nees were met and exceeded.
• Improved customer satisfaction ratings through responsive query resolution and Net Promotor Score (NPS) surveys.
• Used in-depth product understanding to answer customer questions knowledgeably.
• Developed new product/business forecasts through utilization of Cummins tools and processes (e.g., the Cummins Sales Process, Customer Relationship Management systems).
• Built positive customer rapport through friendly, professional communication.
• Updated customers on special offers and promotions for increased revenue.
• Asked probing questions of clients to understand needs and identify actionable requirements.

Assistant Service Manager - Cummins Distribution Europe (2010-2012)

• Working with Branch Manager for day to day operations of the Cummins Iver workshops. Key task in ensuring workshop and field service repairs are carried out as per Cummins recommendations and customer & Sales Executive agreements.

Customer Support Representative - Cummins Distribution Europe (2007 - 2010)

• Handling customer incoming calls and emails, field service & workshop repair scheduling.

Engine Rebuilder, Warranty Claims Processor - Cummins South Africa (2005 - 2007)

• Engine Rebuilder, tester with additional responsibility for managing all engine rebuild and testing at Cummins Durban Branch.
• Assess and file all branch field and workshop warranty claims.