GAUTRAND Emmanuel

• Lead global service operations across HQ (France), subsidiaries (Spain, India), and a worldwide distributor network of 47 partners.
• Manage a 20‑person international service organization (6 direct reports, 14 indirect).
• Drive global service strategy to enhance operational excellence, customer satisfaction, and service profitability.
• Oversee OPEX budget management and contribute to P&L performance in collaboration with Finance.
• Strengthen cross‑functional alignment with Sales, Quality, IT, and Operations to support business expansion.
• Lead the global CRM transformation program, replacing the legacy system and harmonizing service processes across regions.
• Champion continuous improvement, digitalization, and data‑driven decision making.

Key Achievements:

• +44.9% growth across distributor networks.
• –25% service cost reduction in France through operational optimization and improved efficiency.

• Managed KPI dashboards, spare parts logistics, revenue monitoring, and pricing strategy for international markets.
• Led service and software sales initiatives, contributing to business expansion and improved customer retention.
• Designed and managed after‑sales service contracts to support operational efficiency and recurring revenue.
• Drove quality, compliance, and continuous improvement initiatives across the service organization.
• Supported subsidiaries and distributors with escalations, training, and operational governance.

• Delivered Level 2 technical support for global distributors and key accounts.
• Conducted training, audits, product introductions, and system integration activities.
• Developed digital tools and e‑learning content to enhance service capability.
• Supported customer onboarding, method validation, and regulatory compliance.

• Installed, qualified, and integrated automated diagnostic systems in clinical laboratories.
• Delivered end‑user training and technical support.
• Supported COFRAC accreditation, feasibility studies, and demonstrations.