Sylvain Ogier

📜 Directeur de Programme Clients & Data Manager 🎯 Mission: Drive strategic customer programs and lead operational transformation in a post-spin-off context. Structure and optimize cross-functional teams and processes to enhance customer satisfaction, agility, and digital innovation. 🤝Customer Program Leadership & Crisis Management - Lead a team of project managers to strengthen pre-sales activities and ensure seamless customer program execution. - Redesign customer-centric processes, including Building Customer Relationship, Change Request management and Support time tracking. - Steer multidisciplinary task forces to resolve critical customer items, engaging directly with client leadership until resolution. 📊 Digital Transformation & Data-Driven Innovation - Introduce Big Data capabilities across the company and audit departments to identify dashboard usage and AI opportunities. - Develop and deploy an AI model to predict critical product failures in the field. - Evaluate the organization’s data maturity and promote strategic adoption of data-driven approaches. - Automate KPI dashboards and reporting, delivering 50–80% time savings on manual tasks.

📜 Responsable Global Support Clients 🎯 Mission: Lead and structure the global automotive customer support organization to improve operational efficiency, customer satisfaction, and service profitability. - Lead a worldwide support team with 7 direct reports across the US, France, Germany, China, Korea, Japan, and India. - Design and implement standardized support processes to streamline operations and ensure consistency across regions. - Define and deploy service offers for the development and maintenance phases of customer projects, generating additional revenue and improving margins.

📜EMEA Customer Engineering & CRM Transformation Lead 🎯 Mission: Drive customer engagement and operational efficiency across EMEA and globally by leading a large-scale engineering team and spearheading CRM process transformation. - Manage the EMEA IoT & Automotive System Engineering team (~40 people, including an offshore hub in India), supporting customers across the Pre-Sales, Development, and Post-Sales lifecycle. - Serve as a core member of the Automotive Strategy Team, defining and executing actions to drive revenue growth. - Lead the global definition and implementation of the CRM tool for the System Engineering organization. - Design and deploy scalable customer case management processes (2,000–2,500 cases/year), significantly reducing response and resolution times.

📜Customer Project & Field Engineering 🎯 Mission: Establish and structure customer project management and technical pre-sales capabilities to accelerate customer adoption and solution design. - Join the support organization to lay the foundation for customer project management practices, improving coordination and delivery visibility. - Temporarily take over leadership of the Field Application Engineering (FAE) team for 6 months while maintaining high-quality customer support. - Develop customer Proofs of Concept in multiple verticals (Alarm, Point of Sales, Metering, Automotive) to facilitate product design and accelerate time-to-market.

📜International Program Lead, Point of Sales Solutions 🎯 Mission: Lead multi-site and cross-cultural teams to deliver Point of Sales programs under tight timelines, while adapting rapidly to international environments. - Oversee, in the Spanish office, the development and delivery of three desktop Point of Sales systems within three years. - Act as global line manager for the Mobile Point of Sales solution, ensuring continuity and coordination across international teams. - Manage diverse, multicultural teams across Spain and France, fostering collaboration and alignment. - Demonstrate adaptability and commitment by learning Spanish within one month prior to relocating from France to Spain.

📜Product Development & Compliance Lead 🎯 Mission: Lead product development and certification processes for heating pump electronics, ensuring compliance and innovation within the group. - Manage the development of electronic devices dedicated to heating pump systems. - Oversee the certification process for all French electrical products and create management guidelines shared across the German group. - Hold a patent (FR2754404) on pump regulation using fuzzy logic, demonstrating expertise in innovative control systems.