Director – Technical Service Escalation Management | AGCO
AGCO has implemented smart digitization strategies that allow the company to “design anywhere and build anywhere”. With this, AGCO’s new product introductions are platform-oriented with smart use of data. Relying on lean process and data, product components are reorganized, and subassemblies can be sourced externally, thus simplifying maintenance, parts management, and service. New business models need to be developed.
In his current role, Stephen leads AGCO’s machine monitoring center enterprise which focuses fully on ‘customer first’ driven solutions that constantly listen to machine performance data and in turn intercept unhealthy signals. Such interactions lead to the creation of precise diagnostics and repair advice for the technician. Monitoring work extends to supporting technical service and engineering on fast root cause analysis on emerging fleet concerns.
In previous roles within aftersales, Stephen has worked directly supporting end customers in the regions of EAME and APA spending periods resident in multiple countries. With an interest in constant process improvement, whilst leading EAME wide departments such as Field Service, Training, Warranty, Factory service support, success has been realized through the introduction of new end to end CRM systems, resource planning tools, process disciplines, and reporting dashboards with business-specific KPI’s.