Managerprofile: Michael Lachner

Michael Lachner

I´m a Service-Preneur

Service is not a project - service is an attitude

from 31.01.2024
Interim Manager since: 03/2020
Update: 16.05.2024

Specialist groups

DDIM.fachgruppe // Vertrieb, Marketing & Service

Contact data

Lachner Dienstleistungen, Nettetal

Glabbach 17 B
D

zbp.zfv-eraupny@yz
http://www.lachner-ism.com

Telefon Mobile: +491728960901

Social networks

Personal data

Date of birth: 09.01.1978 (Age:46)

Short profile

Intro

Never follow the path – always set the trail – this means being prepared to always find and follow new paths – even taking a detour in the process – and not imitating competitors, but seeking new solutions and paths. Service manager means that I generate solutions and measurable added value for you instead of merely recommending actions. I implement the defined tasks and only step off the gas pedal when the desired goals have been achieved.

Experience overview

Specialist for Service & After Sales Service
Set up 9 international service locations
Service Excellence
25 years experience in machinery & plant engineering
Service-transformation
new business models
service innovation

Tasks

Business Development
Change Management
Digitization
Yield Increase
Cost Reduction

Functions

Management / General Management / Board
Sales

Head of Service

Head of After Sales Service

Role in the company

1st Level / Executive Board / Management
2nd Level / Division Management / Department Management
Projekt Manager (Leitung)

Industry experience

Plant Engineering
Automotive, Zulieferer
Electrical Engineering / Electronics
Mechanical Engineering
Metal Industry

Technische Gebäudeausstatttung (TGA)

Elektromotoren

Brandmeldeanlagen

Type of company

Owner-managed / Family Business
Corporation / Group
Medium-sized Enterprise
Start-up

Private Equity Beteiligungen

Regions (Regions where you have proven experience)

Asia
Europe (EU)
North america
South america
China

Aufbau von 8 Servicegesellschaften in Brasilien, China, Mexiko, USA, Südkorea, Japan, Russland, Indien

Languages

German (Muttersprache)
English (Verhandlungssicher)

Special certificates and awards

Technical Trainer 2024 (TÜV Süd)

Certified Service Design Thinker 2023

Qualitätsmanagementbeauftragter 2020 (TÜV Süd)

Chief Service Manager 2020 (RWTH Aachen)

Chief Technology Manager 2017 (RWTH Aachen)

Führung für Top-Entscheider 2016 (Systemische Führung)

Special skills

Initiator und Leiter der Gruppe "Maschinen- und Anlagenbau" des Kundendienstverbandes Deutschland (KVD

Mitglied der DIN-Arbeitsgruppe für Service Excellence

IM projects (self employed)

03/2024 - Today Duration: 5 months

Head of Service / service strategist
TESVOLT AG

Company description

Manufacturer of batteries

Number of employees in company: 300

City / place: Wittenberg

09/2023 - 01/2024 Duration: 5 months

Head of Service
C.M Heim GmbH

Company description

Manufacturer of mobile fire alarm systems

Company turnover in Mio $: 80 Mio USD
Number of employees in company: 400

City / place: Deutschland

Reason for dismissal
Krankheitsvertretung des Stelleninhabers und neue strategische Ausrichtung des Unternehmens

Area of responsibility (sales and employees)
5 mil. € turnover
10 employees

Mission

Expansion of service technician + internal service staff
Introduction of the SalesForce Field Service application
Introduction of a 24/7 service hotline
Reduction of response times
Optimization of service processes
Increase service sales growth
Qualification and integration of new service partners
Establishment of a training academy
Developing new pricing approaches for services

Measures taken

see project list

Achieved Achievements

Expansion of service technician + internal service staff
Introduction of the SalesForce Field Service application
Introduction of a 24/7 service hotline
Reduction of response times
Optimization of service processes
Increase service sales growth
Qualification and integration of new service partners
Establishment of a training academy
Developing new pricing approaches for services

10/2022 - 08/2023 Duration: 11 months

Head of Service
Internationaler Hersteller von Elektroantrieben für Boote

Company description

Reorganization of the service department and expansion of the service partner network of a market leader in B2C electric boat drives

Company turnover in Mio $: 80 Mio USD
Number of employees in company: 400

City / place: Deutschland

Reason for dismissal
Die Fluktuation im Servicebereich war bei Projektbeginn deutlich zu hoch. Know-How-Verlust, erhöhtes Ticketaufkommen sowie mehrere Führungskräftewechsel führten zu einer hohen Unzufriedenheit bei Endkunden und Servicepartnern.

Area of responsibility (sales and employees)
20 million € turnover
50 employees
70 service partners worldwide

Mission

Improve customer satisfaction
Reduction of fluctuation
Improvement in response times
Improvement of service processes

Measures taken

see project list

Achieved Achievements

Training and integration of 80 service partners worldwide, fluctuation reduced to 10%, throughput time for ticket processing reduced to 24 hours, greatly improved customer satisfaction

Special challenges

Difficult communication within the company
Several changes in management

09/2022 - 05/2023 Duration: 9 months

Head of Service
Hersteller von Verpackungsmaschinen

Company description

Manufacturer of packaging machines

Company turnover in Mio $: 25 Mio USD
Number of employees in company: 200

City / place: Deutschland

Reason for dismissal
Das Unternehmen bot lediglich vereinzelte Serviceleistungen an. Der Serviceumsatz wurde maßgeblich durch Ersatzteile generiert. Vereinzelt wurden Schulungen angeboten. Das Neuanlagengeschäft war durch die Reduzierung von Vergabevolumina aus den Zielbranchen gesunken. Mit einem neu ausgerichteten Serviceportfolio sollte die Umsatzlücke mit deutlich höheren Margen kompensiert werden.

Area of responsibility (sales and employees)
8 mil. € turnover
15 employees

Mission

Revision of spare parts pricing
Expansion of the service portfolio
Reduction of service costs
Improving the service mentality

Measures taken

see project list

Achieved Achievements

New service portfolio with 28 different services for all product life phases. Increase in service sales by 30% within 6 months

Special challenges

reactive service mentality

04/2022 - 09/2022 Duration: 6 months

Service Consulting (part time)
Hübers Verfahrenstechnik

Company description

Weltmarktführer im Anlagenbau für Gieß- und Insuionslösungen

Company turnover in Mio $: 35 Mio USD
Number of employees in company: 200

City / place: Bocholt
Internet: https://huebers.de/

Reason for dismissal
Das Unternehmen wurde Anfang 2021 von Investor übernommen. Innerhalb von 2 Jahren sollte exponentielles Umsatzwachstum durch eine expansive Internationalisierung realisiert werden.

Area of responsibility (sales and employees)
Service Consulting

Mission

Conception of a service strategy
Advice on setting up international service branches
Expansion of the service portfolio
Service excellence implementation

Measures taken

See project profile

Achieved Achievements

Conception of a service strategy
Advice on setting up international service branches
Expansion of the service portfolio
Increase in turnover

11/2021 - 12/2022 Duration: 14 months

Service Consulting (part time)
Eberhard AG

Company description

Market leader in the automation of PCB assembly lines

Company turnover in Mio $: 40 Mio USD
Number of employees in company: 300

City / place: Schlierbach
Internet: https://eberhard-ag.com/de/

Reason for dismissal
Begleitung des Stelleninhabers bei der Reorganisation und Neustrukturierung der Serviceabteilung

Area of responsibility (sales and employees)
Service Consulting

Mission

Improve customer satisfaction
Improving response time
Conception of new service products
Proactive service sales

Measures taken

See project profile

Achieved Achievements

New department structure, improved customer and employee satisfaction, 6 new service products designed, 4 more in the pipeline, proactive service culture imitated

05/2021 - 08/2022 Duration: 16 months

Head of Service
Erlenbach GmbH

Company description

Hersteller von Maschinen und Anlagen zur Verarbeitung von Partikelschäumen

Company turnover in Mio $: 30 Mio USD
Number of employees in company: 200

City / place: Lautert
Internet: www.erlenbach.de

Reason for dismissal
Weiterentwicklung des bestehenden Serviceportfolios / Entwicklung und Vertrieb von digitalen Services bei einem Maschinenbauunternehmen

Area of responsibility (sales and employees)
10 mil. € turnover
25 employees

Mission

Expansion of the service portfolio
Reduction of service costs
Introduction of proactive service sales
Improvement of service processes

Measures taken

See project details

Achieved Achievements

Increase in service turnover by 50% within 1 year
Expansion of the service portfolio by 10 services
Reduction in service costs by € 500,000

Special challenges

Reactive service mentality

03/2020 - 08/2020 Duration: 6 months

Head of Service
Frimo GmbH

Company description

Mechanical engineering company / automotive supplier - machines & systems for the interior sector

Company turnover in Mio $: 300 Mio USD
Number of employees in company: 1800

City / place: Lotte
Internet: www.frimo.com

Reason for dismissal
Das beauftragende Unternehmen war in den vorangegangenen Jahren durch Zukäufe anorganisch gewachsen. Bis zum Zeitpunkt der Beauftragung waren die einzelnen Standorte autark mit eigenen Serviceorganisationen und unterschiedlichen Serviceprozessen. Durch eine Harmonisierung der Prozesse sollten die Kapazitäten reduziert werden. Grund für die Beauftragung war eine neue strategische Ausrichtung des Unternehmens

Area of responsibility (sales and employees)
30 Mio. € turnover
40 employees

Mission

Process harmonization for 4 international locations
Introduction of proactive service sales
Introduction of a remote concept (Covid19)
Conception of a pay per use model

Measures taken

Detailed action plan

Achieved Achievements

Process harmonization for 4 international locations
Introduction of proactive service sales
Introduction of a remote concept (Covid19)
Conception of a pay per use model

Special challenges

Travel restrictions due to Covid19
Very reactive service mentality

Work history (permanent employment)

07/2022 - Today Duration: 25 months

Owner / CEO Rent a service technician www.service-technician.com
Lachner International Service Management

Rent a Service Technician - weltweit lokale Servicetechniker - in 30 Ländern mit über 1.500 Servicetechnikern

City / place: Deutschland

Remarks
General Management

03/2020 - Today Duration: 53 months

Owner / CEO Interim management www.lachner-ism.com
Lachner International Service Management

Weltweites Interims Management

City / place: Deutschland

Remarks
Details according following list

11/2015 - 05/2018 Duration: 31 months

Member of Steering Committees for Business Unit „Application Technology
Eisenmann AG

Eisenmann AG is one of the leading international suppliers of complex large-scale systems with 3500 employees.

City / place: Böblingen

Remarks
Head of Service for 4 subsidiaries

12/2010 - 02/2020 Duration: 111 months

Managing Director
Eisenmann Intec GmbH & Co KG

Maschinenbau

City / place: Köln

Remarks
Responsible for profitable growth in incoming orders from 9 million (2010) to
45 million (2019)
* Overall entrepreneurial responsibility
* Responsible for service sales growth from € 2 million (2010) to € 16 million
€(2019)
* Development of international key account structures
* Overall responsibility for international expansion into new markets
* Creation and implementation of a "2020" corporate strategy; successful business
business transformation from a component manufacturer to a solution

10/2007 - 11/2010 Duration: 38 months

Business Unit Controller
Eisenmann AG

Die Eisenmann AG ist einer der international führenden Systemanbieter komplexe Großanlagen mit 3500 Mitarbeitern.

City / place: Böblingen

Remarks
Business Unit Controller
Reporting to the business unit manager
Responsible for the "General Finishing" business unit; turnover € 100 million p.a.
* Independent commercial management of the business unit
* Annual strategic business planning and subsequent tracking
* Implementation of efficient project controlling

09/2004 - 09/2007 Duration: 37 months

Sales Controller
KUKA Systems

KUKA Schweißanlagen GmbH, a subsidiary of KUKA AG, is one of the world's leading suppliers of automated production and assembly solutions for sustainable manufacturing in Europe, America and Asia with

City / place: Augsburg

Remarks
International Sales Controlling

Education

08/2021 - Today

Dienstleistungsmanagement & Customer Experience (berufsbegleitend)
Europ. Fernhochschule Hamburg Dienstleistungsmanagement

Notes / specifics
berufsbegleitendes Studium

01/2006 - 01/2010

Wirtschafts- und Arbeitsrecht (berufsbegleitend)
Fernuniversität Hagen Wirtschafts- und Arbeitsrecht

Notes / specifics
Fernuniversität Hagen Wirtschafts- und Arbeitsrecht berufsbegleitendes Zusatzstudium

09/2004 - 09/2007

Dipl. Betriebswirt
KUKA

01/2000 - 01/2004

"Vertriebscontrolling im Anlagenbau
Fachhochschule Ingolstadt Betriebswirtschaft

Notes / specifics
Studienschwerpunkte: Controlling & Logistik

01/1995 - 01/1999

"Service Nonwoven"
Autefa Solutions

Notes / specifics
Ausbildung und Festanstellung im Bereich "Service Nonwoven" (1998-1999) Industriekaufmann

____________________________________________________________________________________________________

01/2022 - Today

DIN Arbeitskreis für Service Excellence

Der Arbeitskreis entwirft DIN-Normen für die Umsetzung von Service Excellence

08/2017 - Today

Leiter Fachgruppe "Maschinen- und Anlagenbau" des KVD Kundendienstverband Deutschland

Organisation von Netzwerktreffen