Mike Williams

Working with customers both remotely and during site visits to determine their needs and help guide them to further improve their processes. This involves interacting with many other departments within EPS corrugated providing guidance to product management, development, services, customer success and sales in terms of how we can best serve customers.

Customer satisfaction measured through customer response to NPS surveys will help determine the effectiveness of the roll and evaluating what adjustments are needed in order to further improve EPS client relationships.

• Previous responsibilities on a Global scale

• Manage daily activities within the EFI services team
• Meeting EFI Corrugated business sector AOP targets
• Synchronize customer projects with service consultant availability to meet on time, in budget plans
• Guiding & motivate EFI service consultants to manage projects, deliver software & train end-users how to optimize EFI’s solution
• Visiting customers, analysing their business, advising customers of optimum solution with ROI analysis
• Bridging gap between sales and customers (old and new) to ensure solutions sold will help the customer realize the benefits of their investment
• Advising product management and R&D of the ever-changing needs of EFI’s customers to keep EFI at the forefront of the packaging and printing industries
• Provide feedback to EFI SLT of market and business shifting demands
• Resolved customer complaints in professional and timely manner.
• Hired, trained and supervised team of service staff members to meet business goals.
• Developed and maintained positive relationships with customers to build rapport and trust.
• Met with customers to discuss service needs and offer available solutions.
• Monitored service staff performance and provided feedback for improvement.
• Coordinated with other departments to maintain streamlined and productive workflow.
• Established team priorities, maintained schedules and monitored performance.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

• Conduct business discovery, documenting current workflows
• Design future workflows that once implemented would improve the customers’ business by optimization of EFI’s software
• Provide guidance to the professional services team, how to install and configure the software where the software will deliver measurable benefits to the customer
• Assist with sales discoveries
• Worked with developers and engineers to realize technological solutions.
• Maintained current and in-depth understanding of business processes, needs and objectives.
• Drafted visual representations of software architecture design for presentation to stakeholders.

• Implement and configure software on EFI’s proprietary technology
• Create and establish detailed project plans for upcoming projects, ensuring timelines are met and delivered within appropriate guidelines
• Test all integration touch points with third party software vendors, to ensure data flows efficiently between software systems
• Work with the software programming languages, relational database system, system data integration, machine interfaces and networking protocols which comprise EFI’s proprietary Corrugator and Converting management software and supply chain management solutions.
• Identified any key changes to project that could affect cost, completion date and customer relationship.
• Identified major issues that could arise and provided solutions for these problems.

• Manage installation, training and consultation projects
• Analyse and document the requirements of the CTI customer
• Produce project plans for forthcoming projects which are acceptable to all parties involved
• Ensuring time scales are met and the project is delivered within budget as described within the proposal
• Implement the required software and configure to suit the customer’s environment such as machines, raw materials, 3rd party software, people, customer orders, etc. This offers maximum optimization of these resources in order to meet both customer and supplier demands
• Test all integration touch points with 3rd party software vendors, ensuring data that flows between different software systems is smooth and trouble free
• Communicate effectively with both senior management and factory personnel to deliver working solutions to any issues identified
• Test the software with the customer to ensure customer sign off and satisfaction
• Train and Educate individuals who will come into contact with the software as depicted by the CTI customer, to fully understand the software, data flows etc. while also being able to use the software in a competent manor in order to maximise its use
• Able to identify other areas of the business where improvements might be made by either implementation of further software, operational procedural changes or a combination of both
• Identified any key changes to project that could affect cost, completion date and customer relationship
• Identified major issues that could arise and provided solutions for these problems

• Carried out the successful implementation of a fully integrated Corrugator planning and scheduling system at a 'green' field site
• Produced project plans to aid in the successful implementation of the planning software detailing activities, responsibilities and time scales including software contract, invoicing and budget requirements
• Worked with site management teams covering issues concerning training needs analysis and changes in working methods either due to, or as a result of, the implementation programme
• Managed the development, implementation and testing of a new integration database, liaising between software suppliers in Germany and America
• Provided 24hr support to users of the planning systems
• Monitor and check the invoices received from the planning software suppliers
• This includes license fees, product enhancements, any project planning and maintenance charges
• Written and delivered training courses for the planning software including trainer’s and user’s manuals to internally set quality standards
• Assess feedback questionnaire
• Advise local management of any problem areas, follow up training requirements.
• Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
• Planned, designed, and scheduled phases for large projects.
• Monitored project performance to identify areas of improvement and make adjustments.
• Provided detailed project status updates to stakeholders and executive management.
• Developed and implemented strategic project plans to meet business objectives.

• Supervision of the production planner and paper buyer
• Co-ordination of all aspects of production planning and control for all pre-production raw materials
• Liaison with raw material suppliers and plastics sub-contractors on quality, cost and service issues
• Implemented quality information flow systems for all graphics and printing operations
• Advised Customer Services on the most efficient production routings for non-standard products to allow correct price estimates
• On-site coordinator for the installation of new Corrugator and conversion scheduling software to integrate with the existing corrugator planning system
• Conducted internal audits to ensure production compliance to with ISO 9002 procedures
• Continued active role on the ‘supervisory’ safety committee (since 1990)

• Responsible for the interviewing and recruitment of a second production planner
• Played an active role as part of the IT team for the installation of a new management business system supplied by David S Smith Division
• Consistently produced plans meeting production targets of 280 thousand square metres of corrugated board per week
• Improved the delivery service level from 85% to 93% of orders on-time
• Minimized overtime requirements by effective balancing of the factory workload whilst continuing to meet order due dates
• Assisted in the installation of an electronic link from planning to the corrugator controller, alleviating the amount of operator paperwork required.

• Personal / professional development through various shop floor responsibilities
• Supervised a team of 12 in the printing, stereo setting and transfer-car functions
• Planned work through the printing section by sequencing orders for each machine ensuring the timely arrival of inks and stereos
• Monitored the movement and flow of work through the plant using a running list for the transfer-car keeping machines loaded and levels of work in progress to a minimum
• Updated BS 5750/ISO9002 procedures to accommodate a new business system
• Finalised the purchase of a Bahmuller Gopfert 2 colour flexographic printer
• Responsible for running the night shift in the event of the shift manager’s absence
• Supervised the running of the corrugator when required by planning.
• Operated machining equipment safely with team of operators.