Felix Pichardo Meuly

Senior Manager with more than 20 years of experience continuously creating, developing and implementing new and innovative work models for the right development and performance of the teamworks adding value to the organization and facilitating the change, leading by the example.

Independent Consultant – 04/2024 to date

Provide consulting services for leadership, service management, business presentations and KPI’s analysis.

Service Control – 06/2023 to 02/2024

HISPÁK, Mexico

Management, planning and control of the field personnel, including the making of SLA proposal and spare parts sells according to the sales objectives.

• Creation and implementation of different service control procedures.
• Reorganization of the field assigned installed base, reducing the operational costs by 20% ($10k USD of savings).
• Increase 30% the sales of spare parts & service contract ($2.2 million dlls)

Provide consulting services for leadership, service management, business presentations and KPI’s analysis.

Maintenance Manager – 11/2019 to 06/2021

PROVETECNIA, Mexico City – Mexico

Management, planning and implementation of the service strategy to secure the correct functioning of the installed base, including CT and X-Ray Instruments for Airports Security.

• SLA’s and projects management.
• Creation and implementation of basic KPI’s including %MP, Fixe Time Fix Rate and %Proactive Maintenance.
• Creation and start-up of the training coordination for local FSE’s.

Ortho Clinical Diagnostics, Mexico City – Mexico

Management of the service area to support the post-sale activities, including project management, training, corrective, maintenance and proactive services, besides the personal development of the collaborators.

• I Improved by 18 points the NPS, between 2017 and 2019, achieving a final score of 80% of Promoters.
  • I achieved the “NPS Improvement Customer Excellence Award 2017”.
• I reduced 50% of Spare Parts Inventory Cost, saving $15MMXP.
• I increase 10% of service sales between 2017 and 2018, achieving a total sale of $504K USD.
• I implemented the E-Connectivity Monitoring Center for Mexico.

Scientific Games, Mexico City – Mexico

Management, ideation, development and implementation of the service business model for the improvement of the quality.

• Development and implementation of KPI’s (%MP, Response Time, Call Rate).
• I reduced the SLA penalties by 83%, saving $24K USD.
• I reduced in six months the corrective activity by 10%, generating savings for $54K USD for Service Costs.

• Master in Innovation for Enterprise Development – 2019 ITESM Toluca

• B.S. Electronic Systems Engineer – 2003 ITESM CEM

• B.S. Psychology – 2020 – to date UNAM FES Iztacala