1. CURRICULUM VITAE
Bob Wouters
Prinsenbos 143, 1502 Lembeek
Mobile: 0497/512907 (until 31/05/2015)
E-mail: bob.wouters2@telenet.be
Born in Halle on 18 June 1975
Marital status: married
3 children
Dynamic people manager with technical expertise and excellent operational skills
(mainly in the printing industry)
Profile:
+15 years experience in several B2B Customer Service positions (field/helpdesk service,
refurbishment and management) in an international environment. Characteristics:
dynamic, precise, pro-active, analytical, multi-lingual and excellent operational skills.
Objective:
Looking for a technical/management job in Customer Services. (preferably in an
international context)
Education:
Degree of Higher Education: 2003-2005: Master Commercial Sciences
(VLEKHO Brussels, Belgium)
2002-2003: Bachelor in Commercial Economics
(HONIM Brussels, Belgium)
2002-2003: Bachelor Marketing
(Hogeschool Brabant Tilburg, Netherlands)
Courses: business strategy, integrated marketing,
leadership, human resources, management consulting
1994-1997: Graduate in Marketing
(HONIM Brussels, Belgium)
Main subjects: marketing, sales, logistics and purchase
Degree of Secondary Education: 1987-1993: Industrial Sciences
(Don Bosco Halle, Belgium)
Main subjects: mathematics, informatics, electronics and
mechanics
Other education: Technical trainings at Scitex/Creo/Kodak
Minds in motion
Customer Relationship Management

2. Best practices in Customer Support
Sales training (Inventi)
Joomla! Webdesign (GLTT)
Coaching of employees (Cevora)
Change Management (Cevora)
IT Service Management according ITIL (Cevora)
Projectmanagement in Multiproject organizations
(Cevora)
Work experience:
01/2014-17/04/2015: Kodak Certified Systems Operations Manager at Kodak,
Excelsiorlaan 87, 1930 Zaventem, Belgium.
Key Responsibilities:
• In charge of the Kodak refurbishment center for commercial imaging devices, packaging equipment and
plate line equipment. (printing industry)
• Buy back of devices, organize onsite packing and device return transport
• Maintain inventory and promote the returned used equipment to the sales force
• P&L, cost control/ reduction
• Streamline the daily refurbishment operations, refurbishment planning, fine-tune and roll-out new work
processes, coach employees to meet deadlines
• Actively refurbishing of equipment
• Sign off of each refurbished device: quality and operational check
• Equipment packing and organize equipment transport
11/2007-12/2013: Hardware Products Remote Support Manager at Kodak,
Rue Général de Gaulle 62, in La Hulpe, Belgium.
Key Responsibilities:
• In charge of a team of 15 remote support specialists, in the fields of Prepress Solutions and Document
Imaging, primarily located in La Hulpe, but with some satellites in a number of countries.
• Responsible for the full daily resources planning and long term planning.
• Determination of language and technical training requirements for the HW team members.
• Responsible for the determination and monitoring of Key Performance Indicators at the level of call
volume, response time, remote resolution, mean time to fix, parts usage efficiency, customer satisfaction,
language coverage, escalations.
• Budget calculations, monitoring revenue and costs (if needed take measures).
• Mapping future remote projects and responsible for the implementation. Driving change within
centralized Customer Service department
• Giving remote support during workload peaks
• Part of the European Service Management team.

3. 10/2006-10/2007: Team Leader Remote Support Hardware at Kodak GCG, Drève
Richelle 161, in Waterloo, Belgium.
Job description: combination of technical support as a remote support specialist in
the European Support Centre and team leader of the Hardware group.
08/2006-10/2006: Senior European Remote Support Engineer at Kodak GCG, Drève
Richelle 161, in Waterloo, Belgium.
Job description: Provide mainly remote support and sporadically on-site support on
breakthrough technological products in the graphical arts industry. This includes customer
calls, call follow up, reporting and providing feedback for improvements in products and
working methods in an international environment.
04/2006-07/2006: Sales Representative at A2Z (Econocom), Jan Bogemansstraat 249, in
Wemmel, Belgium.
Job description: As a sales representative I was responsible for selling the A2Z Total ICT
concept, an IT user related outsourcing service. My task consisted in establishing new
relationships with C-level decision makers of SMB companies. My goal was to optimize their
ICT infrastructure and the related service level at a lower cost. To obtain such an interesting
offer I had to make a thorough financial and technical study.
1998-04/2006: European Remote Support Engineer at Kodak GCG, Drève Richelle 161,
in Waterloo, Belgium.
Job description: Provide mainly remote support and sporadically on-site support on
breakthrough technological products in the graphical arts industry. This includes customer
calls, call follow up, reporting and providing feedback for improvements in products and
working methods in an international environment.
10/97-10/98: Dispatcher/Installation planner at Scitex Benelux, Drève Richelle 161,
in Waterloo, Belgium.
1997: Internet-workshop and advertisement workshop for Erasmus-students.
1989-1996: a one-month student job at Colruyt, Edingensesteenweg 196, in Halle.
1996: Eight-week trainee at De Streekkrant as advertising consultant,
Volpestraat 30-32, in Halle.
1995: Two-weeks trainee at DYCO (= specialized in textile);
Avenue de l’Indépendance 75, in Brussels.
Linguistic skills:

4. Language Spoken Written
Dutch Mother tongue Mother tongue
French Good Good
English Good Good
German Good Good
Computer skills:
MS Office, Access, Visio, OS Windows 95/NT/2000/XP/2003/2008, Mac basics, Quark and
Photoshop: basics, Joomla! Webdesign, Dreamweaver basics.
Repairing and configuring of DELL servers
Kodak workflow software and device controller software
Other information:
Sport: road cycling, running and soccer
Other interests: exploring other cultures, traveling, outdoor adventure …
Driving license: B
Driving license: diesel forklift