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TAC Santa Cruz starts operations
-TAC reported directly to Quality and was led by Charles Feder.
-Support via phone and fax.
-No computers or data base.
-Only supported distributors.
-Mostly giving support on products such as: M10, M12, Starbase. -
FSE role created - Gerhard Schagerer hired
-Quality VP (Linder Fry) created FSE role to support product issues.
-Product issues where manually updated on a binder.
-Issues where reviewed by a small team (RRE and Quality).
-There were no metrics and minimum visibility to sr. staff.
The position of the FSE was the result of a 2003 QA Strategy project.
At the time there was frustration voiced from outside sales -
iAvenue implemented in TAC
-Data base software to capture and interact with customers.
-Minimum data was captured and no reports where available.
-TAC expanded and about 30 TSR's here hired.
-No automated way to escalate cases to FSE. -
GCC transfered from Quality to Operations
-Gerhard Schagerer became the FSE manager.
-Chris Skulley hired as Field Support Engineer.
-Discovery 640 Bluetooth headsets go mainstream. -
Sales Force implemented in GCC
-Formal process created for capturing customer information.
-Discussions on creating escalating process to support product issues. -
Management changes in GCC
-Ed Romson became GCC director.
-FSE reported directly into Ed Romson.
-TAC manager Charles Feder leaves Plantronics.
-New TAC SC manager hired (Debra Olmos). -
CSI team and process created
Worldwide team created to support product issues:
GCC
Quality
Development Engineering
Program Management
Product Management
Operations -
New FSE member hired - Jorge Serrano
-FSE team composed from: Gerhard, Chris and Jorge.
-In charge of: AMER, APAC and APAC India regions. -
Paul van den Berg becomes GCC Vice President
-Ed Romson leaves PLT -
Changes in FSE team members
-Chris Skulley leaves FSE
-Rich Sanderson is hired in FSE.
-FSE in charge of: AMER and APAC regions. -
FSE management changes - Reports into TAC
-Gerhard Schagerer leaves PLT.
-FSE now reports into TAC management (Debra Olmos) -
Changes in FSE team members
-Rich Sanderson leaves PLT.
-Agustin Hernandes hired in FSE.
-FSE In charge of: AMER and AUS regions. -
CRE department created
-Kenn Mackenzie hired as CRE Director taking ownership of World Wide RRE. -
CRE taking ownership of FSE / Changes in TAC Org
-FSE team is disbanded and members are currently working for CRE.
- TAC AMER, EMEA, APAC, APAC India report directly to Paul den Berg.
