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Professional Experience
  • In 1994 founded Alexander Consulting (a boutique consulting firm focused on building brilliant services businesses within product companies).
  • Author or co-author of over 100 articles, five studies, four white papers, and four books, including Seriously Selling Services and The Brilliant Service Professional.
  • Hands-on services consulting (strategy formulation, market intelligence, voice of the customer research, service quality, sales effectiveness, culture change).
  • The services pundit for IBM’s 2003 Global Services Headlights program.
  • Served for six years as AFSMI’s vice president of professional services.
  • E-business subject-matter expert for the four-year duration of the U.S. Commerce Department’s Inter-American e-Business Fellowship Program.
  • Spoken, consulted, and trained on services in 17 countries.
  • Has been designing training and learning systems for 21 years.
  • Doctorate in human resources development.
  • University faculty member in the U.S., Europe, and Mexico.
  • Academic research focus was on accelerating learning.
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Professional Experience
  • Proven services executive knowledgeable in all aspects of successfully running services businesses within product companies.
  • As Emerson’s global vice president of service, traveled the globe championing the creation of services businesses inside Emerson.
  • Successfully built Liebert Services from $20M to a very profitable $250M global business.
  • Took services at Diebold from $10M to $220M in 15 years, while doubling the profit percentage.
  • Strong in all aspects of building services inside of product companies with particular depth in operations performance.
  • Stellar business development capabilities; has successfully managed 10 services acquisitions.
  • Honored as AFSMI’s (the global services association) 1995 Man of the Year.
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Professional Experience
  • Over 25 years as a senior services executive and advisor in the international high-tech services industry with proven successes in strategy, major transition and transformation, service marketing and selling, outsourcing, service design, innovation, and serviceability.
  • Head of Global Services at Ericsson Business Systems, champion and key architect of Ericsson’s global service business strategy.
  • Affiliations with Cambridge University Service Alliance, University of Karlstad’s Service Research Centre and TAFE, Melbourne, Australia.
  • Global change agent building professional services businesses within a product company culture.
  • Vice president EMEA (1993-2003) and International Board of Directors, AFSMI (1996-2003).
  • Acknowledged services industry thought leader. First European to receive the George O. Harman Award for outstanding contributions to the technology services industry.
  • Author and co-author of several research publications including Service Planning and From Service Professionals to Professional Services.
  • Multinational, multicultural sensitivity. Frequent chair, expert speaker, and trainer in more than 40 countries.
  • Master of Science in Technology Services Management
  • Visiting Professor, Liverpool John Moores University
  • Certified Field Service Manager, ITIL Certified
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Professional Experience
  • Thirty years of experience as a services executive in the high-tech industry leading change and driving innovation.
  • Significant international and multicultural experience from working in Asia Pacific, Europe, and the U.S., managing and consulting world-class service organizations.
  • Accomplished service business merger and integration champion and a proven problem solver.
  • Expert in performance and productivity improvements, (Six Sigma Black Belt), including reengineering, streamlining, and improving service operations and business processes.
  • Experience in delivering growth and profitability for organizations ranging from start-ups to multibillion-dollar services businesses, including traditional support and professional services.