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Name: Walter M. Auer
Birth: 09.07.1960
Mother: Adele Auer, Housewife
Father: Walter Auer, Elevator Service Technician
Family status: married, 2 Sons (Benjamin and Philipp)
School and business Career
Highlights – most important development steps:
1966 - 1969 primary school
1970 - 1974 grammar school
1975 - 1977 commercial traineeship, PHILIPS (Certificate: chamber of commerce)
1978 Military service, communicator
1978 - 1979 Philips domestic appliances, order department
1980 - 1982 Philips Medical Systems, offerings and tender department
set up IT supported Offerings
1983 - 1984 Philips Medical Systems, Customer Services, Spare parts department (Logistics)
first job with sole responsibility, gained first experience in personnel management
built up a database supported electronic stock control system (dBase II)
1985 Philips Professional Systems, Customer Services, Spare parts department
(Logistics)
Professional Systems consisted out of: PMS, AVS, S&I, Car telephony,
continuation in gaining experience in personnel management (2 employees), Organization
of stock
1986 - 1989 Philips Professional Systems, Customer Services, Head of Service Support
(Logistics incl. stock, Customer Service operations control, Invoicing, Service marketing)
continuation in gaining experience in personnel management (5 employees), first time
member of the departmental steering committee,
built up Service contract business essentially contributing to turnover and margins in the
professional customer services area.
1990 Philips Data Systems, Customer Services, Service marketing
Conceptual Blueprint for a PLES-Marketing concept (PLES=Personal Level Equipment
Service)
1991 - 1993 Philips Medical Systems, Customer Support, Service Marketing
established the service contract business in Austria.
Development of revolutionary Service contract concept with an international workgroup,
Product-launch in Austria, Switzerland and Germany South. (Service-Turnover development
Austria: 1990: 50,5 Mio ATS -> 1999: 126,1 Mio ATS), Development of integral Customer
Services Budget Spreadsheet
major input to yearly service budgeting,
Sales of service contracts (Incentive scheme), first strategic business input (Sales and
Service)
1994 - 2000 Philips Medical Systems, Customer Support, C.S.-Manager Austria

2. Member of PMS Austria management committee,
personnel responsibility: 60 employees.
Restructuring management structure of branches, installation of "Virtual Call Centre"-
Structure (Award from SSR-Europe for best call centre structure in Europe), company cars
for service engineers established. (company car policy was widely established for entire
Philips Austria later on)
Bonus scheme for branch managers established,
new time model for service engineers established, remote support activities as part of our
offered portfolio established, "engineer-online-reporting" established, "electronic-
maintenance-records" established, hosting of "service-management-information-system"
transferred to Switzerland. (major cutting of IT-costs)
further projects realized: second reorganization of call-centre-structure,
participation in international working group "customer support competences validation"
2000 - 2002 apc interactive solutions ag, international manager customer care centre
setup after sales business activities, personnel recruitment for operational management,
second line support und outsourced partners for onsite support. Established Service job
reporting, field problem reporting und change request organization.
Established lifecycle management, contract management and invoicing.
Established standard contracts with outsourced service partners.
(5 employees)
Mid 2001 apc interactive solutions ag, international manager implementation and after
sales services
the domain of project realization was incorporated into the department IAS
(implementation & after sales services)
established outsourcing contracts with project realization partners
set up structured training program for service engineers (in-house and outsourced),
structured service documentation, quality-control and quality assurance, structured
escalation tracking, implementation and development of a service module as part of an
ERP-system (first application from this specific vendor in Austria)
Trigger and participation in selection of logistics and warehousing partner
2002 – 2004 Philips Medical Systems, SSR EMEA (Netherlands), Reliability Improvement
Manager
Development and implementation of database supported structured reporting of field
performance data, communication line into development and production established.
Development and implementation of an international escalation reporting and tracking
system (VIPER, still PMS standard application, Award from Youko Karvinen)
Development and implementation of an Early Alert System
2005 Philips Medical Systems, ALPS (Switzerland and Austria), Business line manager
X-Ray
Responsible manager for budget realization and market development in the business
segment X-Ray (targets exceeded both years)
2007 Philips Medical Systems, DACH, Clinical Segment Manager Cardiology
Team member of GSSI Taskforce Cardiology and representation of DACH
Built up infrastructural framework for the clinical segment cardiology
Leaded marked study for the German (partly Austria and Switzerland covered)
cardiology market
Closing: Blueprint „Go to market model“ key market DACH, facilitating the rollout to other
GSSI key markets.
2010 Philips Austria GmbH, Healthcare Systems, Account Manager Area Vienna
Responsibility for Account development of Medical Care providers in the Public- as well as
in the private field.

3. The Vienna Customer landscape is covered together with a colleague, whereas the
following main customers, are covered by myself:
KA Rudolfstiftung (KAV)
Vienna AKH
AUVA
Barmherzige Brüder Austria
Private Radiologists and CT/MR Institutes
2014 Philips Austria GmbH, Healthcare Systems, Account Manager Area Vienna
As of June 2014 I asked for a reduction of my contract to 30 hours/month due to a heart
disease in late December 2013.
A reduction of the accounts to be covered was agreed upon.
This new setup worked out very well – my target for the year 2014 could be exceeded to
116 % although I was out of my job for rehabilitation (4 month)
12/2014 Philips Austria GmbH, Healthcare Systems, Account Manager Area Vienna
My employement at Philips was quitted due to reorganisations by 15th
of May 2015.
extra-occupational continued education: (in timeline order)
•Electric course
•Sales training
•Stock control training
•Time-Management training
•Creativity training
•Business negotiation techniques training
•Marketing-Management I
•Marketing-Management II
•Marketing in customer services training
•Market research in customer services training
•Service Management Seminar I
•Prof. Service Management Seminar II
•Leadership training I
•Appraisal interview training
•Conflict management training
•PQA 90 Auditor training
•"Needs based selling"-training
•Advanced AC
•Structured interview-training
•various IT application training
•Customer focussed selling training

4. Private interest / hobby / developments:
My most important hobby is Music in the widest sense.
Due to increasing business involvement my activity as a drummer in a band suffered for a long time.
I´m catching up actually with enthusiasm to preserve and even extend my capabilities.
I’ve build up a small home studio as well to keep in touch with making music.
This covers aspects of composing and arranging titles as well as playing various instruments and finally get
more experienced in recording and mastering techniques.
I called my small venture „Bulls Enterprises“- and from time to time I realize smaller musical projects.
This offers a nice antipole to my challenges within my professional job, although it’s again all about building
good relationship with customers and meet their quality expectations or exceed them.
It keeps me in touch with music production process-wise as well as technique-wise.
I’m not a sportsman; except if motorcycling, sailing and curling stone is considered as sport. I like it very
much, because you’re in touch with nature. On top of that motorcycling and sailing shows me how mighty
nature is. That puts challenges I’m facing in my professional career, into perspective.
Finally my role as „father“ is almost over due to the age of my sons, but it converts into a role of private
consultant. I’m glad about the good relation with my sons and happy they’re sometimes asking my advice.
The most challenging, but as well most interesting private project is to rearrange ourselves live with my
female partner. Childs are out, which was the driving force for a long time and they leave a vacuum, which
has to be filled with new sense. I’m looking forward to our new live.
Walter Auer
Vienna, 09.05.2015