Municipal Service Support Manager

• Jun 2022 - Present

Municipal Field Service Team Leader

• Jun 2021 - Jul 2022

Field Service Team Leader covering UK/ Ireland supporting the Service Delivery Manager in the effective management of the service team.To develop and maintain good working relationships with customers through providing best in class quality service by; - Carrying out preventive maintenance and commissioning work- Providing timely reporting on progress / delays, submission of risk assessment work reports, time sheets and all other documentation- Offering the client after-sales technical and commercial support and feedback on future product development, feature and functions- Looking for recommendations and opportunities to improve the clients system, (reliability or productivity) and where appropriate QOF the client for parts, consumables or plant- Undertaking upgrades and refurbishment work Provide support to line manager with team management including; - Attending site visits and customer meetings- Completing engineer audits including van stocks and ensuring all PPE is maintained correctlyAdministrative support;- Onboarding of new engineers- Carry out breakdown work – troubleshooting /fault finding- Liaise and work with the appropriate sales team Show less

Technical Services Team Leader

• Nov 2020 - Jun 2021

Working as part of a 24/7/365 Technical Service Centre, assisting with the management of the day-to-day activity, development, effectiveness and quality of the work undertaken by the team. Responsibilities include; - Managing the day-to-day activities of the team in accordance with company procedures, including the delegation of tasks where needed - Ensuring team guidelines are always adhered to - Developing the skill sets and competencies of the team, including helping with personal development plans and training schedules - Monitoring the performance of the team and the individual members against performance objectives and targets set - Performing hands on technical work to maintain technical knowledge and therefore providing overflow capacity when required by the team - Liaising with the team managers regarding support and customer issues and escalating these where required - Helping with the management of team motivation which would include reporting any issues back to the team management - Performing HR activities for all direct reports, including, but not limited to sickness reviews, one to ones and appraisals - Supporting and mentoring team members, providing on the job training where required - Collaborating with teams to achieve fault resolution - Liaising with other internal departments over any customer queries/disputes or escalations - Continually keeping abreast of new procedures and implementing them when necessary - Scheduling the staff rota system - Diagnosing customers problems as methodically and efficiently as possible - Providing telephone and email support for customers, including logging issues on internal systems - Effectively managing technical support complaints within agreed SLAs and producing reports where applicable - Providing reports and advice to management when required Show less

Service Team Leader

• Oct 2018 - Nov 2020

Working at dual Jaguar Landover sites, to supervise a team of engineers in maintaining Atlas Copco equipment and Synatec systems.Supervising the current teams on site, whilst working within the teams delivering support, including shift management, daily work planning, customer feedback and reporting of the contract KPI’s to Jaguar Land Rover and Atlas Copco management team.Responsibilities include;- Manage the HR needs of the onsite team (holiday requests, appraisals, training, concerns etc)- Organise and manage Atlas Copco stock- Create 4 way panels showing value add service- Carry out ad hoc projects as required- Maintaining team motivation on a high level- Keep continuous personal and team development- Team performance management- Continuously standardise and improve the service operation workflow to improve quality and efficiency.- Taking ownership of the customer’s problem and with the support of the service team and see the problem through to its conclusion- Taking ownership of jobs to ensure that they are concluded to the customer satisfaction- Supporting Atlas Copco’s sales and general service sales activities by developing and maintaining key customer relationships and satisfaction- Manage the Variable Cost Spend compiled, costed and sent to Customer- Ensuring high quality work delivery for the customer and fulfilling the scope of the contract.- Customer and Atlas Copco KPI tracking- The single point of contact for the customer Show less

Synatec Service Engineer, Team Leader

• Dec 2014 - Nov 2020

To maximize the profitability of our service business by providing a professional engineering service as part of the central service team at Jaguar/ Land Rover plant, Solihull.To provide technical and applications support to customers for all Synatec hardware and software products.To be part of the applications engineering team to support critical customers and/or projects.Responsiblities include;- Work alongside the Project Management and be the customer interface.- Manage the deployment and support of internal system ensuring that tasks are completed by each team member.- Assigned schedules, coordinate the support team and allocate resources to ensure efficiency and productivity are maximized.- Collect customer requests and with the project management, engineering and sales in providing an appropriate response.- Liaise with the customer on a daily basis and provided weekly review meetings.- Responsible for providing the customer with daily reports which act as a fault finder indicator.- Researched, analyzed and recommended implementation of new technologies or system hardware.- Manage and responsible for the morale of a 5 persons on-site support team.- Responsible for the organization of the support team shifts and relevant allowances.- Ensure training gaps in performance or quality are identified and addressed within the team.- Involved in the recruitment of new staff. Show less

Synatec Service Engineer

• Jun 2014 - Dec 2014

To maximize the profitability of our service business by providing a professional engineering service as part of the central service team at Jaguar/ Land Rover plant, Solihull.To provide technical and applications support to customers for all Synatec hardware and software products.To be part of the applications engineering team to support critical customers and/or projects.Responsibilities include;- Responsible for assisting with on-site support all Synatec products, including customer training, product installation, resolution of customer issues and programming support. - Identify, define, develop and execute new or refined applications and support processes and procedures with all Synatec customers. - Responsible for providing timely technical support via telephone and email or on-site support for all Synatec products to ensure the highest level of customer satisfaction. - To undertake installation and problem solving on all network installations. - To diagnose problematic and inefficient performance of all Synatec products and take appropriate action to rectify performance. - To carry out pre delivery testing and inspection of Synatec equipment as appropriate prior to delivery / site installation. - To take ownership of the customer’s problem and with the support of the Synatec service team see the problem through to its conclusion. - To take ownership of jobs to ensure that they are concluded to the customer satisfaction. - To liaise with our Service Centre and co-ordinate support requirements. Show less

Process Technical Coordinator/ Procurement Document Expeditor

• Nov 2012 - Aug 2013

A Techincal Process Coordinator for Jacobs UK Ltd, one of the world's largest and most diverse providers of technical, professional, and construction services. Building strong, long-term relationships with our clients is the key to our success as a company. Services include scientific and specialty consulting as well as all aspects of engineering and construction, and operations and maintenance. Involved in a Chemicals 1 Envelope within a multibillion dollar SADARA Grassroots Petrochemical Complex in Saudi Arabia. Duties Involve; •Assist in overseeing the development of two units within the envelope and overall project support within the Front End Engineering Design phase across all units, including technical support to both the project and owner team. •Involved in the writing and submission of Interface Queries from contractor entities across all envelops within the project. •Responsible for internal and external (Foster Wheeler) Interface Management Database updates, action procedures to allow Phase 2 closure. •Communicated with inter-departments to understand and work as per production schedule. •Recorded and maintained expediting information in existing purchasing systems as applicable to specific purchase orders and vendors. •Worked in tandem with sales, marketing, production and engineering staff. •Ensured that workflow is according to production and shipping schedules. •Analyzed and determined what production activity should be carried first. •Discuss production progress with departmental heads and request the date of completion for further arrangements. •Assisted various departments with engineering support, queries, requirements & submissions of documentation. •Generated, maintained and posted project expediting progress and status reports. •Adhered to department policy, procedures and directives regarding expediting activities and assignments. Show less

ARRC Infrastructure Engineer

• Sep 2010 - Dec 2012

Tested and implemented the new Falcon Secure Trunk Communications System into the British Army which provides a modem, secure communications infrastructure for deployed formations and operating base.Trained in computing hardware provided by the ARRC Infrastructure program and Thales-produced command and control software. Involved in the set-up and the maintaining of the information communication system, which implicated the set-up off server, rooter stacks and the creating off 300 users' accounts.Provided 2nd Line Help Desk support to the main Headquarters. Responsible for the provision of information and communication services to staff officers at main headquarters within Germany. Show less

Telecommunications Supervisor

• Sep 2007 - Dec 2012

My current position as a Communications Sysytem Operator is to establish and maintain secure/insecure voice and data communications via HF, VHF, UHF and SHF using a wide variety of equipment and platforms from many different locations UK and worldwide.This role entails working both as a team and independently to achieve the maximum effectiveness.As a CS OP my job requires a huge amount of professionalism at all times to ensure all form of communications are fluent and successful.

Telecommunications Engineer

• Sep 2003 - Oct 2007

Playing a vital role in maintaining the operational effectiveness of telecommunications equipment with a value in excess of £10 million pounds as well as the day to day maintenance and forward planning.Managed a team of 4 engineers responsible for their morale, welfare nand personal development.Involved in tasks which included cable infrastructure and staff support to rapid deployment of battle winning Mission Critical services.Providing robust communications and information systems, as well as professional administrative support to the headquarters. Show less

Telecommunications Engineer

• Nov 2004 - Aug 2006

Provided a robust Communications Information Systems Support in order to support the Royal Air Force. Under direction maintained the operational effectiveness of telecommunications equipment.Establish and maintain secure/insecure voice and data communications via HF, VHF, UHF and SHF using a wide variety of equipment and platforms from many different locations UK and worldwide.