Experience

Toyota Material Handling Australia

• Australia
• Transportation, Logistics, Supply Chain and Storage
• 200 - 300 Employee

• Area Sales Manager

  • Jun 2021 - Present

  Responsible for maximising sales volume and market share through the growth of new unit sales within an assigned region by building relationships and gaining new business with current and future clients. Responsible for maximising sales volume and market share through the growth of new unit sales within an assigned region by building relationships and gaining new business with current and future clients.



Hyundai Motor Company Australia

• Australia
• Automotive
• 200 - 300 Employee

• Area After Sales Manager

  • Mar 2020 - May 2021

• Corporate Vehicle Fleet Controller

  • Oct 2019 - Mar 2020

  Vehicle asset management for head office operations.Including but not limited to:Coordinate vehicle processing.Control budget allocations for vehicle fleet expenses.Coordinate vehicle grounding processes, repair and reallocation of incurred costs as part of vehicle disposal activities.Administration duties such as external lease invoicing, purchase order cycle management, and maintaining a level of high accuracy as part of vehicle utilisation record keeping. Ensuring wholesale and stock turnover objectives are achieved. Manage company vehicle stock takes and result reporting.Maintaining a high level of collaborative communication with relevant internal and external suppliers.



Chatswood Toyota

• Service Operations Manager

  • Jul 2018 - May 2019



Lexus Australia

• Australia
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Aftersales Operations Manager

  • Oct 2009 - Dec 2017

  Building and maintaining the Lexus brand image through the implementation and communication of strategies, and best practice operations to the national dealer network. Supporting the achievement of department sales objectives, including targeted volumes, service market share, customer experience and dealership profitability. Working collaboratively with multiple internal divisions and departments, the dealer network and external agencies to deliver on short, mid and long term planning objectives. Compile network retail targets for senior management approval, and distribution. Manage primary dealer staff incentive program and ad-hoc targeted incentive offerings. Maintain a high level of dealer operational effectiveness through support and auditing in relation to National Dealer Operating Standards, warranty processes & claims, and department policy regulations. Serious customer complaint management and support to maintain industry leading levels of customer satisfaction.



Toyota Motor Corporation Australia

• Australia
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Aftersales District Operations Manager

  • Jan 2009 - Sep 2009

  Provided advice on and assisted department managers in the self implementation and management of aftersales programs, policies and standards, monitoring KPI achievements, developing shortfall countermeasures and action planing in order to maximise profitability objectives, staff retention, and guest satisfaction.Implementation and communication of Parts & Service strategies and best practice operations within the Toyota Dealer network. Improve Dealer operational excellence by facilitating access to necessary equipment, resources, expertise and support in order to maximise profitability, guest satisfaction and retention.Implement, train and mentor network staff on National Operational Standards programs.

• Aftersales Kaizen Coordinator

  • Jun 2006 - Dec 2008

  Implementation of Aftersales Kaizen (continuous improvement) strategies, systems and processes within key Toyota Dealership sites. Including Express Maintenance, Fix It Right, process improvement meetings, workshop layouts and planning, staff training and mentoring, Parts Department operational improvements, warehousing layouts and internal department interaction operations.Toyota Motor Corporation (Japan) Certified Standards Program Dealer Evaluator, assisting with certification, sustainment and re-certification of dealership program standards.

• Regional Technical Field Manager

  • Nov 2003 - Jun 2006

  Provided technical operational support for the franchise network to ensure customer satisfaction with their Toyota product/s, assisting with maintaining the brands image of quality and reliability.Customer interaction and case management for complex/serious technical issues. Collaborated with the (internal) Customer Relations Centre to address customer enquiries and concerns in a timely and efficient manner.Delivered group and individual training/mentoring in relation to Fix It Right technical diagnosis and concern escalation procedures. Facilitated and presented at technical meetings .Monitored and analysed dealer and internal departmental reporting to identify gaps in technical ability, potential product concerns and new vehicle model performance.Case management reporting, product warranty "out of policy" claim review and authorisations, field repair training and technical repair process auditing.

• Regional Technical Support Analyst

  • Sep 2002 - Nov 2003

  Extracted, compiled and distributed key technical KPI reporting to internal departments and within the Toyota Dealer Network.Monitored and managed field product repair activities.Monitored and reported serious case issues.Coordinated technical training enrolments and attendance reminders.

• Customer Relations Coordinator

  • May 2000 - Aug 2002

  Primary contact for customers at a distributor/manufacturer level.Responsible for end to end case management from all incoming customer channels. Collaborated with key internal and external stakeholders in order to resolve queries and close cases in a timely and efficient manner, to meet customer expectations.Utilised complaint management techniques to support negotiations, ensuring a satisfactory outcome for all parties.Serious case early identification and escalation processes.



Stewart Automotive Group

• Automotive
• 1 - 100 Employee

• Automotive Technician

  • Feb 1993 - May 2000

  Trade certification (Automotive Light Vehicle). Toyota Master Technician status. Positions trained up for as primary relief included Warranty Clerk, Workshop Controller, and Road Tester. Included a six month period working within the Pre-Delivery department conducting new vehicle mechanical inspections, fitting accessories, and vehicle detailing. Final position held for a 12 month period was as a Service Advisor - primary customer facing role for the Service Department. Trade certification (Automotive Light Vehicle). Toyota Master Technician status. Positions trained up for as primary relief included Warranty Clerk, Workshop Controller, and Road Tester. Included a six month period working within the Pre-Delivery department conducting new vehicle mechanical inspections, fitting accessories, and vehicle detailing. Final position held for a 12 month period was as a Service Advisor - primary customer facing role for the Service Department.