Experience

insignia Pty Ltd

• Australia
• Automation Machinery Manufacturing
• 1 - 100 Employee

• Field Service Engineer

  • Jan 2016 - Present



Forum Group

• Australia
• Information Technology and Services
• 1 - 100 Employee

• Field Service Manager

  • May 2014 - Dec 2015

  At the time of joining the company, the Service division was newly formed and so my main role was to set up standard processes and procedures specific to a Field Service business that could be utilized across NSW, VIC & QLD. Reporting to the Chief Operations Officer and working closely with the Service Controllers and Field Service Technicians to ensure all service calls are completed within SLA and customer satisfaction levels are achieved. Responsibilities: • Service full range of Konica, HP, Lexmark & Kyocera products • To ensure all technical escalations are followed through to completion • To ensure Service Technician training levels with all manufacturers are kept up to date • Conduct stock takes with all Service Technicians on quarterly basis • Conduct regular meetings Achievements: • Employed Service Technicians across the 3 States (NSW, VIC &QLD) • Set up KPI’s for Service Technicians • Created training plans for Service Technicians to ensure they could achieve their KPI’s • Conducted Customer Service and troubleshooting training sessions • Set up knowledge base and technical forums for internal use. This was a great achievement and widely used within the company. • Created van stock and warehouse holdings for all technicians and conducted regular audits Show less



FUJIFILM Upstream Solutions

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Field Service Manager

  • Jan 2002 - Jul 2013

  Responsibilities: • Service, installation and maintenance of the full range of Ricoh, HP, Lexmark and Xerox products. • Liaise with Customers, Sales team and external Vendor Technical Support teams • Troubleshoot problematic machines and expedite the resolution of unresolved escalated technical issues • Provide on-site assessments of technicians for review purposes • Maintain and improve our documented knowledge bases to ensure all technical information is updated • Maintain a high level of first fix fault resolution of new service calls through technical screening and parts recommendations • Conduct Induction program for all new technicians • Working with the Service Manager and provide input into the annual performance review process • Conduct and direct warehouse stocktakes and technician van stock levels • Organise regular team meetings, presenting team KPI’s and discussion of technical bulletins • Actively review our processes and activities to aid in the improvement of our service offering Achievements • Organised and conduct Customer Service courses for Field Technicians • Prepared group presentations on innovative strategies to improve Service Levels Introduced Service Newsletter which eventually became a companywide Newsletter Show less



Fujitsu Asia Pacific

• Australia
• IT Services and IT Consulting
• 700 & Above Employee

• Field Service Engineer

  • Feb 1996 - Nov 2001

  1999 – 2001 - EDS/Commonwealth Bank – maintenance, service and repairs of all desktop and LAN equipment: - All aspects of desktop including network troubleshooting, software upgrades, rebuilds of NT servers and workstations - PC’s : IBM, Compaq, Dell, HP, IPEX - EBS (Electronic Brokering Service) is the group responsible for the buying and selling of Australian and foreign currencies. Working in a team of four for one week in four weeks, was responsible for maintenance and repair of VAX server and client hardware as well as CISCO routers for 37 banks across CBD. This was a very high profile client with strict SLA’s and heavy fines – personally never missed a SLA. 1998 – 1999 Sydney Water, CSC (Cluster 3), Mayne Nickless, Energy Australia, Hawker De Havilland at various offices around Sydney - As the chief Midrange Systems Field Engineer (Unix/AIX) was responsible for maintenance, service and repair of a number of IBM RS6000 servers. - Attended monthly client meetings and performed account management - Performed hardware backup support for internal Fujitsu Teamservers (NT & UNIX) systems 1996 – 1998 CSC and Westpac at Bondi Junction, City, Parramatta, North Ryde, Concord, Chatswood offices. Working in a team of 12, performed service, maintenance and repair of the following equipment: - Mainframe Printers devices - Continuous form – IBM 3800 and Siemens 2140 (high speed and volume printers) - Cutsheet – IBM 3825, Kodak 3827 (high speed and volume printers) - Mainframe Tape Drives & Controllers - IBM 3480/3490 - Memorex 3221/3224/3228 - Mainframe processors & DASD - IBM 3990/3390/3090 and ES9000/9021 - IBM 3725/3726/3745 and IBM 3174/3274 - stand by roster covering 7 x 24 with strict SLA’s - conducted several training sessions for IBM laser printers to field engineers both here and interstate Show less