Experience

Sektor New Zealand

• New Zealand
• IT Services and IT Consulting
• 1 - 100 Employee

• Support Manager

  • Aug 2020 - Present

  Responsible for the overall operation of Sektor Ltd’s service and support function• Increased the Support Team’s revenue by 80% from 2020• Implemented service rate card for value added services to customers• Established third party contractors to support the growing Modern Workplace division• Provide technical solutions to Sektor Group’s business requirements• Implemented a visitor registration system for Sektor’s Auckland office• Project lead for a current storage and workshop expansion within Sektor’s service and warehouse offices• Organise and manage staff training and development for sales support and service teams• Working closely with key stakeholders from Sektor ANZ to implement new sales, service and warehouse management system which will be used by Sektor APAC teams• Coach and mentor for the Support Team Leader as well as Support Engineers• Attend leadership and management courses provided by Sektor Ltd• Provide annual service budget and costs allocation

• Support Team Leader

  • Jan 2014 - Aug 2020

  Sektor Ltd specialises in delivering innovative and efficient technologies for the retail, networking, security, healthcare, ergonomics and mobility marketsPrimary Responsibilities: • Leading and mentoring the Service Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals• Managing and monitoring spare parts ordering with suppliers• Recommending and implementing policies to ensure quality, timely and efficient design of customer oriented services• Working very closely with Team Leaders from other departments to implement strategies and increase profitability, productivity and overall customer experience• Manages and monitors product repairs to achieve a quick turn-around time for customers• Manage and escalate customer complaints in a professional manner• Reporting performance metrics to highlight areas where repair turn-around time, customer support queries are required for enhancing productivity and improve the level of customer service• Attending management meetings and escalate Service Department’s challenges• Mentoring and coaching the Service Department around handling complex issues with customer queries or hardware repairs• Provide assistance to the Sales Team by identifying and reporting potential sales opportunities• Represent the company in a professional manner at all times

• Support Engineer

  • Jan 2010 - Dec 2013

  Sektor Ltd specialises in delivering innovative and efficient technologies for the retail, networking, security, healthcare, ergonomics and mobility markets.Primary Responsibilities:• Carry out workshop repairs in a timely and cost-effective manner• Maintain documentation on repairs carried out• Carry out pre-delivery testing and configuration on equipment as requested• Customer phone support as required• Customer support as required• Recognition and reporting of repeat failures to manager• Develop and maintain knowledge in designated range of products• Prompt completion of relevant documentation• Maintaining a clean work environment• Perform task in all areas of the business as directed• Adhere to all company procedures and processes



Dematic

• United States
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Wireless Engineer

  • Jan 2009 - Dec 2009

  Dematic is a global leader providing a comprehensive range of intelligent intralogistics and materials handling solutions.Primary Responsibilities: • QA/Set up customer equipment in accordance with project and service agreements.• Identify and feedback opportunities for improvement in QA/Set Up Procedures and recording customer information• Provide repair centre coverage and support when volume of workload is high and for holiday / sick leave backup• Carry out annual site audits for Wireless & Voice customers as per SLA requirements• Ensure all safety standards are met at all times• Provide 1800 Customer 1st Level SupportKey challenges/specific functions: • Ensure customer satisfaction through the provision of quality service, via a professional manner, good diagnostic skills, efficient service and continual customer communication.• Carry out QA & Set up duties under direction of Senior Wireless Engineer in conjunction with RTL Project Managers.• Carry out on-site preventative maintenance and service audits as per contract obligations.• Escalate issues in a timely manner.• Resolve within a reasonable time any equipment faults and ensure quality of output.• Use hazard identification tools and systems to ensure safe work practices are used and work areas and customer sites are hazard free. • Recognise and report sales opportunities for Customer Service and all other divisions of Dematic.• Represent the company in a professional manner at all times.



Vantex

• IT Services and IT Consulting
• 1 - 100 Employee

• Service Technician

  • 2005 - 2008

  Vantex Technology Distribution Limited distributes retail point of sale, barcoding, mobile, and wireless technology in Australia and New Zealand.Key ResponsibilitiesHardware Servicing• Perform efficient and methodical faultfinding and repair of faulty products• Ensure all products are returned to perfect working order, with the assistance of the technical knowledge of the Service Manager where applicable• Ensure all products are returned to the customer in a clean and tidy condition• Maintain job costing and repair centre records• Complete reports on serious warranty claimsTechnical Support• Provide customers with reliable informative support that will enable the customer to form a successful operation of the product according to its specification• Continue learning, developing and maintaining knowledge and skill in order to be able to create solutions to technical customer problems and queries• Resolve customer problems and queries in an effective and timely manner - updating customers on progress during resolution• Identify more complex technical issues for escalation• Inform management of potential needs for product, services and sales education