Experience

Jayco Corporation Pty Ltd (Australia)

• Australia
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Service Operations Manager

  • Apr 2019 - Present

  - Oversee daily operations for the onsite service department located on the Jayco manufacturing facility.- Developed a benchmark service facility, systems and processes for the Jayco service and dealership network along with the entire caravan industry- Successfully designed, developed and project managed the implementation and expansion of the onsite service repair center.- Continually developing CRM workshop processes to improve and increase efficiency, productivity, Work flow, and customer satisfaction.- Successfully implemented revenue growth strategies for the service center- Continually develop industry standard repair methods and service programs for the Jayco dealership and service agent network for Australia and New Zealand- Visit and assess national dealerships service operations across Australia and New Zealand, report and develop action plans for immediate and long term improvement's for their overall service operations.- Assisted in the development of dealership service reporting dashboards and bench marking.- Collaborate with all manufacturing and production departments to continually improve the design, quality and longevity of Jayco's product range with the aim to improve overall customer satisfaction.- Develop and oversee a team of 14 team members and achieved 93% retention. Show less

• Customer Service and Warranty Manager

  • Jul 2018 - Jul 2019

  - Responsible for assessing and actioning warranty claims and quotations across Australia and NewZealand, for over 120 Service repair agents and dealerships.- Successfully developed and expanded the service agent network , creating more service capacityacross Australia and New Zealand- Case management and conflict resolution of customer complaints throughout Australia and NewZealand- Responsible for Providing Technical assistance for all Jayco customers and dealerships- Responsible for assisting traveling customers with obtaining emergency bookings and assistancewithin the Jayco service network Show less

• Customer Service Advisor

  • Jul 2017 - Jul 2018

  - Greeted customers, catalogued concerns and scheduled service appointments.- Attended to telephone and email service enquiries and bookings.- Explained repairs to customers and confirmed if warranty coverage applied- Wrote service repair orders and conveyed all customer requirements to the workshop accurately- Estimated the cost and time needed for retail, insurance and warranty repairs or quotes.- Ensured that all parts were ordered and arrived on time to meet customer commitments- Establish when jobs were to be completed and method of payment.-Invoicing and warranty claim entry to Jayco and third party suppliers- Established strong ongoing long-term relationships & creating customer confidence and satisfaction- Effectively Managed and resolved customer complaints and disputes before and after repairs Show less

• Service Technician

  • Jul 2013 - Jul 2017

  - Performed major repairs to all Jayco products- Ensured all repairs were to a high standard- Ensured all repairs were completed within the allocated standard repair times- Performed yard duties including tractor driving