Experience

Ricoh IT Services

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

• Technical ITS Field Service Manager & UK Warranty Manager

  • Sep 2015 - Present

  • Technician development through 1 to 1 coaching, training/soft skills/PDP • Warranty of Ricoh products • Performance management • Field Service Technician accompaniments • Investigation of stock variances, usage, inventories & trend analysis. • Maximising Profitability • Return to work interviews & sickness management. • Monthly Team Meetings • Contact Centre Reviews • Customer Account Reviews • Resolving customer complaints effectively • Writing Installation and BAU guides for technicians to follow • XP to Win 7 migration Show less



Ricoh UK

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Field Service Manager

  • Apr 2010 - Sep 2015

  Managing a team of upto 24 Field Service technicians within a geographical area, duties include • Technician development through 1 to 1 coaching, training/soft skills/PDP • Performance management • Field Service Technician accompaniments • Post Call Audits • Investigation of stock variances, usage, inventories & trend analysis. • Maximising Profitability • Return to work interviews & sickness management. • Monthly Team Meetings • Contact Centre Reviews • Customer Account Reviews • Resolving customer complaints effectively • Supporting sales account managers Experience managing desktop migration from XP to Windows 7 Project managed Epos rollout and desktop refresh Fleet deployment upgrade Delivering skills workshops for The Princes Trust Show less



IKON Office Solutions

• Retail Office Equipment
• 700 & Above Employee

• Field Service Supervisor

  • May 2004 - Apr 2010

  Responsible for a team of service technicians covering a geographical area across a varied business model. Main duties were to develop and coach individual technicians meeting the needs of the district whilst providing an effective service level to customers through suitable planned technician availability, communication and training. Responsible for cost controls in line with agreed budgets through cost analysis of parts consumption and departmental expense lines. Held yearly staff appraisals and monthly team meetings, also delivering quarterly reviews to customers. PDA Super User supporting all districts within the region. Seconded to Training to create and deliver technical training for IKON UK on the HP Edgeline product and network skills. Roll-out Project Management, responsible for delivering and implementing achievable rollout schedules for Blue Chip Companies. SOW, Created a statement Works delivering a HP desktop printing and scanning solution Nationwide. Show less

• Colour Field Service Specialist

  • Jun 1998 - May 2004

  dedicated colour specialist team supporting colour imaging equipment, predominantly Canon & Ricoh equipment but also Minolta, Kyocera and KM. The team covered a large geographical area including South Wales, Midlands, South West and M4 corridor.Progressed through training to support Network Solutions including Fiery, Mac and Unix based platforms.In the latter stages I was utilised as a technical specialist supporting the team throughout the region.Achieved Top Tech award in 2004