Process Manager

• Sep 2022 - Present

Service & Quality Manager

• Oct 2005 - Sep 2022

Manage Service Department for UK/Eire robotic packaging machinery operation; determine direction and strategy to grow service business of new and existing blue-chip customers.Recruitment selection and interviews for team members for both technical and administration roles. Manage and motivate 5 direct reports, both technical and administrative, including: development of staff through identification of training needs, coaching and conducting staff appraisals. Manage a team of technical and highly-skilled engineers, provide job information, parts, tools, and health & safety equipment. Plan diaries and jobs according to skill set, make travel arrangements.Build client rapport by carrying out introductory visits, meeting to discuss projects, and to resolve problems and complaints.Review order trends, budgets vs. actuals, cash flow forecasts, Quality System performance and KPI results for reporting at Management Review & Planning meetings. Developing office systems and processes in accordance with ISO 9001:2015 with support of external consultant. Re-working and improvement of internal processes in order to provide more efficient customer service, including regular visits to the HQ in Germany in order to develop processes with my colleagues. Regular monitoring of service processes with a view to continuous improvement and streamlining for efficiency. Carrying out internal audits of Quality System, managing non-conformities and observations and ensuring their close-out. Show less

International Service Executive

• Aug 2000 - Oct 2005

Managed the planning and job allocation of a small team of home-based specialist assessment staff. Plan visits to companies with appropriate assessors, matching assessor expertise to client’s requirements. Co-ordinate the contracting, planning and execution of major client accounts, attend and contribute to business meetings in UK and overseas with Account Managers and clients. Develop technical knowledge with regards to EC Directives, in order to answer client queries or complaints. Training and coaching of new members of staff. Review and create contracts for work undertaken, issue quotations for new business. Negotiate cancellation fees for cancelled jobs, and handle customer queries and complaints. Review and process technical paperwork, create Certificates of Approval from technical paperwork within strict deadlines. Review and improve office processes as required Show less