Shane H.
Manager Customer Support at LINAK Australia & New Zealand- Claim this Profile
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Bio
Credentials
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White Card
Workplace Health and Safety QueenslandJan, 2018- Nov, 2024 -
Licence To Perform High Risk Work
Work Safe VictoriaDec, 2014- Nov, 2024 -
Marine Licence - Victoria
Victorian State GovernmentNov, 2015- Nov, 2024 -
Level II First Aid
Premium Health - Health Care, First Aid and Mental Health TrainingNov, 2020- Nov, 2024 -
CPR & AED
Premium Health - Health Care, First Aid and Mental Health TrainingNov, 2020- Nov, 2024
Experience
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LINAK Australia & New Zealand
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Australia
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Industrial Machinery Manufacturing
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1 - 100 Employee
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Manager Customer Support
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Jun 2022 - Present
Managing the Customer Support Team (Sales and After Sales) while encouraging a positive working environment.
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Product Support Supervisor
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Jul 2020 - Jul 2022
Key Responsibility Areas:• Develop Team members through the use of the EDD (Employee Development Dialogue) process and annual staff review• Develop Service Partner Network as an extension of LINAK• Support the Service Partners to assist end-users• Coordinate customer issues, technical queries and the warranty claim process across all SBU’s (Strategic Business Unit)• Facilitate the closure of knowledge gaps between customers and LINAK to improve the Pre-sales Support process• Achieve specific objectives in line with the business strategyOther responsibilities:• Commercial liaison with the Healthcare SBU Manager to provide optimum commercial value to the Service Partner Network• Provide annual sales budget for Sales Partners• Liaise with all SBU Managers to improve processes or resolve escalated cases (customer complaints)• Liaise with other global LINAK subsidiaries to resolve issues for global customers• Work with CRM team (in Denmark) to improve global case management systems• Use LEAN principles to initiate continuous improvement of methodology, efficiency and systems related to after sales customer response• Develop and write procedures• Facilitate staff training to use CRM tools in accordance with supporting procedures• Sit on the QA (Quality Assurance) committee to review processes to ensure they are compliant and pass external audits for ISO9001 & ISO14001• Attend on-site visits (sometimes interstate) at the customers job site or premises to resolve product related issues• Process orders using ERP software• Use CRM tools to record and monitor cases with the aim to improve customer satisfaction• Facilitate product maintenance training for customers
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After-Sales Support & Service Team Leader
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Jul 2018 - Jul 2020
Key Responsibility Areas:After Sales• Develop Team members through the use of the EDD (Employee Development Dialogue) process and annual staff review• Achieve specific objectives in line with the business strategy• Initial contact and response of all after sales enquiries• Use LEAN principles to initiate continuous improvement of methodology, efficiency and systems related to after sales customer response• Provide after sales service and facilitate technical support advice to internal/external customersWorkshop (Repairs & Production)• Develop team members through the use of the EDD (Employee Development Dialogue) process and annual staff review• Enforce behavioral standards for team members, escalate incidents or repetitive violations for disciplinary action when appropriate• Maintenance of plant and calibration of testing equipment & tools• Achievement of Workshop Team KPI targets• IFOT (in full on time) output of the daily scheduled production work• Workflow, establishing priorities and presentation of the workshop• Ensure return assessments are carried out in an ethical, responsible and timely manner• Provide technical support advice to internal/external customers• Prepare product assessment reports and liaise with customers• Manage the identification and analysis of common faults for QA purposes• Achieve specific objectives in line with the business strategyOther responsibilities:• Facilitate product maintenance training for customers
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Service Team Leader & Q-Test Technician
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Apr 2009 - Jul 2018
Key Responsibility Areas:Workshop (Repairs & Production)• Develop team members through the use of the EDD (Employee Development Dialogue) process and annual staff review• Enforce behavioral standards for team members, escalate incidents or repetitive violations for disciplinary action when appropriate• Maintenance of plant and calibration of testing equipment & tools• Achievement of Workshop Team KPI targets• IFOT (in full on time) output of the daily scheduled production work• Workflow, priorities and presentation of the workshop• Ensure return assessments are carried out in an ethical, responsible and timely manner• Provide technical support advice to internal/external customers• Prepare product assessment reports and liaise with customers• Manage the identification and analysis of common faults for QA purposes• Achieve specific objectives in line with the business strategyQ-Test Technician• Quality assurance testing of customer specific software for bugs and compatibility with product and application• Attend online meetings for software reviews• Attend international internal software training, China and Denmark.
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Service/Conversions Technician
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Feb 2006 - Apr 2009
Key Responsibility Areas:Workshop• Carry out product assessment for repairs and warranty claims – mechanical and electrical/electronic• Provide advice and technical support to customers internal and external• Prepare customer reports and liaise with customers• Analyse, identify and report on common faults• Liaise with other departments to ensure customer satisfaction and timely outcome• Prepare internal sales orders• Receive incoming goods and returns• Achieve functional Service Department goals and targetsConversions• Convert / change product mechanically and electrically• Assemble product and carry out function testing• Receive incoming goods and returns• Conduct general warehouse work and maintain factory cleanliness
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Gippsland Aeronautics Pty. Ltd.
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Australia
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Business Consulting and Services
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Avionics Technician
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2005 - 2006
The company was called Gippsland Aeronautics during my employment and manufactured the GA8 Airvan 8 seater light aircraft.Key Responsibility Areas:- Manufactured overhead switch panels and electrical wiring looms- Assembled cockpit instruments, navigation and communication equipment- Fitted cockpit equipment, fuel level sensors, wind speed sensors and stall warning sensors- Followed CASA approved drawings The company was called Gippsland Aeronautics during my employment and manufactured the GA8 Airvan 8 seater light aircraft.Key Responsibility Areas:- Manufactured overhead switch panels and electrical wiring looms- Assembled cockpit instruments, navigation and communication equipment- Fitted cockpit equipment, fuel level sensors, wind speed sensors and stall warning sensors- Followed CASA approved drawings
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Education
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2003 - 2004
Chisholm Institute
Advanced Diploma, Electronics Engineering -
2012 - 2012
Leadership Management Australia
Certificate III, Business -
2021 - 2021
The Ken Blanchard Companies
SLII - Situational Leadership, Human Resources Management/Personnel Administration, General -
2019 - 2019
Vative
Lean Six Sigma Yellow Belt, Process Management - Continuous Improvement -
1997 - 2002
Marist-Sion College
Victorian Certificate of Education (VCE), VCE -
2000 - 2001
Gippsland Group Training
Certificate II, Automotive Engineering Technology/Technician
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