Ben Sutton Email & Phone Number

London Area, United Kingdom

London, United Kingdom

Responsible for Technical and Product Support operations within Global Service.

Sydney, Australia

Lead a multi-cultural team of 11 Product Specialists around Asia-Pacific in working with partners to deliver better service both directly and indirectly.Drive increased capability throughout Asia-Pacific for Field service though better use of technical experts to provide coaching and mentoring to the field.Act as the final point of technical escalation prior to factory support involvement.Provide high level expert resourcing for new product introductions and for tier 1 program execution.

Sydney

Implementation of Safety First culture throughout the Australian Business and ensure HS&E reporting is accurate and on time.Lead and Managed a team of 30 FSE and 2 Administrators to deliver our promises to customers. Implement new policy and lead change.Negotiate Service contracts and SLA levelsProvide full service costs for tenders and bidsConduct half yearly performance reviews and regular one on one meetingsProactively plan for growth and submit business case to grow headcount according to requirements and heat map future growth.Manage and oversee training requirement for Australia based FSE to close capability gaps.

Sydney, Australia

ResponsibilitiesManage the Installation phases of Non-Program installations within Australia and New Zealand from post sale through to invoice and close out.Deliver highest standard of customer satisfaction.Manage costs carefully to protect company revenue and margins.Recommend and develop process improvements.Draft and implement process and policy changes.Provide close loop information back to sales team.Provide high level support to FSE's and manage critical fault correspondence with SD factories.Carry out technical training for SD FSE's.Traveled to the UK and US ton behalf of APAC Service to assist in the development of planned cloud based service platform.AchievementsDoha Airport - Attended site for 6 weeks as Service Team Leader, responsible for coordinating 30 staff members and approx 150 planned installations.Avsec NZ EDS Fleet Replacements - Managed the technical aspect of the roll out across 7 sites and 6 months, with no cost blow out, or schedule delays.Successful and on time roll out of 10 CXS and HBS projects in AustraliaDeveloped close link to sales team to ensure faster and more accurate hand over of information to Service.Managed the successful roll out of 30 x 500DT units in two weeks to ensure H1 Revenue targets were met for SDA in 2015.

Conducted role of Product Specialist over and above Senior Service Engineer Role.Developed and implemented APAC wide Service Maintenance Improvement procedures for EDS Systems.Traveled to numerous international sites to conduct SD FSE training (India, Japan, Korea, Sydney, Singapore).Traveled to numerous international sites to conduct critical repair of EDS systems.Supervised Service Operations for a small team of 4 Engineers, ensuring customer response and key SLAs were upheld .Attended Product Specialist conference in Wiesbaden.Provide Australia and NZ critical fault response for EDS systems

Carried out role as product specialist, Developing and provide training packages to engineers throughout APAC region. Travel to high level breakdowns at airports thoughout the APAC region and conduct full technical audits of sites, making improvement suggestions and creating rectification plans.

Carry out preventative maintenance and fault repairs on airport systems thoughout NZ

Executive Mba, Business Administration And Management, General

National Certificate, Mechanical Engineering

Education record