Ben Nichols Email & Phone Number

Surrey

Manager of a Network of Subcontract Engineers/Repairers, carrying out consumer electronics repairs, to KPI’s around Repair Turnaround, Repeat Repair and Customer Satisfaction.Role includes extensive liaison with manufacturer.Key Responsibilities: Day to day responsibility for a number of Engineering Companies (Up to 20) Day to day responsibility for output of Engineer Performance Deep analysis of Engineering Performance, understanding key drivers for under performance and ensuring corrective action is taken. Coaching & improving performance of Engineering Companies falling below target Being the face of Pacifica for all client and customer related issues relating to the network Delivering & exceeding weekly/monthly client KPI’s. Auditing of repair data, adherence to process and quality checking of the Engineering Network Ensuring clear lines of communication between the Engineer Network and the business To work closely with the office based administration team to ensure that they are fully and properly supported. Work together with the other Network Managers to share Best Practice and deliver Excellent Service across the Country

Weybridge

(Temporary Contract Via Hays)Responsibilities include: Monitoring and managing the performance of the AV repair service network, resolving service and repair disputes, service and repair analysis and repair process improvement.Key Achievements:● Drove Good Will Process improvements to successful resolve customer issues, effectively and efficiently. ● Analysed technical reasons for repairs, derived action plans and implemented them across the UK & Ireland network to improve KPIs and customer service experience. ● Successful revised daily, weekly and monthly reporting on the performance KPI delivered (with main focus on Turn Around Time and Repeat Repair).

Basingstoke

Responsible for the robust investigation and post market monitoring of infusion devices in the international market (outside US). Ensuring that customer experiences are recorded accurately, investigated in a timely manner and tracked to conclusion within the complaint management system. Developing metrics and measurement systems that enable meaningful strategies to be constructed for optimal root cause resolution, customer satisfaction and regulatory compliance. Ensuring and facilitating cross-functional interaction and communication between Engineering, Manufacturing, Operations, Sales and Marketing related to the customer experience and expectations. Additionally, responsible for resolving complex customer escalation issues and requirements, maintaining communication with the Customer Advocacy Director for assistance in resolving major customer challenges

Bracknell

Manager of Customer Service and Business Support Team, including EMEAI Contact Centre, EMEAI Spares and Business Support. Responsibilities included: Co-ordination of all post sale support, including repairs, upgrades, local installations, parts and spares sales and supplies. Responsible to helping develop, maintain and improve current customer relationships and development of new customer partnerships. KEY RESPONSIBILITIES AND TASKS• Provides supervisory managerial support to Executive Team primarily in areas of Contracts, and Sales/Service Support • Ensures that all administrative support is carried out across all aspects of Sales/Service including the coordination and assembly of high value tenders. All documentation to be produced to a high standard• Ensures that information is held centrally and assessable to relevant personnel. Provides process and templates, where possible, for all administrative functions • Provides key point of contact for all incoming calls and correspondence. Ensures that quality of correspondence that leaves sales/service departments is of a high standard • Manages Quote process, ensures Agents/Distributors records are kept up to dateKey Achievements:Audited and revised backlog review process in order to clear historic and legacy cases.Developed Key Performance Indicators for Customer Service and Business Support and introduced new reporting structure including them, to drive improvements.Successfully handled high profile customer complaints for major clients, including international airports with orders in jeopardy.

London, United Kingdom

Temporary Contract for Maternity Cover. Part of the iRobot Global Customer Care team for Home Robots Business unit, responsible for the service and support of iRobot products. Responsibilities included: Repair centre management; Call centre support; Quality Control; co-ordinating investigations into product problems in field; organising reworking faulty products prior to delivery; audit of suppliers; and technical/quality support to Service Partners. Key Achievements:-Redesigned EMEA service contracts, negotiated EMEA repair contracts and rates with all EMEA distributors to a pay per repair model rather than set percentage and began central repair bid process.-Managed faulty products reworks - including identifying the fault and then designing the rework process, often including sourcing tools, space and staff to carry out the rework, negotiating rework rates, negotiating with distributors. -Investigated and managed the resolution of product issues in field, including Product Liability issues and customer damage claims as well as production faults and failures. -Successfully planned, organised and ran EMEA Distributor Service Conference, delivering new product, service and repair training for all EMEA distributors and service partners. -Established and Developed excellent working relationship with distributor network and service partners, including designing Balance Score Card to effectively monitor and manage supplier and service partner performance.

Surrey

Managed Technical/Service Support including, product quality and service quality for Samsung products, comprising Mobile Phones, TV, AV, Digital Still Cameras, White Goods and PCs.Responsibilities included: Contact Centre Technical support; Quality Control; coordinating investigations into product problems and Product Liability cases; reworking faulty products prior to delivery; Technical review of all technical advice e.g. FAQs on website; audit of suppliers; and technical/quality support to Samsung's Approved Service Centres. Key Achievements:• Put tactical and strategic focus into the technical support function. This was achieved by use of proper planning, regular team meetings, clearly defining objectives, KPIs and goals for all team members and team objectives• Project managed the development of formal training plans for support of all products, tying in with sales and marketing product launches so that training delivered in time for initial customer returns. This includes extensive support and training for Mobile Operators call centres and Samsung’s call centre in Cairo. • Successfully Project Manager for Android Support App (see Android market for Samsung Diagnostic) which developed an application that allowed users to diagnosis and resolve simple issues with their Samsung Android handset.• Faulty products reworks - including identifying the fault and then designing the rework process, often including the technical resolution itself, sourcing tools, space and staff to carry out the rework, negotiating rework rates, negotiating with major dealers (e.g. Currys, Dixons, John Lewis) as to time and space to carry out work and ensuring all activity completed in shortest possible time scales and at minimal cost.• Resolving technical problem Product Liability issues – overseeing all technical investigations into Product Liability cases and in serious cases taking direct control of these, liaising with concerned parties.

Global Product Assurance Manager: Responsible for quality and design assurance activities for specific manufacturers, service providers and products, through the full project lifecycle from initiation to retirement. This included: The resolution of in-service support issues, via the management of the supplier relationship, risk assessment of suppliers and audits. Project Manage Technical Validation programme of devices.Design and development and implementation of process and procedures with manufacturers or internal to facilitate efficient and effective working.Working closely with key stakeholders (Sales, Marketing, internal customer support and suppliers etc.) to ensure acceptable quality standards maintained.Resolve process and quality issues with suppliers, lead process improvement activities with suppliers, across group.Develop and implement key performance metrics for monitoring of supplier performance.

Coordinated strategic management system projects; resolution of customer complaints; and monitoring of key performance indicators and delivering training in the management system which involved liaison with all levels and departments of the company, as well as external clients.Key Achievements:• Developed relationship with customers, resolved customer complaints, liaising directly with customer and investigating process failures and compensation claims, breach of contract etc. • Successfully developed and maintained quality management system to ensure the company met ever-increasing standards as dictated by customers, ISO9000 and TickIT standards.

Recruited to join team responsible for a variety of aeronautical stress analysis and design work. Included working on Defence and Aerospace projects, including Nimrod and Airbus series of aircraft. Responsibilities included: Project Planning, Stress Analysis of Light Weight Structures, Fatigue and Damage Tolerance Analysis, Finite Element Modelling, Customer Liaison and presentations.