Responsibilities:• Service Operations Management of 5 Toshiba Direct Service Branches• Overseeing the Management of approximately 130 Staff Australia-wide• Managing 8 direct reports including Service Managers,National Call Centre Manager, Helpdesk team leader and Contract admin team • Responsible for direct service revenue budget in excess of $60Million PA and service Gross Contribution budgets • Coach, train and mentor direct reports • Provide a high level of… Show more Responsibilities:• Service Operations Management of 5 Toshiba Direct Service Branches• Overseeing the Management of approximately 130 Staff Australia-wide• Managing 8 direct reports including Service Managers,National Call Centre Manager, Helpdesk team leader and Contract admin team • Responsible for direct service revenue budget in excess of $60Million PA and service Gross Contribution budgets • Coach, train and mentor direct reports • Provide a high level of customer service and satisfaction to external and internal customers• Represent Toshiba in client forums and manage the relationships with key organisations.• Conduct reviews with branch service managers on competency and training levels of all technical staff• Ensure Response Times are met for each region• Ensure staff are fully trained and provided with all documentation and tools required to perform their tasks• Provide verbal and written reports and statistics to senior management and clients• Ensure WHS policies are maintained and followedAchievements:• Established the first direct Toshiba service departments in Melbourne, Sydney, Brisbane, Canberra, Sunshine Coast, Gold Coast and Newcastle• Played a pivotal role in the implementation of the Oracle software rollout throughout the division in Australia• Achieved all but 4 of the annual incentive targets for National Champions Club in 25 years• Received Toshiba Japan Managing Directors award for Profit Achievement & Record Sales• Successfully implemented a new structured trainee program• Instigated and managed a service restructure with no productivity or customer service decline resulting in a $640,000 cost saving PA • Implemented new processes into the CRM system to drastically reduce time intensive tasks for call centre staff• Reduced spare parts days of Inventory held from 3.5 to 2.23 days• Centralised 5 call centres to an established National Call Centre in Melbourne• Consistently achieve monthly KPI’s and targets Show less