David Merrick Email & Phone Number

United Kingdom

Leading the Project Support team in providing vital support to programme teams to deliver a world-class, next generation innovative, mission-critical LTE communication solution with services, to help public safety and commercial customers serve and protect communities in the UK.High level of collaboration with Internal teams, Suppliers, Partners and The Customer.Key achievements of the team: Developed, successfully implemented and delivered End User demos of varying types to showcase key product development milestones. Included collaboration with key delivery Partners and the Customer.Restructured and improved the Incident and Problem Management process to allow for transparent and collaborative working across the whole programme, which included Partners and the Customer. Involved negotiation and agreement with all parties.Developed and implemented process/procedures for collaborative working with key Partners and the Customer within the Company office. This involved changes in the office layout and moving of people to different areas. All done within time and to the expectations of the Customer.

London, United Kingdom

Capture, analyse, identify actions/improvement initiatives, share feedback and continual governance of whole process. Aim is to improve the Customer experience, reduce Customer effort and increase business efficiency.Also responsible for driving lessons learnt sessions on critical issues impacting Customers and Business.Support given to the ISO audit and QMS team to ensure annual audit plan implemented and audit findings are acted upon.Key Achievements:Developed and implemented Customer/Partner visit programme, recurring annually. Reports compiled and shared with internal stakeholders, improvements identified and implemented. Close loop with visited Customers.Identified and managed implementation of Company online feedback tool improvements. Resulted in feedback that would have otherwise not been captured.Held and managed lessons learned end to end, resulting in improvements identified being implemented to increase internal efficiency and Customer satisfaction.

Basingstoke

Managed the Quality team responsible for quality assurance and quality improvement of all global Tetra development (software and hardware).Team located in various locations in Europe and dotted line members in Asia.Responsibilities included:- Implementing, tracking and analysing key metrics to track progress to key milestones during release development. Provide proactive quality risk analysis to help development teams implement mitigation actions to stay on schedule- Drive key improvement initiatives within the development teams and support functions- Drive lessons learnt on key critical issues seen in development and customer systems, which included the use of drill deep and wide, and 5 whys- Provide quality reports to senior regional and global managers, with analysis and recommendations- Governance of QMS and ISO audits (internal and external)- Provide approval for closure of development milestones- Implementing, tracking and analysis of product performance after shipment

Basingstoke

Managed a team of engineers who investigated customer issues raised on Tetra networks and radios. Team members located in various European locations. Team provided an interface between the customer support teams and engineering box teams (Software and Hardware) which are located in multiple regions across the globe (North America, Europe and Asia).Issue reports raised and tracked on all issues requiring product changes in future releases. Managed communication to engineering teams and senior managers (up to VP), and to all customer facing teams and support teams.Key role in managing critical customer issues, involing the co ordination of tasks with global engineering teams, global customer facing teams and customer support teams. Travelled to customer locations to provide updates and feedback directly to customers. Team engineers travelled to customer locations to assist with issue investigation.Chaired lessons learnt sessions on critical customer issues.

Basingstoke

Managed Tetra system test team responsible for the test of Tetra system and radio software releases, and providing subsequent approval for general shipment to customers for operational use. Responsibilities included:- Hiring test engineers- Planning and implementing test plans and schedules- Submitting issue reports- Maintaining test systems- Producing and presenting test reports- Interaction with functional departments to ensure schedule adhered toTesting covered new functionality, issue fixes, continuity of supply changes and new hardware (including base stations)

Various Countries

Full career starting as an electronic engineering apprentice, progressing to become a telecommunication engineer maintaining and troubleshooting various military telecommunication equipment and specialised electronic equipment. Career progression to engineering manager, with various responsibilities during my management career; managing people and resources, working with suppliers and design authorities, in field maintenance and managing a technical training department delivering electronic equipment training.

Hnd, Electronic & Telecommunication Engineering

Btec Diploma, Electrical, Electronics And Communications Engineering