Jed Clegg Email & Phone Number

Manchester, England, United Kingdom

My current role oversees 60+ field-based employees covering the whole of the UK. Managing employee growth of over 40% and restructured to fulfill customer demand and new business. Manage and analyse overtime and recruitment budgets whilst maintaining headcount and aligning UK field-based salaries. Working in collaboration with the UK service desk and sales team to produce high levels of service standard and customer satisfaction with key customers within the industry.Key contributions include:• Assembled a cohesive service leadership team, removing silos, improving communication and trust, heightening overall individual engagement and soft skills through effective and tailored mentoring.• Developed robust recruitment process, focusing on technical skills and ability, work experience, cultural values, personal development and communication. • Implemented structured onboarding program encompassing everything required when new employees start work, such as completing paperwork, setting up workstations and computer access, communicating role expectations, and making social introductions they need to succeed with a new company.• Established and introduced an employee development plan used to align employee and company goals, while defining actionable steps toward the achievement of each goal.• Orchestrated large scale recruitment roadshow in conjunction with a recruitment agency covering 4 strategic areas throughout the UK successfully securing 10 new full time positions within a 4 week period.• Led the implementation of a UK based lithium battery repair and training centre in collaboration with international colleagues, reducing final fix time by 4 weeks and increasing lithium trained engineers by 40% within the field-based team.

Banbury, England, United Kingdom

In this role, I built and led an expanding service team of 75 employees, including a service office manager, workshop manager, field service manager and service business analyst, delivering agreed annual headcount, salary, tooling, and vehicle budgets. I also provided strong margin performance and recurring revenue by identifying and securing customers and opportunities. I made several key contributions including:• Improved operating results by 74% by realising over time improvements by 35%, optimizing spares revenue by 13% and increasing productivity by 15%.• Led the implementation of a better understanding of contract structure and pricing along with enhancement in upselling techniques resulting in improving gross margin by 33%.• Achieved a 30% increase in contract attach rate by implementing 'Sales in Service' collaborative training programme to expand service understanding within Sales.• Accomplished an 8% increase in first-time fix and 14% reduction in time to final fix by developing and implementing significant KPI management measures.• Orchestrated collaboration with sales on large national service contracts and finalised rollouts, such as Tesco, Morrisons, Aldi, Great Western Railway, and PWC.• Coached and mentored teams and individuals throughout the business, creating security and trust.• Established and sustained healthy and long-lasting relationships with internal and external customers while ensuring the timely and successful delivery of support in line with contract requirements. • Conveyed key departmental messages during company conferences, both in person and virtually, including presenting UK service updates in International monthly service performance meetings.• Developed effective retention strategy securing an additional 3-year service contract on £750K of new machine sales on 5 sites across Leeds NHS teaching hospitals.

Responsibility for 52 field-based engineers and management of a wider field service team to provide optimum customer service. Orchestrated technical leadership and support through the development of a workflow for the field service team, including analysing overtime and tooling budgets. Provided support and guidance to field service staff to ensure timely and quality services, including redefining job descriptions of field-based personnel, better aligning roles, and improved business practices.I made several key contributions including:• Selected to attend the employee world meeting out of 14,500 employees and achieved global declaration as an 'Ambassador of Collaboration'.• Revised national on-call schedule with the addition of triage facility resulting in a 33% decrease in callouts.• Developed and delivered a recruitment and onboarding programme resulting in a 9% improvement in service department attrition rate.

Led 25 field service engineers, including supervising the service department, directing engineer workload, resource planning, and elevated duties in absence of the field service manager. Delivered technical support in reducing machine failure and downtime by executing a service bulletin programme within the defined timeframe. I made several key contributions including:• Led the retail team to winners' team of the year in 2017, chosen from 17 departmental teams.• Diminished downtime by 14% by liaising with customers and internal staff within the retail environment.• Improved monthly joint customer site visits in conjunction with the service coaching app.• Successfully achieved an NPS score of 77 by addressing customer enquiries, resolving issues, and proactively obtaining customer feedback.• Streamlined productivity and efficiency while maintaining a positive and healthy relationship with various teams to ensure customer service effectiveness. • Facilitated service teams in the achievement of service goals and reported data to the Head of Service.

Banbury, England, United Kingdom

Successfully managed a team of 7 highly skilled service engineers while reporting to the field service manager. Oversaw all aspects of field operations and issues relating to H&S, including the preparation of risk assessments and method statements by collaborating with the field service manager and service office manager. Provided technical support to a team of technicians in resolving technical and site-specific issues. I made several key contributions including:• Initiated and performed four monthly joint customer site visits in conjunction with the service coaching app.• Distinctively received an "Employee of the Year" award in 2016 out of 281 employees.• Championed daily operations while fostering excellent collaboration with the regional scheduler.• Led regular, effective performance reviews and managed weekend on-call scheduling and triage.

Banbury, England, United Kingdom

Displayed a high level of technical competence in troubleshooting, maintenance and repairing the full range of Kärcher industrial cleaning equipment. Resolved customer service delivery issues by using the escalation process. Confident upselling of spares, service contracts and machine sales.I made several key contributions including:• Ensured the delivery of a world-class service experience while maintaining a high standard of service and repair on all cleaning equipment.• Achieved highest departmental sales figures of £20K per annum by confidently upselling spares, service contracts and machines sales, collaborating with the local Key Account Manager.• Accomplished preventative maintenance and field modifications while serving as a field service engineer. • Promoted healthy working relationships with internal and external customers while maintaining daily communications with customers to ensure resolution and proper follow-up.

Rossendale, England, United Kingdom