Kevin Sneddon Email & Phone Number

Falkirk, Gb

Hamilton, Scotland, United Kingdom

Responsible for the daily mentoring and management of multiple field engineers as they assess, service and repair Caterpillar equipment in Scotland. Working as a focal point across the Central Belt of Scotland, providing front line leadership and delivery excellence in both the waste management, and quarry sectors. Primary responsibilities include;* Management of heavy engineering field service teams, including training and development.* Maintenance of Caterpillar™ business performance metrics in line with Gold standard levels.* Adherence to world class Health and Safety systems to maintain an incident free working environment.* Key Account focal point for service activities and escalations covering Viridor, Biffa, Glasgow City Council & Aggregate Industries.* Dispute resolution and complaint handling across multiple areas, and accounts.* End-to-end control of Work Orders from inception at point of contact, to cost reconciliation prior to invoicing.* Support of branch and area financial performance through close monitoring of all work order, and personnel activities.

Cumbernauld, Scotland, United Kingdom

Responsible for the creation and conversion of sales quotations covering all service, spares and repair activities for the business. This role requires the effective supervision of client focused support contracts to ensure quality deliverables in obsolescence management, and asset integrity. Professional management of customer relationships is essential, as well as a strong link to the former Operations role to maintain the highest standard of deliverables to customers.

Coatbridge

Directly supporting the Engineering Manager to ensure that all Projects are delivered on time, on budget and to the highest level of quality by ensuring that tools, processes and working practices are efficient and utilised to full potential.

Coatbridge

Working in the Sales and Proposals team to support, maintain and develop customer relationships across the company's global footprint. Specifically responsible for activities around obsolescence management and equipment life-cycles, duties and activities include;* Supply of formal proposals for equipment spares, repairs and service activity mobilisations.* Management of system obsolescence under annually refreshing Support Contracts* Customer Complaint & Management to full Root Cause Analysis level* Review and formal publication of service activity Site Reports and Technical Notes* Guidance and mentoring of business LEAN or Continuous Improvement activities* Coordination and execution of service and support performance meetings with clients

Grangemouth

Responsible for the management and mobilisation of Engineer resources to onshore and offshore Oil and Gas facilities, carrying out both service and commissioning work scopes. Additionally, a focal point within the wider business for identification, design and implementation of process improvements to adopt a LEAN approach to Operations. Core objectives include;* Design and implementation of a complaint handling process incorporate LEAN root cause analysis principles.* Design and launch of updated Purchasing and Procurement process to allow significantly tighter controls over material requests, linking into an already defined Vendor Management process.* Schedule service, installation and commissioning activities with both onshore and offshore clients.* Track the efficiency of issue resolution on the company dedicated Helpdesk.* Identify, design and implement process efficiency improvements across the Operations Department to reduce Lean Waste.* Process and close out repair orders, for faulty equipment being returned by customers.* Review, validate and release technical Site Visit Reports from field engineers after onshore or offshore mobilisations.

Grangemouth

Responsible for identifying and implementing improvements to Customer Service processes within the Support Services Team, and ensuring continuous improvement to departmental performance. Working in direct conjunction with the Field Service Team Lead, this role encompasses duties around work scheduling and resource management, for onshore and offshore activities.

Providing bespoke reporting and data analysis, on customer consumption data. Generating detailed data driven presentations, informing customers on risks to their electrical spend and opportunities to improve on performance.

Cumbernauld Call Centre

Responsible for identifying and managing the implementation of process efficiencies through use of Lean Tools, with a view to realising improvements to performance and a reduction in operating costs. Predominantly working in the Customer Service Centre in Cumbernauld, with additional remit to assist in improvements to their Retail Division.* Achieved a 24% reduction in process time for high volume email responses, through design and implementation of efficiency mechanisms.* Identified 640hrs (6.8 FTE) saving in the Clerical Department of the Call Centre, through elimination of process waste across volume activities.* Achieved a 25% reduction in processing time for Retail reverse flow goods, by implementing pre-populated paperwork and eliminating waste in the end-to-end process.* Designed and delivered an improved and bespoke Quality Control System (QCS), to the Clerical Department in the company's Cumbernauld Call Centre.* Reduced the physical footprint of Retail reverse flow products by 15%, through design and implementation of improved operational procedures, and eliminating bottlenecks.* Eliminated 100% of the backlog of Retail goods identified for resale, through redesign of the identification and distribution process.

Edinburgh, United Kingdom

* Achieved a decrease of 20% on call waiting times for the Technical Support Helpline and >98% First Time Resolution of customer issues.* Realised a 5% improvement in customer satisfaction levels across quality, delivery and responsiveness through pro-active monitoring and reaction of customer feedback.* Increased the proportion of core products processed, replaced and returned within 7 days from 45% to 100% over 6 months, by managing an RMA customer returns area.* Led all field support activities, ensuring 100% of issues were scheduled in the diary within 48hrs and resolved or escalated on the same day of site attendance.* Successfully redesigned the order fulfilment process, raising performance from 79% to 96% OTIF of key account orders, within one quarter.* Delivered a 50% reduction in the time taken to resolve product issues, by tracking responsiveness of Issue Management incidents, and managing team performance.* Led the design and implementation of tools for the collection and analysis of feedback on customer satisfaction, successfully targeting 100% of key accounts on an annual and transactional basis.* Successfully managed 100% on time transfer of work, knowledge and processes for Customer Service and Technical Support to new teams, following a European takeover.* Raised stock availability for critical products from 85% to 100% by eliminating all stock shortages on key production lines.* Enabled site to hit 100% of its LEAN milestone commitments by leading process improvements in the sales and support departments.* Designed and implemented online ticket management system, providing customers with 100% visibility of product issues, and improving customer service responsiveness by 18%.* Supported the voice of the customer by designing bespoke feedback systems, to identify improvement projects for continuous improvement.

Edinburgh, United Kingdom

* Increased customer retention by £200k pa by personally visiting key clients to determine and resolve important issues.* Re-designed the product testing processes for all new releases, resulting in a 50% reduction in reported early life failures.* Managed the planning and testing of new product firmware to achieve 100% on time delivery into the market, including creation and publication of formal “Release Notes”.* Reduced the company’s ‘cost of poor quality’ value by 40% through implementation of a targeted product testing process.* Developed and initiated a process of regular face-to-face interactions with 100% of key accounts on a cyclic basis, to maintain focus on customer service and delivery expectations.* Created and launched a centralised customer contact database in 4 weeks, through collation and management of stakeholder information, to create an improved customer experience.

Edinburgh, United Kingdom

* Efficient resolution of technical issues and enquiries from customers in a Pan European environment, and prompt escalation of critical problems into Management.* Achieved 60% reduction in repeat calls to Helpdesk, by interfacing technical information with key UK client to support training plans.* Managed the creation and participation of technical and service content on the company website, as part of the Web Management Team.* Designed and published all critical and complex Technical Bulletins informing customers promptly of new features, custom applications, or issue resolution.

East Kilbride

Providing on-site repair and maintenance of customer telecommunications equipment, from small office systems to large corporate mini-exchanges.* Quick and efficient identification of hardware or configuration issues on customer equipment.* Effective communication of faults to customer, and maintenance of relationship.* Organising of field spares, and auditing of internal stock levels in compliance with BS requirements.* 24hr/365d cover for high profile emergency service telecommunication systems (Police/Fire) in specific areas.

Grangemouth

* Repair of customer equipment ranging from Temperature Controllers, Chart Recorders through to PLC Controllers.* Calibration under contract of Temperature Controllers, and Chart Recorders to NAMAS standards.* Field calibration under contract of Temperature Controllers, for specific large clients.* Control and supervision of spare part stock levels, and replacement PCBs for customer equipment.

Online Certificate, Qualified

Online course to compliment experience and skills already gained in Continuous Improvement, through the ACE (Achieving Competitive.

Education record

Activities and Societies: Microsoft Powerpoint 2007 Advanced, Microsoft Project 2007 Basics and Advanced, Microsoft Access Basics.

Education record

Hnd, Electrical And Electronic Engineering

HND only partially complete. Interrupted with employment, but left with HNC Certification.