Mark Brealey Email & Phone Number

Weston-Super-Mare, Gb

Bristol, England, United Kingdom

Responsible for executing the Service Transformation Strategy to drive customer experience and optimize cost to serve within the end-to-end Contract Portfolio Performance (inc Pricing, Onboarding and execution) Main Responsibilities.- Customer Excellence – accountable for the execution of the end-to-end process from pricing solutions through to execution of the pro-active and reactive events. Including forecasting, planning and management of associated resources. Circa £40m pa- Service Work Order Management (SWIP Network) - accountable for the management of the processes and procedures to drive efficiency SWIP management for the dealership. Circa £100m pa- Asset Performance Management - Ownership of the management delivery of Repair & Maintenance agreements from consultation, pricing, tenders and bids through to execution- Drive the Caterpillar Service Excellence Program to improve Service Operational performance & stability- Responsible for talent sourcing and development within my teams.- Accountable for Customer Value Agreement (CVA) strategy and execution.

Bristol, England, United Kingdom

Responsible for delivering the parts & service strategy for the SW region of Finning Caterpillar across depot based and remote teams, including 3 main depot locations (Bristol, Cardiff & St Austell) as well as a number of “managed” mine site operations and customer sites. Main Responsibilities.- Full responsibility for leading the implementation & adherence to dealership health and safety procedures and policies, including incident investigation.- Accountable for providing leadership to deliver the highest levels of employee engagement, ensuring that each employee receives regular feedback on performance and personnel development.- Responsible for delivery the very best customer service, delivering the “customer experience”.- Accountable for the service business performance. Taking the lead in the management of the cost base and resources to enable the service operation to deliver customer loyalty whilst providing the desired return on invested capital (ROIC).- Developing the capability and capacity plan for the service operations within my area.- Providing direction, guidance and coaching to regional delivery teams on a regular basis to deliver highest levels of safety, customer’s loyalty whilst maintaining service profitability. Coaching junior managers within the region, mentoring new managers in other parts of the business.- Developing and mentoring the service supervisor group.- Assisting fleet customer’s to maximize potential from their equipment whilst lowering operating costs. (Managed Asset Programs)

Bristol, United Kingdom

I joined Blue Machinery to assist in developing their service operation. Managing technical, warranty and field support for diverse range of manufacturers.Full profit and loss responsibility relating to product support across multiple manufacturers for quarrying and recycling plant (Terex Pegson crushers, Terex Powerscreen screening plant, Doopstadt slow speed and high speed shredders, Kiverco recycling plant.Day to day control of team of directly employed engineers, self employed and sub contract engineers.Business opportunity development, customer account management

Avonmouth

Responsible for regional control of service departments in five locations in the South West and South Wales, responsible for 50 direct reports & 40 indirect reports, main responsibilities;-- Recruitment and development of staff- Planning / arranging training courses.- Monitoring performance and ensuring compliance to budgets using key performance indicator reports.- Visiting customers to develop business opportunities.- Resolution of customer invoice disputes.- Carrying out disciplinary meetings. - Producing Regional Marketing campaigns.- Representing Holt JCB at JCB Service dealer service meetings.

Rocester, Staffordshire

Providing Aftermarket Dealer Support to allocated dealer groups by acting as liaison manager between two franchise dealers and JCB Service division with the following main responsibilities- Ensuring dealer compliance to JCB dealer standards including Carry out dealership audits to ensure compliance with JCB criteria.- Carry out warranty audits to ensure compliance with warranty key performance indicators.- Act as arbitrator on warranty claims disputes between dealership and warranty department.- Resolve field based technical issues providing detailed reports to manufacturing divisions to improve machine quality.- Jointly responsible with Dealership senior management for developing technical training and engineer development programmes- Visit trade shows / exhibitions to keep up to date on competitors’ products and aftermarket initiatives

Uttoxeter, Staffordshire

Moved from Experimental shop to work for Aftermarket Product Support, being responsible for providing product support in both the UK and Overseas including - Resolution of technical issues- Developing and presenting technical training courses.- Processing of warranty claims, analysis of failure trends including developing solutions with suppliers and recovery of costs from suppliers

Uttoxeter, Staffordshire

Part of a small team responsible for assembly and development of prototype products including testing and reporting on key performance factors. Latterly senior prototyping engineer.

Education record

Engineering Systems Maintenance, Distinction

Intermediate Certificate In Plant & Machinery Operation

Hnc - Vehicle Operations Management

Certificate In Management, Management, Level 3

Change Management, Level 7

Certificate In Aftermarket Management, Aftermarket Management

Success In Change Management, Change Management

Iosh Manging Safely

Certificate In Supervising Staff Safetly, Health & Safety

Business Tools For Service Managers

Mid-Level Leadership Program