Mark Gadeke Email & Phone Number

Milton Keynes, Gb

Milton Keynes, England, United Kingdom

Milton Keynes, United Kingdom

Job purpose is to utilise quality management principles to drive aftersales service quality and performance across the Volkswagen UK departments and the Retailer network. Act as a department coordinator and facilitator for TUV compliance and business development. Drive network performance regarding brand standards audits. - Responsible for network facing operational implementation of continuous improvement processes, CIP teams, root cause analysis and action planning. -… Show more Job purpose is to utilise quality management principles to drive aftersales service quality and performance across the Volkswagen UK departments and the Retailer network. Act as a department coordinator and facilitator for TUV compliance and business development. Drive network performance regarding brand standards audits. - Responsible for network facing operational implementation of continuous improvement processes, CIP teams, root cause analysis and action planning. - Responsible for the implementation, UK market adaptation and network focus on the Volkswagen Service Process to ensure the aftersales customer journey if frictionless. - Manage Retailer networks Mystery Shop/Worksop Test activity and drive performance to achieve factory quality targets.- Manage Retailers Readiness Check activity to ensure the network and importer are fully prepared for new model launches.- Manage Service & Parts quality management best practice to ensure department meets the requirements for the annual TUV audit.- Implement and manage the brands Partner Certification Audit (brand standards) checklists and monitor audits to drive quality improvement within the network to achieve a first time pass rate. - Manage the brand after sales & sales standards and guidelines within authorised repairer agreement and ensure they are up-to date, compliant with BER and positively drive performance. - Responsible for defining training requirements as a subject matter expert from an aftersales perspective, technical and non - technical . - Ensure that qualification pathways meet business needs and network requirements. - Build relationships, engagement and sense of community within the population of networks Quality Managers - produce and share best practice.- Drive brand focus & innovation regarding Quality Management topics by developing industry leading processes, programmes and behaviours to improve performance. Show less

My role as a Field Network Support Manager involved visiting the aftersales facilities of all Brands within the Volkswagen Group throughout the United Kingdom. I carried out warranty claims audits in line with factory guidelines which include reviewing, coaching and developing the authorised repairer on any shortfalls identified within warranty process. I recommended changes required to policy or process to maintain control of claim processing and payment, providing authorised repairers with… Show more My role as a Field Network Support Manager involved visiting the aftersales facilities of all Brands within the Volkswagen Group throughout the United Kingdom. I carried out warranty claims audits in line with factory guidelines which include reviewing, coaching and developing the authorised repairer on any shortfalls identified within warranty process. I recommended changes required to policy or process to maintain control of claim processing and payment, providing authorised repairers with advice in relation to warranty matters. I ensured all unjustified warranty costs were recovered from the authorised repairers for credit to the brands and factories. The role also included Identifying training needs and dealer policy changes, whilst coaching aftersales staff on best practice. The visit would include a comprehensive action plan with follow up on recommendations, whilst communicating audit findings to Dealership Managers/ Heads of Business and Brands. Show less

My main duties as an Aftersales Technical Support Team Leader contracted to SEAT UK part of Volkswagen Group Ltd was for the day to day operation of the dealer facing technical department ensuring it operates within the guidelines set out by the brand.My duties include managing a team of three technical specialists ensuring customer satisfaction is improved through dealer first time fix using a mixture of phone based technical support and on-site technical visits. I’m also responsible for… Show more My main duties as an Aftersales Technical Support Team Leader contracted to SEAT UK part of Volkswagen Group Ltd was for the day to day operation of the dealer facing technical department ensuring it operates within the guidelines set out by the brand.My duties include managing a team of three technical specialists ensuring customer satisfaction is improved through dealer first time fix using a mixture of phone based technical support and on-site technical visits. I’m also responsible for carrying out the teams 121’s and twice yearly PDR’S along with various other admin tasks and projects. Show less

My role as a Field Service Manager involved the continuing compliance of various dealer standards as set out by Toyota GB, this included carrying out various audits on warranty processes, tools & equipment standards, whilst ensuring the Aftersales functions of 30 Toyota Centres across the East Midlands operated in accordance with the requirements of the brand. I was also involved with carrying out Training Needs Analysis and completing training bookings for most staff. I was responsible for… Show more My role as a Field Service Manager involved the continuing compliance of various dealer standards as set out by Toyota GB, this included carrying out various audits on warranty processes, tools & equipment standards, whilst ensuring the Aftersales functions of 30 Toyota Centres across the East Midlands operated in accordance with the requirements of the brand. I was also involved with carrying out Training Needs Analysis and completing training bookings for most staff. I was responsible for ensuring vehicle quality was investigated and reported back to the brand whilst meeting with customers to discuss various issues. Show less

I was employed as an Area Customer Service Manager contracted to SEAT UK; my role involved the implementation of SSQMS dealer standards as set out by SEAT SA across 17 dealers in East Anglia and Northern Ireland. This involved discussing and ensuring compliance with the new standards with all levels within the dealership and following the implementation through to the first TUV audit. My role also involved investigating technical issues within the brand whilst dealing with customer… Show more I was employed as an Area Customer Service Manager contracted to SEAT UK; my role involved the implementation of SSQMS dealer standards as set out by SEAT SA across 17 dealers in East Anglia and Northern Ireland. This involved discussing and ensuring compliance with the new standards with all levels within the dealership and following the implementation through to the first TUV audit. My role also involved investigating technical issues within the brand whilst dealing with customer dissatisfaction; this included agreeing levels of goodwill ranging from a free service to agreeing a level of support for vehicle exchanges. Show less

I was contracted to Volkswagen Group Ltd technical department as one of eight technical specialists, my main duties involved talking technicians through complex diagnosis procedures whilst ensuring customer satisfaction through first time fix.

I started work for the Automobile Association as a Roadside Service Patrol. My main duties involved attending breakdowns at the roadside, resolving technical issues whilst ensuring the safety and wellbeing of the member.