Michael Key Email & Phone Number

Salfords, Surrey

Manufacturer of X-ray threat detection systems for the aviation industryResponsible for Service Delivery to contract SLA of Hold Baggage Screening systems to eleven International AirportsCost and overall margin control for each contractManagement of direct and indirect technical services provided through the Distributor network and be the single point of contact for the Operations Project teams, Distributors and Customers at assigned sitesOrganise and monitor programme activities, overseeing plans, schedules and program budgets within agreed deliverables.Select, develop, and evaluate personnel to ensure the efficient operation of the function and coordinate the training requirement of distributor teams

Chessington, Surrey

Manufacturers of automated ticketing and barrier solutions to the transport industry.Responsible for providing Engineering support to 14 Train Operating Companies and 3 PTE’s throughout England, Scotland and Wales, maintaining over 3000 devices on availability based contracts with SLA ranging from 98% fleet to 99.6% per device. The UK company has Service Contracts to the value of £13m and a current annual turnover in excess of £25m.Day to day management of field based Engineering support of 52 Engineers reporting through a UK wide six team structure with Senior Engineers leading each team.Providing Engineering and Project Management support to installation projects from single units to major fleet roll outs.Attending regular Service Review meetings with customers

Kemsing, Kent

Suppliers of finished goods and Engineering services to the screenprint industry.Responsible for the delivery of all front line services, logistics support and back office functions from initial call through to invoice.I introduced and delivered a Service Management System, built the Contract base to £234kpa, Engineering turnover to £780kpa and Spare parts to £820kpa

Redhill, Surrey

Providers of digital pre press solutions to the printing and newspaper industries.I combined the Maintenance Contract and Service Support functions to produce a more efficient after sales facility, handling customer support for the worldwide user base.UK contract turnover was developed to £1.74m in the first year, a 9% improvement

Park Royal, London

Nationwide breakdown and maintenance service for commercial catering equipment.Operational Management of the business to P&L level.I centralised the previously regionally based operations to create a national service centre handling all operational, administrative, sales and logistics support functions. I specified, sourced and implemented a new Service Management System to improve data handling from the initial call through to invoice. Controlling work planning and logistical support, effectively managing the cost base and maximising all sales leads. I developed the business to a contract base of £200k and an annual turnover in excess of £580k

Croydon, Surrey

Management of Technical Support, Training and Installations Departments.I developed the Installations business to a £250k turnover in the first 12 months through operating efficiencies and improved relations with the Sales Team and major clients. The Technical Department was largely re-focussed on the development of “Knowledge Base” software for call centre use, supplying information and support to end users and improved reporting to the manufacturing divisions. I developed the training function on a “train the trainer” basis for the 250 field based technical staff with the 60 FTE call centre staff trained directly using bespoke training packages I created.

Sevenoaks, Kent

UK agents for manufacturers of Printing, Extrusion and Sack Making equipment.Responsibility for the ordering, import and administration of the spare parts business on a J.I.T basis and the provision of engineering support from the manufacturer.I developed the role to include the import of finished goods and co-ordination of installation activity

Croydon, Surrey

UK’s largest third party service company operating in the domestic white goods sectorResponsible for a multi functional staff of 40 comprising field based and administration support staff.I raised the levels of quality, performance and efficiency of both field based and administration support staff through recruitment, assessment of individual training needs and revision of field and administration procedures.

Camberley, Surrey

I produced and maintained the regional budget, analysing the performance and cost of Field Service Engineers and external agents, ensuring that staff numbers and training were maintained to the required levels

Camberley, Surrey

I provided full after sales service to both domestic and commercial users of all products in the Home Appliance range covering the Surrey, Sussex and South London area.Twice winner of “Engineer of the Year” award.

Crawley, West Sussex

Manufacturer of Steam Generating Plant for commercial users and The MODWith responsibility for a range of thermal, hydraulic and electro mechanical sub assembly testing through to full combustion and steam testing of the final product, producing and maintaining all test reports and records

Crawley, West Sussex

Traditional Engineering apprenticeship covering Mechanical Fitting, Centre Lathe Turning, Fabrication Technology and Panel Wiring skills, working through the relative manufacturing departments and attending college on a day release basis