Michael Lund Email & Phone Number

Michael Lund is a Canon (UK) Left September 2024 at Canon (UK) Ltd. He possess expertise in itil, customer experience, customer focus, coaching, customer relations and 10 more skills.

Listed skills include Itil, Customer Experience, Customer Focus, Coaching, and 11 others.

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  Spm

  Canon (Uk) Ltd

  Aug 2005 - Present

  Job Title Service Performance ManagerScope of PositionReports to Senior Manager Service Operations Direct Reports Field Service Technicians To actively lead a field service team to successfully achieve productivity targets whilst ensuring optimum product and skills coverage. To effectively manage the resource planning of a field service team to ensure optimum customer satisfaction and retention. To actively promote and support the Canon solution proposition by working closely with sales management and sales force both pre and post sales support. To positively contribute to the achievement of the fiscal targets of revenue, margin and profit whilst keeping control of operational expenses. Key Responsibilities1 To work within agreed and reduce where possible Cost of sales and Expenses budgets. 2 Review performance and development of staff, including field based coaching through regular field accompaniments. 3 Effectively manage performance through monitoring, implementing and improving results both at team and individual level. 4 Effective planning of resource ensuring that the team have optimum product and skills coverage. 5 Ensuring self and team members understand nad are working to the Company’s Health & Safety, Quality Management and performance standards. 6 Grow service incomes in assigned area through promoting and supporting Canon solution propositions. 7 Maintain and improve customer relationships through first level account reviews. 8 Take ownership and responsibility where required within the technical escalation process to achieve a resolution. 9 Work with sales to develop and close Services opportunities. 10 Share best practice and provide coaching and assistance to other Service Performance Managers. Key RelationshipsInternal Field Service Technicians, Senior Service Managers, CBC Personnel, Local Channel Directors, CBS Sales Managers, Contact Centre, Central Business Operations.