Neil Tiley Email & Phone Number

Horam, Gb

Guildford, England, United Kingdom

Responsible for aftersales service for Merrychef products globally, including spare parts, service contracts, warranty, technical support and training. Providing support for the sales teams, global chains and key accounts. Auditing and training the Factory Authorised Servicer network at factory training centres and in the field.Ensuring that all field service and product issues with the installed base are reported back to the factory management team for continuous improvement and resolution.Management and development of aftermarket systems and networks for Merrychef products globally.

Crowborough, East Sussex, United Kingdom

Overall responsibility for the Service business and operations within the EMEAI region with direct line management of 18 staff comprising of field engineers, workshop engineers and service administrators.Responsible for a £3M service business across the whole product portfolio Driving customer satisfaction improvements with initiatives to improve throughput and revenue growth from workshop repair facility.Initiated strategic plan to develop new service business in specific areas with target growth in Middle East, UK Service contracts, commissioning, and workshop repairs to drive >20% increase in service orders.Successfully implemented Salesforce Service Lightening to the EMEAI as part of a global rollout.Implemented training program for both internal engineers and channel partners using existing field engineer resources.Work closely with other regional Service Managers and the Head of Global Service to ensure glob-al consistency of work procedures and service levels

Uk And Ireland

Responsible for Service in UK and Ireland to enhance customer satisfaction and revenue opportunities. Ensuring that the 170 staff in the Service organisation is structured and operating correctly to deliver the high levels of service expected by our customers and drive change and improvements.Direct management of a number of Service Managers, Contracts Manager, Business Development Manager and Service Operations Planning Manager and their teams across the countryResponsible for driving strategy for service support in the UK and Irish markets while ensuring compliance and improvements of existing service offerings.Management of the service P&L for UK & Ireland with key deliverables of growth, compliance and customer satisfaction

Responsible for Service in emerging markets in Europe & AFLAME (Africa, Middle East, Eastern Europe and South America). Working closely with our Service Partners and business units to enhance customer satisfaction and revenue opportunities. Ensuring that our Service Partners are structured and operating correctly to deliver the high levels of service expected by our customers.Direct management of a number of Service Managers and their teams across the emerging marketsResponsible for driving strategy for service support in the emerging markets while ensuring compliance and improvements of existing service partners.Initiated plan for remote support across emerging markets and drove managers and distributors to ensure devices connected to drive support and efficiency. Management of the service P&L for the emerging markets with key deliverables of growth, compliance and customer satisfaction.

Northern Europe

Responsible for Service delivery in Northern Territory in Europe & AFLAME (UK, Ireland, Netherlands, Belgium and Nordic Countries). Managing a team of country service managers to ensure service delivery and customer satisfaction are performed at the highest level. Driving harmonization of processes and effective use of resources across the territory. Responsible for driving strategy for improved service support and growing revenue streams across the territory.Management of the service P&L for the Northern Territory with key deliverable of growth, compliance and customer satisfaction.Managed the implementation and roll-out of a global CLM system within the territory

United Kingdom

Overall responsibility for the Service Business in UK & Ireland with line management of 25 field & 8 office based staff Overall responsible for the Service business with growth of > 180% in 6 years while in position through organic and acquisitions.Implemented changes to the internal processes of the business unit to drive efficiency. Installation times reduced by 20%Introduced a career development path for all field-based engineers. This helped to improve work efficiency and business target set during annual appraisals.Worked closely with the National Health Service to delivery requirement of the customer install base.Full P&L responsibility driving revenue growth and cost savingsImplemented service systems to drive compliance and process improvements in key areas

Responsible for all Service activity and revenue for MBE Equipment located globally. Direct interaction with distributors and agents who were responsible for local service. Management of company engineers located in locations around the world.

East Grinstead

Responsible for managing and training 4 subcontracted manufacturers to produce systems and components to existing in house standards.

Responsible for Technical Support, Field Service, Sales Order Management & Production control for £2M Service Revenue.

East Grinstead

Production Control & Planning Engineer 1991-1995Purchaser & Expeditor 1989-1991Instrument Assembler (Apprenticeship) 1989-1989System Fitting Engineer (Apprenticeship) 1988-1989Machine Shop Engineer (Apprenticeship) 1986-19881st Year Apprenticeship (off-site) 1985-1986

Onc & Hnc Mechanical & Production Engineering, Mechanical And Production Engineering

O Levels