Peter Murphy Email & Phone Number

Provide leadership and direction to a team of office based and remote field service engineers, optimising day to day operations, ensuring efficiency, productivity and overall business success by driving both individual and business progression and growth., whilst developing a ‘win as a team’ mentality.Developed systems for a more effective field service team by producing and implementing standard work and leading and lagging key performance indicators. Increased product first time installation success rate, first time fix rate, completed calls and customer response time whilst receiving a customer experience NPS average score of over 90%. Key Contributions: Lead a team to support the UK customer base across multiple platforms, ensuring a high level of customer success and satisfaction. Build and utilise relationships across the Linx UK business to address operational delivery issues within the UK. Developed and implemented a service team structure based on a performance and progression tiering system. Foster a strong sense of engagement and productivity within the UK Team and develop followership with members of the Linx UK community. Provide leadership in field service technical support to ensure prompt customer request and problem resolution, including overseeing the diagnosis and troubleshooting of equipment. Drive continuous improvement in field service capability and maturity within the Linx UK business, co-ordinating, monitoring and facilitating the provision of a high quality UK Service Team.

Generate new business revenue streams by developing platforms for aftercare maintenance service to customers.Help business leaders to make more accurate, data driven decisions by producing reports on the department’s activities and expenditures. Identify performance gap and teach specific skills by ensuring the planning and delivery of technical training sessions. Surpass set personal targets and achieve financial rewards via bonus scheme.Key Contributions: Enhance Field Service Team’s productivity by leading performance evaluation and providing technical guidance. Improve product performance by providing data from call services on quality issues and trend analysis. Achieve strategic business goals and objectives by ensuring compliance with KPI’s for after sales services. Introduce and develop value-added sales service packages to increase company’s sales and profitability.  Train existing and new field service personnel in order to increase first-time fix rate.