Richard Wright Email & Phone Number

Reading, England, United Kingdom

Print Service Delivery Partner account management

Bracknell, England, United Kingdom

UKI Local L2 support role for S Print & hp Print devices

Seuk

Service Division – B2B Service Print B2B Business and Technology/product portfolioProvide tier 3 support for applicable Samsung products and technologies to all areas of the B2B Services Network infrastructure (e.g. Repair Centres, IT Resellers, Enterprise Customer Technical staff). The scope of support typically includes 3rd level technical assistance, investigation of technical issues (including potential product liability), definition of solutions, compilation of technical bulletins/ Customer FAQ responses, and assist in defining/implementing product reworks.Provide Technical Training to both the B2B Services Network engineers and to Enterprise Customer staff (where required) as part of a B2B technology/product implementation.This role requires the holder to have a great deal of tenacity, flexibility as well as combining a proactive can-do attitude with practical hands on experience and strong communications skills

Technical Support Specialist for Sharp Colour MFP'sTrainer For Colour Products and Introduction Into UK MarketplaceSupport For Reseller Base For M4 CorridorSales SupportUpdate Of Technical WebsitesUK Telephone SupportDeputise to Team Leader

Main purpose of role:-Evaluation of new Multifunctional device products, ensuring that they meet sales and marketingrequirements. Monitoring quality and effecting improvements where necessary.Providing Agents/Customers with technical support by providing documentation,in-house & field training, assistance with difficult technical problems and pre and post sales support. Deputise to Team manager in his absence.Key Responsibilities:• Colour product specialist for Sharp Mid and high volume Colour models• Undertake new product evaluation and liaise directly with the factory regarding any mattersarising from the evaluation process.• Carry out technical reworks to products- field or depot sites• Provide field assistance and problem investigation support to UK dealers, identifying servicesupport needs, to ensure that high standards of service are maintained.• Identify potential quality problems; analyse and report problems to the overseas factories toenable a prompt resolution.• Keep abreast of advancements in technology to maintain required levels of support.• Prepare and issue technical documentation and service information.• Provide technical support via technical support hotline.• Identify Service Providers training needs: organise and provide product training courses tomeet requirements.• Write and deliver technical training courses for dealers• Identify, investigate, report and resolve technical problems.• Build and maintain relationships with key stakeholders, including dealers, end users, internalcustomers and agents• B2B contractor review to maintain quality of customer service.• Sales support to identify Service Providers support requirements.• Product Planning support to ensure product support and development.• Support for product demonstrations and exhibition support when required.• Attendance and participation of new product training overseas and Pan-European technical forums

This position is in essence a supervisory role encompassing specialist tasks for high volume blackand white and colour support. Any problem equipment will be directed to this role for promptresolution.Deputising to the Service Manager in his absence or assisting when he is busy.Key Responsibilities:• First line support team of seven engineers• Troubleshooting basic IT faults• Troubleshooting Toshiba & Ricoh copier problems escalated via team or system• Colour Ricoh support -Copiers• High volume Ricoh support-Copiers• Low loaded MIF support of Toshiba, Ricoh copiers, Panasonic,NEC, and CanonFaxes• Purchasing third party equipment• Compilation of technician and in house stockholding• Distribution of technical information i.e. CD & bulletin issue• Upkeep of ISO 9002 procedures related to service• Deputy to service manager

Main purpose of role:-This was an extremely well utilised position within a busy thriving small Company. The ability to adaptand be flexible to almost any role within this Companies Service Department was imperative toaccomplishing daily tasks.Key Responsibilities:• Oversight of Service Dept - incorporating 12 personnel.• Monitoring & supervision of Service Control.• Work shop practices & productivity.• Performance, training revision of field service technicians & in house service personnel.• Organise team meetings & social events.• Recruit Personnel.• Compliance of ISO policies & review.• Control of spares costing, stock holding & sourcing• Maintain client base profitability.• Authorisation of sales, purchase ledger, monthly expenses & over time.• Maintenance of Service fleet.• Regular liaison with Directors on service related business.• Resolution of customer satisfaction queries.• Instigation of new ideas & improvements.

All Aspects Of Support Work For Service Personnel.Basic Networking, Colour Support & Black & White Support For Ricoh MFP's.

Team Leader For London Based Sharp Hardware Team.Management And Support For Team Of TechniciansDeputy To Service Manager

Provide technical support to other team members.• Maintain and manage existing customer base cost effectively.• Ensure repeat business through excellent quality.• Support and deputise to team supervisor, incorporating:-• Maintaining service performance statistics.• Updating training courses for individuals• Audit individual's competence with Company systems and procedures, i.e. ISO 9002.• Assisting with a high standard of professionalism at all times.

Close communication with Sales and deputising to the District Service Manager were paramountwithin this excellent and varied position. This role proved challenging and tested my abilities to workwell under pressure, whilst still maintaining a high degree of accomplishment.Key Responsibilities:• Manage a team of ten engineers, directly accountable for :-• Monitoring and apportioning workloads and territories.• Reviewing training and technical competence levels.• Stock level loading and usage linked to model base.• Competence and compliance with Company procedures - BS 5750.• Maintaining and effecting performance statistics.• Assist with technical support and liaise with manufacturer support for warranty/bulletins.• Organisation and running of team meetings.• Rectification of customer satisfaction queries.

Maintenance and upkeep of West London and Home County machine base. Workshoprefurbishment programme for wide range of photocopiers for re-supply. Work closely with otherteam members.

Support senior Data Processor's based in large computer hall within a team environment.Processing and printing National Unemployment Giro cheques and tax documentation,on a 24 hr shift basis. Loading short programme commands to print tax documents. Cleaning, loading and monitoring magnetic reel tape drives, line printers, hard disk drives and bar code reading equipment.

City & Guilds, Btec2

Pass with credits and distinctions. A2 Electronics:- Physical Science - Pass. Electronic Systems and Practice - Pass

Btec Electronics, City & Guilds 200,224

Activities and Societies: Football Team. Social Events.

Education record

English Language, Physics, Applied Science and Technology.