Managing the Customer Support Team (Sales and After Sales) while encouraging a positive working environment.

Key Responsibility Areas:• Develop Team members through the use of the EDD (Employee Development Dialogue) process and annual staff review• Develop Service Partner Network as an extension of LINAK• Support the Service Partners to assist end-users• Coordinate customer issues, technical queries and the warranty claim process across all SBU’s (Strategic Business Unit)• Facilitate the closure of knowledge gaps between customers and LINAK to improve the Pre-sales Support process• Achieve specific objectives in line with the business strategyOther responsibilities:• Commercial liaison with the Healthcare SBU Manager to provide optimum commercial value to the Service Partner Network• Provide annual sales budget for Sales Partners• Liaise with all SBU Managers to improve processes or resolve escalated cases (customer complaints)• Liaise with other global LINAK subsidiaries to resolve issues for global customers• Work with CRM team (in Denmark) to improve global case management systems• Use LEAN principles to initiate continuous improvement of methodology, efficiency and systems related to after sales customer response• Develop and write procedures• Facilitate staff training to use CRM tools in accordance with supporting procedures• Sit on the QA (Quality Assurance) committee to review processes to ensure they are compliant and pass external audits for ISO9001 & ISO14001• Attend on-site visits (sometimes interstate) at the customers job site or premises to resolve product related issues• Process orders using ERP software• Use CRM tools to record and monitor cases with the aim to improve customer satisfaction• Facilitate product maintenance training for customers

Key Responsibility Areas:After Sales• Develop Team members through the use of the EDD (Employee Development Dialogue) process and annual staff review• Achieve specific objectives in line with the business strategy• Initial contact and response of all after sales enquiries• Use LEAN principles to initiate continuous improvement of methodology, efficiency and systems related to after sales customer response• Provide after sales service and facilitate technical support advice to internal/external customersWorkshop (Repairs & Production)• Develop team members through the use of the EDD (Employee Development Dialogue) process and annual staff review• Enforce behavioral standards for team members, escalate incidents or repetitive violations for disciplinary action when appropriate• Maintenance of plant and calibration of testing equipment & tools• Achievement of Workshop Team KPI targets• IFOT (in full on time) output of the daily scheduled production work• Workflow, establishing priorities and presentation of the workshop• Ensure return assessments are carried out in an ethical, responsible and timely manner• Provide technical support advice to internal/external customers• Prepare product assessment reports and liaise with customers• Manage the identification and analysis of common faults for QA purposes• Achieve specific objectives in line with the business strategyOther responsibilities:• Facilitate product maintenance training for customers

Key Responsibility Areas:Workshop (Repairs & Production)• Develop team members through the use of the EDD (Employee Development Dialogue) process and annual staff review• Enforce behavioral standards for team members, escalate incidents or repetitive violations for disciplinary action when appropriate• Maintenance of plant and calibration of testing equipment & tools• Achievement of Workshop Team KPI targets• IFOT (in full on time) output of the daily scheduled production work• Workflow, priorities and presentation of the workshop• Ensure return assessments are carried out in an ethical, responsible and timely manner• Provide technical support advice to internal/external customers• Prepare product assessment reports and liaise with customers• Manage the identification and analysis of common faults for QA purposes• Achieve specific objectives in line with the business strategyQ-Test Technician• Quality assurance testing of customer specific software for bugs and compatibility with product and application• Attend online meetings for software reviews• Attend international internal software training, China and Denmark.

Key Responsibility Areas:Workshop• Carry out product assessment for repairs and warranty claims – mechanical and electrical/electronic• Provide advice and technical support to customers internal and external• Prepare customer reports and liaise with customers• Analyse, identify and report on common faults• Liaise with other departments to ensure customer satisfaction and timely outcome• Prepare internal sales orders• Receive incoming goods and returns• Achieve functional Service Department goals and targetsConversions• Convert / change product mechanically and electrically• Assemble product and carry out function testing• Receive incoming goods and returns• Conduct general warehouse work and maintain factory cleanliness

The company was called Gippsland Aeronautics during my employment and manufactured the GA8 Airvan 8 seater light aircraft.Key Responsibility Areas:- Manufactured overhead switch panels and electrical wiring looms- Assembled cockpit instruments, navigation and communication equipment- Fitted cockpit equipment, fuel level sensors, wind speed sensors and stall warning sensors- Followed CASA approved drawings