Supplier of road transport equipment including axles, suspension and auxiliary systems for trailers.Accountabilities have spanned product management, warranty management, product sales, customer training, technical support, developing technical bulletins and brochures and conducting technical product investigations.Authored the new Australian version of the company’s Operator Manual which plays a key role in achieving product reliability standards, has reduced maintenance related warranty claims by 20% and has enhanced the company’s reputation.Increased sales of the company’s agricultural products by 25% a year following a 40% decline during the GFC in the face of competition from lower priced products from Asia. Significantly improved the capabilities and performance of the company’s sales representatives.Overhauled the company’s warranty system to enable the business to more effectively control the associated costs and to better track and predict warranty trends. Included designing a new computer system which has reduced costs and improved the company’s reputation in warranty matters.Assisted the National Parts Manager and Engineering Managers improve their documentation and marketing literature and training. Included creating new parts lists and instructions for parts kits, new instruction manuals for the company’s EBS and ABS systems and assisting them with training courses in parts and product installation.

Managed the customer service function across nine countries, provided product training to customers, dealt with warranty claims, prepared customer service bulletins, oversaw product repair works and provided technical expertise to customers.Increased the company’s share of the African market even though its products were the most expensive in the face of intensifying competition from lower cost product through technological superiority, outstanding customer service, customer product training and problem prevention and resolution programs. Enabled the business to achieved a high level of customer loyalty, maintain high gross margins and become regarded as industry leader in pre- and after sales service through a comprehensive customer support program.Significantly reduced warranty claims by training customers in correct product use and maintenance.Increased the company’s revenue stream and optimised mechanic utilisation by expanding the on-site repair department and launching new successful cutting edge products into an extremely conservative market. Developed a comprehensive training manual and presented an installation, maintenance and repair training program on the company’s technically advanced products to customer maintenance staff that became a nationally accredited certification and industry standard and elevated the company’s profile.Developed several workshops and technical manuals and wrote numerous articles for industry magazines which made a significant contribution to improved standards and safety across the industry and enhanced the company’s reputation for safety leadership.Managed a team of four to provide product support in nine countries which met all customer service and warranty challenges and consistently exceeded customers expectations which enhanced the company’s reputation for responsiveness.

Established the Metal Land franchise operation for Baldwin’s Steel. Included developing the Franchise, Operations and Product Manuals, creating the corporate identity, establishing the policies and procedures, assisting with the establishment of the first franchises and creating the warehousing and distribution systems. There are now 35 franchises throughout Southern Africa.Key role in the establishment of the Hi-Q Franchise for Goodyear Tyres and Smiths Wheels. Included developing key sections of the franchise manuals and setting up the first franchises. There are now 150 Hi-Q franchises throughout Southern Africa.

Managed the company’s Operations, Production, Dispatch, Warehousing, Administration, IR, HR, and Safety functions with a total staff of 85.Overcame issues associated with a highly volatile industrial environment and militant workforce through careful negotiation and providing additional financial incentives which enabled the company to continue operations and maintain its high production and safety standards.

Managed the company’s Production Facility, Stock Control, Distribution and Planning Processes, controlled its warehouses, loading, scheduling and dispatch functions through a total of 70 employees.Enabled the company to increase production output by 35% by acquiring and overseeing the installation and commissioning of a new production line for the company to accommodate the increasing demand for the company’s high quality processed steel product. Involved expanding the production facility, installing specialist foundations and the installation and commissioning of a new slitting line while maintaining the company’s high quality standards and meeting product delivery commitments.