Stephen Mackie Email & Phone Number

Dublin

- Lead a team of 23 RGI engineers. Oversee QA assessments and monitor performance.- Improve customer satisfaction measured via customer compliments and Net Promoter Score.- Provide onsite mentoring, quality audits and phone support.- Improve performance against KPI’s (first time fix, warranty, complaints and spare parts). - Part of team that hit 2014 target for quality audits completed.- Part of team that developed a new QA Technical Operational Procedure document.- Communicated and trained team on QA Technical Operational Procedures.- Instrumental in roll out of new smart technology in Ireland (Hive).- Helped launch entry level controls and carbon monoxide alarms to Irish customers.- Conducted detailed review/audit of Bord Gais Energy’s installer panel.

Dublin/Glasgow

Scotland- Part of management team that established Scottish Power Division. - Mobilised new team to service and repair gas boilers, providing 24/7 support to 25,000 customers.- Hired a new team with 25 technical staff. Provided coaching and managed performance.- Set up and embedded new processes within the field. Managed and exceeded SLA’s and KPI’s.- Monitored Safety, Health, Environmental & Quality (SHEQ). Developed safety/method statements.- Conducted SHEQ, real time and post technical quality audits. Carried out any corrective action.- Controlled customer service. Investigated complaints, resolved issues, managed compensation.- Liaised with back office team to optimise performance. Prepared monthly reports for management.- Introduced new spare parts process, reducing usage by 20%.- Sourced new suppliers for equipment and tools (£60k budget).- Rolled out a new computerised work management system. Trained team.Ireland- Part of team that set up new installation and service departments for BGE Home Team.- Fulfilled management roles within the installation and servicing departments.- Provided key services for Bord Gais Energy. Exceeded all SLA’s and KPI’s.- Managed a team of 27 engineers/contractors. Trained engineers and technical staff.- Supported the roll out of new Bord Gais Energy products.

Nfq Level 8, Project Management, Certified Diploma

Activities and Societies: IPMA Level D Certified Diploma in Project Management

Fetac Level 6 Building Energy Rating Assessment

Svq L3 In Domestic Natural Gas/Maintenance