Service & Support Manager (National & International)                                                   Feb 2018 – Jun 2021  

D A Christie Pty Ltd (Christie Barbecues), Carrum Downs, Victoria

• After-sales business development, customer support, technical support, and service management.
• Responded and processed support queries from ANZ, Singapore, Dubai, UK, Sweden, Germany, and others.
• Provided encompassing level of technical product support from basic product performance to technical troubleshooting, fault finding, and repair.
• Resolved warranty and liability repairs.
• Managed and organized Australian service calls with a large network of service teams.
• Order management and spare parts sales, including the creation of catalogues, online and offline, spares kits, account creation and management, and DIFOT reporting.
• Assisted in creating and managing product-based sales and marketing campaigns.
• Assisted Technical Services Manager with on-site repairs, training, inspections, reports and quality audits.
• Assisted sales team with technical sales, technical quotes, repair vs. replacement recommendations with cost benefit analysis.
• Culture building exercises including team and customer barbecues and training events.
• Provided regular constructive feedback to engineering, design, and development teams.
• Monitored and maintained critical service-related information along with equipment card serial number register.
• Monitored and maintained web-based Smart Cities products (CC2-i) information. E.g., uptime, downtime, faults, connectivity issues, usage metrics, and more.
• Documented and created customer spare parts holding reports.
• Reported warranty metrics, spare trends, technical queries, returns, customer and contractor feedback, failure rates, service and warranty and associated costs.
• Provided feedback to operations and production manager as part of Correct Actions Report.
• Held regular technical, service and support related meetings including regular WIPs with management.
• Attended regular company meetings including sales and marketing meetings, and conferences.

BOSCH Thermotechnology, Clayton, Victoria

• Provided all-encompassing sales support to AU/NZ region within a focused team effort.
• Managed team of 3-6 customer service staff
• Rostering, performance reviews, training, and KPI creation.
• Conducted regular WIPs with individual team members as well as team-based WIPs
• Provide “best-in-class” service to Australian and New Zealand customers, across all customer channels.
• Daily purchase order keying with 100% on time delivery as part of international DIFOT CSL process and 1% keying error KPI annually.
• Daily, weekly, monthly, reporting of back orders, orders/lines, service levels, complaints, and warranty metrics.
• Complaint handling and resolution within Australian Consumer Law guidelines, including small claims tribunal processes.
• Warranty service request processing and job management.
• Customer credit request administration.
• Created, implemented, and upgraded various tools and software including phone systems, SAP upgrades and overhauls, warranty service request referral and location tool.
• Daily cash banking and reconciliation.
• Personnel recruitment, job ad creation, shortlisting, interviewing, PD creation, on-boarding and training.
• Mentored, coached, led, and guided the team.
• Created and pivoted team strategy based upon peak/off-peak periods, new products and management goals and targets.
• Change management.
• Implemented new soft phone system and act as key stakeholder and key user (Avaya).
• Implemented new vertical version of SAP from P51 local system to international Thermotechnology standard. Acted as key stakeholder and user.
• EDI order management and maintenance together with EDI business partners.
• Successfully represented RBAU/TT within small claims court twice.