Hackleton, England, United Kingdom
A motor industry professional with many years’ experience. My last role was working for a premium road side assistance provider in a multi-faceted position, drawing on many skills acquired over my career. I have worked within retailer, importer and manufacturer . I come from a technical background with a broad spread of experience in the field of aftersales and service development. I have more than 10 Years’ experience successfully coaching retailers in service improvement, best practice and the implementation of demanding quality standards . I have been responsible for the running of network standard monitoring for multiple group brands, with a reporting line direct to the factory. I have a proven track record of performance as a manager. A people person who builds strong working relationships, extremely loyal, committed and organised with a high attention to detail, flexible and reliable. Specialties: Service development Implementation of workshop and service best practice Quality management Project management Supplier management Service core process Workshop process and procedures Warranty process and procedures
Allianz Global Assistance is a premium road side assistance provider for a number of blue chip motor manufacturers including Mercedes, BMW, Aston Martin Volvo Etc My current role responsibilities are: • Managing the technical relationships with a number of our key client brands, and for providing the main technical point of contact between AGA and the clients. • Development of processes required for the delivery of key assistance schemes. • Ensuring that the most appropriate vehicles tools and equipment is provided to support road side technicians. • Project managed the Technician fleet changeover of 80 vehicles on a 4-5 year cycle, including the vehicle acquisition, conversion requirements, training, hand over and after sales. • Manage and develop key supplier relationships and contracts ensuring the best service is provided with the best value. • Ensure KPIs and company objectives, performance criteria and cost reduction targets are met. Accomplishments: • Successfully managed the selection, conversion and delivery of our latest 2017 Assistance Vehicles. • Introduction of battery and waste recycling program • Successfully negotiated and agreed key supplier contracts.
Supplier Warranty Technical Officer at Nissans Field Quality Centre. • Warranty claim liability investigation activities with suppliers. • Responsible for approving the content of technical investigation reports from suppliers. • Joint inspection of parts with suppliers (either at Nissan or Suppliers facility) • Audit of supplier’s inspection facilities & procedures. • Supplier training and coaching to support above. • Data analysis, investigation and reporting. .
Assessment of compliance with warranty systems and procedures for the five Volkswagen Group brands dealer networks and other associated partners with access to the warranty systems. Identify short falls and compile detailed reports of all findings, present results to key stakeholders, agree action plans to achieve improvements in the warranty processes. Provide reports back to Brand & Group management. Provide coaching and advice to specific targeted businesses.
• I was responsible for managing the monitoring of network standards for all 5 Group Brands and the Paint & Body network, together with the auditing of AFRL with a team of 8 network auditors and support staff and a £1.5M budget and a reporting line direct to Volkswagen AG • Manage the development of the Group Quality Management System. Accomplishments: • Set up the Quality and Standards department for Volkswagen Group UK from January 2007 • Developed strong working relationship with the factory through regular meetings and communications. • Achieved exceptionally high target agreement scores with the factory for 2009 (95%) and 2010 (98%) reflecting a high level of satisfaction with the UK performance. • Managed the introduction of the factory audit management system into the UK, one of the first markets to accomplish this. • Successfully managed the integration of the standards Information resource web site into the individual brands intranets (18 month project) • Introduced and developed a comprehensive reporting suite bespoke to each brand giving accurate insight to network standards compliance • Successfully managed the business through 4 importer audits, with no non compliances in 2010 and 2011. • Developed a change strategy for the Group Quality system in 2009 • Introduced Quality Champions throughout the business