Bristol, England, United Kingdom
Prepared to make tough decisions and take responsibility for own actions/decisions Problem orientated and determined to find technically sound solutions that are commercially viable Proven track record of running investigations and leveraging the skills of other engineering resources to identify previously unknown problems, as well as recommending and implementing appropriate solutions Capable of data analysis using software to trend data, identify potential emerging issues and draw conclusions that stand-up to scrutiny from product Chief Engineer Over 12 years’ experience in the mechanical/electronic engineering field Ability to effectively collate and disseminate knowledge to customers and colleagues Proven track record of meeting deadlines and resolving disputes Excellent written and verbal communication skills
Customer Calibration Integration Leader – October 2013 to date • Act as customer's first point of contact for all calibration related queries • Advise customer of the need for calibration updates across entire Cummins product range. • Responsible for ensuring calibrations released to key customer are fully tested and defect free • Provide technical information to ensure customer's installations meets Cummins installation requirements • Identify key improvement areas to increase customer’s NPS score Account Factory Field Service Engineer – October 2012 to September 2013 • Responsible for resolution of all hard to diagnose issues across the entire HHP product range • Carry out gas commissioning work at customers new project sites to ensure emission compliance and engine performance • Selection of appropriate datalogging solutions to gather information to support active improvement projects • Identify gaps in current published troubleshooting procedures and recommend corrections • Review trend data from customers engines and direct appropriate intervention actions • Act as voice of the customer to other departments to ensure prioritisation of emerging issues • Key contact point for issue resolution and status update to/from customer QSK50 Infant Care Engineer – March 2010 to October 2012 • Core Member of New Product Infant Care Team - Developed tacking database to ensure full visibility of issues, unit number and campaign status on a real time basis • Responsible for ensuring all product problems are traced and entered into the Cummins quality improvement process; • Carry out investigations on product issues at Customer locations and feed back into the Cummins Engineering functions • Conduct field test • Ensure campaign tracking/completion • Telemisis data interrogation – Identify potential emerging issues and drive problem definition and resolution • Adhoc product support to external/internal stakeholders
• Responsible for ensuring all deadlines and targets for access rates were achieved; • This was a customer facing role that required: - good communication skills; - time management skills; - ability to manage multiple priorities; - flexibility; - attention to detail; - self-motivation.
• Teaching to UK Government OFSTED standards; • Developed training modules, teaching guidelines, reference material and standardised marking criteria; • Assisted management on the successful retention of the key client; • Developed standardised assessment and marking criteria for external client (IRTEC).
• Provided training to company’s and customers employees; • Responsible for ensuring training material was kept constantly up to date with the company’s product specifications through review and dissemination of technical updates issued by other departments; • Selected to attend training course in Phoenix, Arizona, U.S.A, to obtain a full understanding of a new engine (retailing at circa $90,000 each) and then act as the primary training contact for the EMEA region.
• Supported transition/set-up of Cummins owned distributor in Dubai, U.A.E, including set-up of fuel pump rebuild facility capable of meeting Cummins strict repair standards; • Undertook interim Service Manager role for Dubai responsible for preparing and issuing job quotations, invoicing customers (revenue circa $200,000), and organising workload of six expat Service Engineers until facility was fully established; • Progressed onto the role of International Field Service Support Engineer reporting into the Country Account Manager; • Attended operational sites to carry out failure analysis/diagnostics, repair the product where possible or organised for a replacement, ascertain the reason for the failure and recommend whether a warranty claim was acceptable. Responsibility for engines costing up to US$ 1m each.
• Attended customer’s premises, diagnosed fault, communicated to the customer the diagnosis of the fault and liaised with the repair department to ensure that the repairs were completed to the customer’s satisfaction.