Mark Roughley

Experience

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  West Pennine Trucks

  Jun 1993 - Oct 1997

  Area Parts Sales Marketing Representative

  Management of a customer database.Use customer feedback to develop a parts marketing trategy.Increase business activity with the creation of competitive parts sales solutionsDetermine the best products and pricing to gain increased turnover and financial contribution.

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  Swedish Truck Parts

  Jan 1997 - Jan 1999

  Regional Sales Representative

  Set up a new business based in Liverpool Develop a new customer base Build a database of the vehicle park.Identify customer needsDevelop new product lines and business opportunities.

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  Daimler Chrysler UK ltd

  Jan 1999 - Jan 2006

  Parts Technical Co-ordinator

  Provide support for the Mercedes–Benz, Mitsubishi, smart and Chrysler Jeep dealer networkLiase with DCAG in Germany and Mitsubishi in Portugal.Provide assistance to other departments within DCUK in relation to parts technical queries.Find a resolution for parts identification errors on epcAttend technical training courses for new productsWrite and deliver presentations

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  Chrysler UK limited

  Dec 2006 - Jan 2012

  Customer Support Technical Manager

  Review all serious cases including the repurchase of vehicles and financial contributions.Monitor any long term back orders of parts and find suitable solutions. Review and manage escalated customer cases to a speedy resolutionReview and administer all high value goodwill requests.First point of contact for all corporate customerPolice liaison for Chrysler UK Limited.Represent Chrysler at SMMT meetings.Review and action all customer cases raised to Managing director

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  Volkswagen Group UK

  Jan 2012 - Dec 2013

  Parts Support Manager

  I developed, compiled and analysed a weekly report using data obtained from various sources to identify areas of possible improvement or concern.Instigated sustainable solutions to high profile issues in co-operation with other departments within the business..Monitored back orders for all brands within the VW Group, escalating where necessary any long term concerns .Published regular communications to the VWG retailer network and internal departmentsMaintained an up to date knowledge of Group products, Systems and Technical developments. Identified key areas of process improvement and implemented a revised procedure improving Service level by 10% to 95%. Arrange and participated in a series of Management Forums for all five brands within the Volkswagen Group co-ordinating with colleagues across the business. Show less

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  General Motors (Aditya Birla Minacs)

  Mar 2014 - Dec 2014

  Business Analyst

  Business Analyst at General Motors, analysising data from dealer activity to vehicle performance for eight European countries. Identifying trends, areas for improvement and making recommendations to senior management and key stake holders. Compile timely Ad-hoc reports on request from Key Stake holders.Developed a new process for monitoring and handling technical enquirers for uk and revised technical support process for Italy . Creation and administration of technical support process maps using micro Visio Show less

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  Volkswagen Group UK Ltd

  Jan 2015 - Dec 2018

  Developed a robust process and reporting tool which improved Customer retention and Volkswagen Group profile perception.Liaised with Key stakeholders and used multiple data streams to make considered financial decisions in line with company policy. Created a weekly review of spend, retailer and department performance. Identified trends, causes and solutions in line with business requirements. Apprentice Technical Trainer for Bentley, Audi, Volkswagen PC/CV, Seat and Skoda. Create and deliver a series of training courses in line with IMI and brand requirements. Subjects include Customer Service best practise, Marketing, Consumer law, Volkswagen Group vehicles technologies, VWG systems and processes.TAP cert in training delivery.

  • Network Support Executive

    May 2017 - Dec 2018

  • Apprentice Technical Trainer

    Jan 2015 - May 2017
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  Volkswagen Group (Babcock international)

  Mar 2019 - Sept 2020

  Vocational Learner Assessor

  Provide Guidance, Support to the apprentice and monitor their welfareMonitor apprentices’ progress in Apprenticeship framework Ensure Apprentice meet competencies are meet Assignments are uploaded in line with IMI requirement for verifying and evaluation as per company proceduresAssist in the marketing of the Company Apprenticeship programmes and other business opportunities to potential learners and employersMonitor all apprentices in accordance with their framework pathway