Experience

• 

  Lucas service uk limited

  Jul 1978 - Jun 1988

  Auto electrician
• 

  Dunfermline autocentre limited

  Jun 1988 - Feb 2003

  Ford master technician, workshop controller / foreman
• 

  Park's motor group

  Feb 2003 - Apr 2005

  Service manager
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  Dunfermline autocentre limited

  Apr 2005 - Feb 2011

  Manager
• 

  Arnold clark

  Mar 2011 - Dec 2014

  Aftersales manager
• 

  I.m. group limited

  Dec 2014 - Dec 2018

  Regional aftersales manager & technical field engineer subaru isuzu and great wall

  • Responsible for Northern region Business Aftersales and Technical Field Support, Remote diagnostic support.• Analyse dealership KPI’s to support business improvement increasing labour performance and parts sales.• Review dealership monthly composite accounts to increase parts per customer visit• Review EVHC via Dealership DMS advise service teams to increase sales• Identify business opportunities to increase customer service levels• Monitor right first time / return to workshop in conjunction with dealer CSI and offer improvement plans• Ensure dealership DMS systems are integrated with head office• Attend meetings with dealership heads of business / owners with finding to improve Aftersales• Monitor monthly dealer labour utilisation, efficiency and productivity performance, implement improvement plans• Technical field support, remote diagnostic support, remote software updating, key programming to reduce vehicle downtime increasing customer satisfaction• Carry out warranty audits and advise on procedures• Carry out in dealer aftersales staff training Show less

• 

  Arnold clark

  Dec 2018 - Dec 2020

  Service manager

  • Maximise productivity to exceed sales and labour targets.• Review aftersales financial performance and take appropriate actions where necessary.• Monitor monthly accounts regularly to ensure total revenue is maximised and costs within budget• Identify business opportunities to increase customer service levels & profits.• Monitor Sales preparation times, ensure actions are in place to achieved agreed preparation timescales.• Monitor labour utilisation, efficiency and productivity performance, create and implement actions to improve underperforming workshop KPI's. Show less

• 

  Dalkeith retail group limited ( your ford centre )

  Feb 2021 - May 2024

  Group aftersales manager

  • Implement effective policies and procedures to ensure best practice throughout the group to ensure continued growth.• To inspire, provide leadership and effectively maximise productivity meeting and exceed sales and profit targets.• Monitor and review aftersales departments' financial performance and take appropriate actions where necessary.• Monitor monthly and YTD management accounts regularly to ensure total expenditure does not exceed agreed budget.• Identify business opportunities within the Group to increase customer service levels & profits.• Implement agreed Group retention strategies and Group retention programs to maintain and increase customer loyalty.• Understand all Aftersales IT systems and programs ensuring these tools are used to their optimum at each site, train and consult when required.• Monitor Sales preparation times, ensure actions are in place to achieved agreed preparation timescales.• Monitor labour utilisation, efficiency and productivity performance, create and implement actions to improve underperforming workshop KPI's.• Monitor Ford Group warranty claims, assist warranty administration inputting claims for Car & CV through Ford OWS system. Show less