Gordon Guppy

Experience

• 

  Planit Cutting Edge Solutions

  Jul 2015 - now

  Lead and manage the national service team, setting goals and priorities to align service delivery with company objectives.Ensure consistent service quality across Australia by guiding and supporting Service and Sales teams.Oversee customer support processes, ensuring timely issue resolution and high customer satisfaction.Identify and implement service improvements to address customer concerns and enhance efficiency.Establish best practices and monitor performance metrics (e.g., response time, resolution time) to drive continuous improvement.Coordinate resources across regions to meet customer needs and optimize team efficiency.Resolve complex or high-priority service cases and act as the escalation point for critical customer issues.Oversee training and development of Service and Sales staff, ensuring they stay updated on industry trends and technical skills.Track and report on key performance indicators (KPIs) to measure and improve service department performance. Weniger anzeigen Lead, mentor, and motivate a team of service professionals to deliver exceptional support and foster a high-performance work environment.Oversee task assignments, performance monitoring, and guidance to ensure high-quality service delivery.Manage the resolution of client issues related to CABINET VISION, ensuring timely and effective solutions.Handle escalated technical support cases and act as the primary contact for critical or high-priority issues.Identify opportunities to streamline support processes, improve team efficiency, and enhance service outcomes.Develop and implement best practices for troubleshooting, customer communication, and issue resolution.Ensure adherence to standard operating procedures (SOPs) and quality assurance guidelines.Monitor customer satisfaction and address concerns or areas for improvement proactively.Collaborate with the Sales team and share customer feedback and align support activities with company goals.Build and maintain strong client relationships, ensuring satisfaction with CABINET VISION and support services.Train and develop team members through educational materials, knowledge-sharing sessions, and skill gap assessments. Weniger anzeigen Implement and configure CABINET VISION to integrate with manufacturing systems, ensuring compatibility and optimal performance.Customise CABINET VISION settings, libraries and post-processors to meet specific customer requirements.Provide technical support, troubleshooting, and software updates to clients, ensuring their business needs are met.Deliver end-user training to maximize software utilization for design, modeling, and manufacturing processes.Test CABINET VISION to ensure compliance with industry standards, functional requirements, and safety regulations.Create user manuals, process documentation, and performance reports to keep stakeholders informed.Proficient in CABINET VISION and its integration into manufacturing systems.Diagnose and resolve software issues, including crashes, performance problems, and compatibility challenges.Use programming skills to develop custom solutions and automate workflows. Apply strong analytical and problem-solving skills to address production workflow issues and implement software solutions.Manage projects effectively, including timelines, team coordination, and on-schedule delivery.Familiar with manufacturing processes, CNC programming, machine tools, and the specific needs of the joinery industry.Ensure precision and accuracy in all software configurations, processes, and integrations. Weniger anzeigen

  • National Service Manager

    Jan 2021 - now

  • Services Team Leader

    Feb 2021 - Jan 2021

  • Integrator

    Jul 2015 - Feb 2021