Experience

• 

  Itipack systems

  May 2012 - Oct 2019

  • Project Coordinator

    Mar 2018 - Oct 2019

  • Parts and Service Coordinator

    Nov 2013 - Mar 2018

  • Junior Purchaser

    Jun 2013 - Nov 2013

  • Receptionist

    May 2012 - Jun 2013
• 

  Itipack systems

  Dec 2022 - now

  Lead, develop, and coach Aftermarket Support team, with roles covering technical sales, strapping head rebuilds, inventory management, logistics, parts/service/project coordination, and field services. Build, equip, and train high performing service technicians as required based on service schedule loads. Establish KPIs and metrics to measure team effectiveness and overall performance. Set expectations for the team and provide support in the achievement of objectives.Oversee scheduling, tracking, and invoicing of service calls and rebuilds. Manage the strapping head rebuild program within time and quality constraints.Manage and optimize inventory for spare parts and replacement items. Direct and support the Aftermarket Support team members and processes to create an outstanding customer experience. Ensure customers’ needs are met with in a prompt, accurate, and thorough manner; eg. access to parts/components, resolution of inquiries/issues, etc. Adopt a results-focused approach, with accountability for spare parts, rebuilds, and service calls being completed in a timely manner while maintaining a high level of quality. Analyze/monitor customer satisfaction. Collaborate with Sales, Marketing, and Product Development teams to communicate customer feedback on products and services. Develop/execute action plans to address any issues requiring attention.Manage Aftersales Support team’s budget and margins, with accountability for effective resource utilization, departmental expenditures, and profitability. Show less

  • Aftersales Support Manager

    Oct 2019 - now

  • Head Rebuild Coordinator

    Dec 2022 - now