Craig Williamson
Heritage Park,Australia
Summary
To secure a position with a well-established organization with a stable environment that will lead to a lasting relationship in the field of customer service management where my experience can be utilized to improve customer satisfaction & continue to use my managerial, administrative, and organizational skills to promote growth and foster professional development. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
Work History
QLD State Manager
Avada Group
06.2023 - Current
- Accountability for five QLD business units - $120M turnover
- 1300 x employees / 800 Fleet & vehicles
- Management & responsibility of Avada’s Integrated Safety Management system, including safety, environment & quality
- Identification of market penetration for major customers & QLD market, development of strategic plan for growth
- Provide an overview of the expansion or contraction of monthly recurring revenue and identify opportunities for growth or customer risks
- Ensure a positive trend for utilisation of vehicles, equipment and people rostering within each business unit
- Manage relationships with region-wide customers and or key customers to retain and grow revenue
- Monitor and safeguard existing capital assets, businesses, and brands to ensure no impairment to tacquisitions and support the justification for further investment by the AVADA group
- Ensure succession plans are in place for internal roles within businesses and also between business units
- Accountability to ensure the QLD business has positive FCF, free cash flow, positive CAGR, compound annual growth rate and meets or exceeds budgeted EBITDA
- Ensure cost management in all aspects of the operations.
General Manager – Reclamation & Engineering Services (Austchrome / HMG)
Sime Darby Industrial Services
12.2021 - 06.2023
- Accountability for two business units - $90M turnover
- Develop strategic plan for optimized productivity
- Review and improve organizational effectiveness by developing processes, overseeing 300 employees, establishing a highly motivational work environment, and implementing innovative changes
- Adhere to company standards for excellence and quality
- Seek out opportunities for expansion and growth by developing new business relationships
- Provide guidance and feedback to help others strengthen specific knowledge/skill areas
- Excellent communication, collaboration, and delegation skills
- Proven ability to develop and achieve financial plans
- Ability to motivate and lead employees by building a positive & engaged workforce
- Strong working knowledge of operational procedures & compliance.
Area Manager – South East Queensland
Hastings Deering Pty Ltd
02.2018 - 12.2021
- Primary function to provide leadership, management, maintenance & control of SEQ Area operations including Business Centre facilities across Brisbane, Sunshine Coast, Gold Coast & Toowoomba
- Strong focus on Construction Industries & Mining where applicable
- Oversee Business Centre activities in the area ensuring, safe operation, premium customer relationship management, strategic growth, increased market share & continuous improvement to all areas of the business, whilst maintaining adequate cost control & profitability
- Maintain a strong focus on CPS principles to ensure the “flow of parts”, machines & components to customers by need by / promise date
- Ensure annual budgets & objectives are prepared to the company timetable & to meet company objectives & market needs
- Monitor financial performance against budgeted targets & make recommendations & adjustments accordingly
- Accountability for $250M Parts & Service P&L
- Ensure that equipment PINS & Parts & Service sales DCAL met budget levels & are acceptable to the key suppliers! Provide regular team briefings, 1:1 coaching & individual development plans to enhance team member’s performance & raise the bar for the team to a consistent level
- Communicate, demonstrate & ensure commitment to company vision & values & operational priorities
- Ensure compliance to site, territory & national regulations & legislation & adherence to company policy, procedure & standards
- Ensure safety management systems are implemented & monitored for the team.
Customer Support Manager, South East Queensland
Hastings Deering Pty Ltd
01.2015 - 02.2018
- Responsible for ensuring that all personnel promote the Caterpillar Product and Hastings Deering support services and maintain excellent customer relations at all levels
- Maintaining the customer’s perception that Caterpillar equipment provides the lowest cost per unit, produced the maximum profitability and represents the best long-term investment in the industry
- Ensuring all equipment users must consider Hastings Deering to be the industry’s most professional, courteous and helpful company offering a “one safe source” of supply
- Ensuring all customer complaints relative to Parts Department or marketing activities are attended to as a matter of priority and resolved in a timely manner
- Complaints relating to Service Department or product problems are directed to the Area Service Manager
- Analyze economic, political and market factors as they affect the Hastings Deering business in the area and take appropriate action to maximize benefits and minimize adverse effects
- Assist with the preparation of annual budgets in line with company guidelines and objectives
- Assist as required in development of Company 5-year plan
- Ensure actions by competitors are closely monitored and senior management are advised of any threats to Hastings Deering business
- Accountable through the efforts of the Product Support Representatives to assist in achieving the service sales budget, in conjunction with the Service Manager and Area Manager develop service marketing programs aimed at increasing service sales volume and profitability
- Maintaining close liaison with Service Manager and Area Manager and ensure that the efforts of the Product Support Representatives and advertising programs are directed in a manner which will improve the Customer acceptability of Hastings Deering support
- Full control of the Product Support Representatives and development of suitable territory coverage plans
- Attending regular Customer field visits with each of the Product Support Representatives and ensuring an effective marketing approach are always adopted
- Monitor the sales/cost effectiveness of each Representative and implement appropriate controls
- Undertake regular reviews of representative’s activities to ensure good Customer coverage and effective territory planning is being maintained
- Maintaining good communications within the Department and Area and with other Departments of the Company
- Ensuring operational management are kept informed on matters requiring their involvement
- Maintaining good working relations with Caterpillar of Australia
- Ensuring visits by Manufacturers Company personnel are coordinated in a professional manner and they are assisted in exercising their duties
- Information required by Manufacturers is forwarded by due date
- Ensuring manufacturers are kept informed on matters affecting our ability to sell their product
- Keep senior management advised of major customer issues and recommends appropriate actions to resolve them.
Mining Project Manager
Hastings Deering Pty Ltd
05.2013 - 01.2015
- Management accountability / contractual engagement for the MMSA / MARC Contracts at BMA Peak Downs Mine, including a total workforce of 110
- (90 x Technicians, 10 x Supervisors, 5 x Maintenance Planners, 3 x Maintenance Support Supervisor & 2 x Administration Assistants
- Equipment Management for 43 x LOHT, including 797F, 793F, 793D, 793C, 785, 777 machines
- Full commitment & focus on achieving a “No Harm” Workplace, including completing Significant Incident Reports & ICAM Investigations
- Building a strong relationship with the customer & providing low-cost options in terms of maintenance strategies for trucking fleets
- Reviewing Daily downtime events & introducing new maintenance practices to ensure Fleet Availability / Reliability
- Reviewing contract Trading Statements, ensuring company expenses & profit are controlled
- Managing WIP daily to ensure compliance
- Monthly Performance Meetings with the customer, outlining any issues with the contracts
- Liaising directly with the HR Department in relation disciplinary / EA & employment enquiries.
Product Support Representative Mining
Hastings Deering Pty Ltd
06.2012 - 05.2013
- Complete Parts & Service Marketing for BMA Sites Goonyella Riverside & Peak Downs
- Commitment to safety & continuous improvement & well-developed time management skills
- Custom Track Inspections investigating all facets of machines undercarriages, providing detailed reports on operation techniques & machine application
- Review inventory levels to ensure correct settings are applied to meet customer requirements, correct parts available to support customer base
- Advising on operation & maintenance procedures & introducing cost saving service programs to obtain maximum value to the customer
- Experience both with Maintenance & Parts schedules for the following Caterpillar machinery, 16M, 16H, 24M, 24H, D10R, D10T, D11R, D11T, 854K, 777G, 785C, 789D, 793D, 793F, 797F.
Operations Manager Mackay
MTU Detroit Diesel Australia Pty Ltd
01.2011 - 06.2012
- Proactively plan workshop activities to ensure forward planning of workshop jobs and full capacity utilization and employ service
- Planning systems to ensure that appropriate levels of parts and consumables are stocked to meet workshop schedules
- Manage branch internal and external customer orders including requests for quotes, purchase orders, and order progress
- Proactively investigate and rectify invoice mismatches, overdue orders and other inventory issues
- Complete Planning of all scheduled servicing & labour requirements for all sites in Bowen Basin including 32 workshop personnel & 8 Fulltime technicians
- Building very strong relationships with “On Highway “customers & understanding their requirements
- Experience both with Maintenance & Parts schedules for the following machinery, Terex 3300AC ,3700AC , 4400AC , 4400DC ,Hitachi EX2500 , 3600 , 5500 , Liebherr T282 , Le-Tourneau L1850 , Komatsu 830E including W3 ,W4 , W5 .Servicing & complete planning of Engine Change Outs
- Current full time planning of Service & Parts requirements for the following sites, Hail Creek, Blair Athol , Goonyella Riverside, Saraji , Jellinbah , Lake Vermont ,Curragh , Lake Lindsay ,Norwich Park, Millennium , Coppabella , Ensham , Newlands , Foxleigh , & Blackwater.
Parts & Inventory Manager
MTU Detroit Diesel Australia Pty Ltd
01.2010 - 01.2011
- Responsible for the management of branch inventory operations to deliver safe, reliable, cost-effective inventory management and customer service excellence’ to stimulate branch operations
- Manage branch internal and external customer orders including requests for quotes, purchase orders, and order progress
- Proactively investigate and rectify invoice mismatches, overdue orders and other inventory issues
- Review and maintain inventory to ensure correct settings are applied to meet customer requirements, optimize inventory levels and implement automatic inventory controls.
Aftersales Advisor
MTU Detroit Diesel Australia Pty Ltd
01.2008 - 12.2010
- Increasing & maximising all Parts / product sales which involved liaising with client base & providing technical Parts interpreting service to Mackay & all respective mine sites throughout the Bowen Basin..
- Full experience in On-Highway, Mining, Marine & Agricultural engines.
Education
Skills
- Operations Management
- Strategic Planning
- Sales Leadership
- Relationship Management
- Customer Relationship Management
- Training and Development
- Hiring and Training
References
- Micheal Dawson, Executive Manager Safety & Sustainability – Hastings Deering Pty Ltd, 0437 477 268
- Rob Freeman, Chief Executive Officer – Sime Darby Industrial Services, 0400 904 051
- George Spink, Executive General Manager – Sime Darby Industrial Services (Decoda), 0419 371 192
Business Achievements
- Record turnover achieved for MTU Detroit Diesel Mackay branch (2010 / 2011)
- Successfully negotiated & managed MMSA / MARC major Caterpillar contracts for BMA Peak Downs, including global leading fleet availability for BHP (797F Ultra class LOHT)
- 600 Days LTI free record at BMA Peak Downs
- Successfully managed 2 x Enterprise Bargaining agreements ( 2016 / 2019)
- Hastings Deering Covid 19 Management Project - selected as key stakeholder for Australian operations
- Hastings Deering, Key Safety Initiative - Implementation of "Top 4" Safety program, pivotal in reducing TRIFR performance from 88 to 3.
- Successfully completed Carefactor Safety Leadership Program - "The Psychology of Effective Safety Leadership".
Timeline
QLD State Manager
Avada Group
06.2023 - Current
General Manager – Reclamation & Engineering Services (Austchrome / HMG)
Sime Darby Industrial Services
12.2021 - 06.2023
Area Manager – South East Queensland
Hastings Deering Pty Ltd
02.2018 - 12.2021
Customer Support Manager, South East Queensland
Hastings Deering Pty Ltd
01.2015 - 02.2018
Mining Project Manager
Hastings Deering Pty Ltd
05.2013 - 01.2015
Product Support Representative Mining
Hastings Deering Pty Ltd
06.2012 - 05.2013
Operations Manager Mackay
MTU Detroit Diesel Australia Pty Ltd
01.2011 - 06.2012
Parts & Inventory Manager
MTU Detroit Diesel Australia Pty Ltd
01.2010 - 01.2011
Aftersales Advisor
MTU Detroit Diesel Australia Pty Ltd
01.2008 - 12.2010
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