James Harper
Melbourne,VIC
Summary
Seasoned Service Manager with a proven track record at RDO Equipment, enhancing service delivery and customer satisfaction through strategic business planning and effective team leadership. Skilled in mechanical diagnostics and fostering a culture of continuous improvement, I've significantly boosted productivity and operational efficiency. My approach combines hands-on expertise with a commitment to after-sales support and staff mentorship.
Overview
9
9
years of professional experience
Work History
Service Manager
RDO Equipment
Derrimut, VIC
10.2023 - Current
- Established key performance indicators (KPIs) for the service team to measure success and productivity.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Motivated and supported employees to maintain low turnover.
- Represented the service department in executive meetings, providing reports and insights on performance and initiatives.
- Managed team of technicians to ensure high-quality service delivery and customer satisfaction.
- Established and enforced safety protocols to ensure a safe working environment for all employees.
- Facilitated communication between the service department and other company divisions.
Workshop Manager
Westar trucks
Derrimut, Victoria
09.2021 - 10.2023
- Inspected completed work to ensure conformance to specifications.
- Kept workshop operations in line with budget limitations and schedule demands.
- Developed strategies for improving overall performance of shop personnel.
- Established and maintained relationships to meet community needs and avoid service duplication.
- Implemented process improvements that increased productivity while reducing costs.
- Maintained records of all activities related to the operation of the workshop.
- Negotiated contracts with suppliers to ensure competitive pricing on materials and parts.
- Supervised use, maintenance and replacement of workshop tools, equipment and materials.
Branch Manager
Scania
Laverton, VIC
09.2019 - 09.2021
- Assisted other branches when needed during peak periods or special projects.
- Conducted regular performance reviews for all employees in the branch.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
- Analyzed competitors and market trends to facilitate business growth.
- Developed and implemented financial strategies to maximize profits and reduce costs.
- Provided feedback on employee performance evaluations conducted by supervisors.
- Facilitated weekly meetings with staff members to discuss progress on current initiatives.
- Communicated with stockholders or other investors to provide information or raise capital.
- Managed staff scheduling, hiring and training processes.
Workshop Controller
Scania
Laverton, VIC
06.2017 - 09.2019
- Controlled revenue collection systems to maintain information quality and integrity.
- Oversaw month-end closing process, prepared financial statements and managed advanced reconciliations.
- Updated documentation for rejected components and finished products.
- Designed and formatted financial reports for internal and external users.
- Directed staff members on how best to complete tasks efficiently while meeting quality standards.
- Evaluated team and shop activities to uncover issues and develop improvement plans.
- Prepared monthly financial statements, coordinated annual audits and facilitated preparation of Consolidated Annual Financial Reports (CAFR).
- Improved billing and month-end reporting processes.
- Supervised use, maintenance and replacement of workshop tools, equipment and materials.
Service Technician
Scania
Laverton, VIC
12.2015 - 06.2017
- Routinely inspected equipment for preventive and emergency maintenance needs.
- Completed scheduled appointments on time to drive quality service.
- Relayed important safety guidelines to clients to achieve thorough understanding of new equipment.
- Completed documentation promptly, enabling service requests to be properly recorded and tracked.
- Estimated cost of labor and materials for projects and communicated value to clients.
- Followed established safety rules, OSHA guidelines and company safety policies and procedures.
- Set up and operated mechanical and manual tools and equipment.
- Installed new appliances, wiring and machinery in homes with defective equipment.
- Logged services performed in service ticket system.
- Conducted service appointments to diagnose and fix problems.
- Repaired faulty components such as motors, pumps, valves, switches.
Skills
- Strategic business planning
- Supply procurement
- Culture development
- After-sales support
- Productivity monitoring
- Team leadership
- Staff management
- Multitasking and organization
- Estimating and quoting
- Mechanical diagnostics
- Staff supervision
- Forecasting
- Coaching and mentorship
- Maintenance planning
Timeline
Service Manager
RDO Equipment
10.2023 - Current
Workshop Manager
Westar trucks
09.2021 - 10.2023
Branch Manager
Scania
09.2019 - 09.2021
Workshop Controller
Scania
06.2017 - 09.2019
Service Technician
Scania
12.2015 - 06.2017
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