Matthew Stainton
Tooradin,Victoria
Summary
Accomplished Aftersales Business Development and Service Operations Leader with over 15 years of experience across the caravan and recreational vehicle industry. Recognised for driving network growth, operational excellence, and customer satisfaction across Australia and New Zealand. A highly focused and motivated professional with a proven ability to develop and implement systems, processes, and strategies that enhance efficiency, boost productivity, and deliver sustained revenue growth.
Overview
2026
2026
years of professional experience
Work history
Aftersales Business Development Manager
Jayco Corporation PTY
Dandenong South, Victoria
2022.01 - Current
- Lead aftersales development across 29 dealerships in Australia and New Zealand, driving performance, compliance, and strategic growth.
- Spearhead dealership expansion initiatives, aligning network development with Jayco’s business objectives.
- Cultivate and manage strategic relationships with suppliers to ensure alignment with Jayco’s operational and customer service goals, including the development of aftersales modifications and accessories that expand customer options and drive dealership revenue growth.
- Design and implement standardized aftersales protocols, ensuring consistent service quality across the dealership network.
- Conduct performance and compliance assessments to align dealerships with Jayco’s policies, procedures, and operational standards.
- Author and deploy comprehensive warranty policies and procedures for dealerships and service agents.
- Establish and oversee an annual third-party warranty audit program to ensure national compliance and accountability.
- Champion innovation and continuous improvement within Jayco’s Aftersales division at the Manufacturing Facility.
- Manage and grow the ‘Approved Service Agent’ program, enhancing service coverage and quality across Australia and New Zealand.
- Found and lead the Jayco Academy technician training program, including curriculum development and delivery oversight.
- Develop and launch an aftersales learning management system to support dealership team development and onboarding.
- Create national dashboards for performance benchmarking across warranty, parts, product, workshop, training, and dealership metrics.
- Maintain strategic partnership with the DMS provider, driving platform enhancements and supporting dealership integration.
- Serve as the primary support contact for all dealerships and approved service agents, ensuring operational continuity.
- Proficient in AutoCAD, Power BI, and various IT platforms to support data-driven decision-making and process optimization.
Service Operations Manager
Jayco Corporation PTY Ltd
Dandenong South, Victoria
2019.04 - 2021.12
- Successfully designed, developed, and project-managed the implementation and expansion of Jayco’s benchmark onsite service repair centre.
- Developed industry-leading service facility systems and processes adopted across the Jayco dealership network and broader caravan industry.
- Oversaw daily operations of Jayco’s onsite service department, ensuring efficient workflow and high service standards.
- Implemented targeted revenue growth strategies for the service centre, contributing to increased profitability and service capacity.
- Continuously optimized workshop operations to enhance efficiency, productivity, workflow, and customer satisfaction.
- Created and evolved industry-standard repair methods and service programs for Jayco dealerships and service agents across Australia and New Zealand.
- Conducted national dealership service assessments, delivering actionable reports and long-term improvement plans for service operations.
- Supported the development of dealership service reporting dashboards and benchmarking tools to monitor and improve performance.
- Collaborated with manufacturing and production departments to improve product design, quality, and longevity, enhancing overall customer satisfaction.
- Built and led a high-performing, diverse team with a 93% retention rate, fostering a culture of excellence and accountability.
- Designed and delivered technical training programs for the aftersales network and service technicians, promoting best-practice repair standards.
Customer Service and Warranty Manager
Jayco Corporation Pty Ltd
Dandenong South, Victoria
2018 - 2019
- Managed warranty claims and quotations for over 120 service repair agents and dealerships across Australia and New Zealand.
- Provided technical assistance and support to Jayco customers and dealerships, ensuring timely and accurate resolutions.
- Successfully developed and expanded the service agent network, increasing national service capacity and accessibility.
- Delivered professional and empathetic responses to customer inquiries and complaints, both verbally and in writing.
- Handled complex case management and conflict resolution for customer complaints across Australia and New Zealand.
- Assisted transient customers by coordinating with dealerships and repair agents to ensure prompt service and follow-up.
- Collaborated with dealerships to resolve customer concerns and maintain high service standards.
- Liaised with marketing and sales teams to address cross-functional inquiries and support customer engagement efforts.
- Supported the development of service reporting dashboards and benchmarking tools to improve dealership performance.
Service Advisor
Jayco Corporation Pty Ltd
Dandenong South, Victoria
2017 - 2018
- Greeted customers, catalogued concerns, and scheduled service appointments to ensure smooth and timely service delivery.
- Attended to telephone and email service enquiries and bookings with professionalism and attention to detail.
- Explained repair work clearly to customers and confirmed warranty coverage where applicable.
- Prepared accurate service repair orders and conveyed customer requirements to the workshop team.
- Estimated costs and timelines for retail, insurance, and warranty repairs or quotations.
- Ensured timely ordering and delivery of parts to meet customer commitments and service deadlines.
- Determined job completion timelines and confirmed payment methods with customers.
- Managed invoicing and warranty claim submissions to Jayco and third-party suppliers.
- Built strong, long-term customer relationships, fostering trust and satisfaction in the Jayco brand.
- Effectively managed and resolved customer complaints and disputes before and after repairs, maintaining high service standards
Service Technician
Jayco Corporation Pty Ltd
Dandenong South, Victoria
2013 - 2017
- Performed major repairs across Jayco’s full product range, ensuring structural integrity and functional excellence.
- Delivered high-quality workmanship, consistently meeting or exceeding Jayco’s repair standards.
- Completed all repairs within allocated standard times, supporting workshop efficiency and customer satisfaction.
- Carried out yard duties including tractor operation, contributing to site logistics and vehicle movement.
Service Technician
Couplands Caravans
, United Kingdom
2009 - 2013
- Carried out pre-delivery inspections on new caravans and performed customer handovers to ensure readiness and satisfaction.
- Installed additional extras and accessories as required, supporting customization and customer preferences.
- Performed major structural repairs including wall and roof replacements, gaining early experience in complex service tasks.
- Conducted annual servicing and maintenance as required, contributing to long-term product reliability.
- Assisted with yard operations and tractor driving, supporting workshop logistics and vehicle movement
Education
Caravan Engineering
City & Guilds
United KingdomElectrical Testing & Inspection Competency Level 2
Cito - Caravan Industry Training
United KingdomLV/ELV Systems, Equipment & Circuits Competency
Cito - Caravan Industry Training
United kingdomSafety Awareness Certificate In The Use Of LPG
UK Certification
United kingdomLeadership Through Self Managment
Performance Shift
Melbourne, VictoriaExceptional Customer Service
Victorian chamber of commerce and industry
Melbourne, VictoriaEffective Email Communication
Victorian chamber of commerce and industry
Melbourne, VictoriaTime Managment
Victorian chamber of commerce and industry
Melbourne, VictoriaSkills
- Aftersales Strategy & Development
- Network Expansion & Management
- Project Leadership
- Team Leadership & Retention
- Cross-Functional Collaboration
- Operational Excellence
- Training & Learning Systems
- Technical Expertise
- Customer & Dealer Support
- Process Design & Implementation
- Performance Benchmarking
- Supplier Relationship Management
Awards
Caravan Industry Victoria Employee of the Year for Service and Repair. - 2022
Timeline
Aftersales Business Development Manager
Jayco Corporation PTY
2022.01 - Current
Service Operations Manager
Jayco Corporation PTY Ltd
2019.04 - 2021.12
Customer Service and Warranty Manager
Jayco Corporation Pty Ltd
2018 - 2019
Service Advisor
Jayco Corporation Pty Ltd
2017 - 2018
Service Technician
Jayco Corporation Pty Ltd
2013 - 2017
Service Technician
Couplands Caravans
2009 - 2013
Caravan Engineering
City & Guilds
Electrical Testing & Inspection Competency Level 2
Cito - Caravan Industry Training
LV/ELV Systems, Equipment & Circuits Competency
Cito - Caravan Industry Training
Safety Awareness Certificate In The Use Of LPG
UK Certification
Leadership Through Self Managment
Performance Shift
Exceptional Customer Service
Victorian chamber of commerce and industry
Effective Email Communication
Victorian chamber of commerce and industry
Time Managment
Victorian chamber of commerce and industry