Nicholas Stevens
Chittaway point,NSW
Summary
I believe my strong diagnostic background and technical support experience in Jaguar Land Rover, my attention to detail and workmanship quality gained by working on Range Rover can be very useful to provide new options and thinking to bring further quality to any manufacturer. My experience within majority of roles across a customer service department and corporate experiences in both established and start up OEMs sets me apart from most along with my willingness to learn and grow in both an individual and team environment.
My motivation, commitment and pre-existing skills will allow me to fit into any work environment and immediately start supporting the needs of an organization. I have a strong worth ethic and enjoy what I do and from these I believe I go above and beyond in all parts of job. I enjoy a challenge as experiencing something new and adapting is how you learn and what I have strived to do throughout my career and always believe it’s great to learn something new.
I can be contacted on the details provided above
Overview
20
20
years of professional experience
Work History
Technical Operations Manager
Polestar Australia
10.2022 - Current
- Manage high performing national Technical Support Team for all vehicle concerns, diagnostic and repair
- Supporting all retailer technicians (17 retailers/ 70+ Technicians and growing) on diagnostic and repairs of customer, fleet, and internal vehicles
- Project lead the design and build of global first Polestar Technical Support system
- Project lead the business case for Polestar Technical Support in Australia. One of two internal Technical Support teams globally for Polestar.
- National support for all technicians on vehicle repair “best practises” with focus on improving processes and reducing VOR times and business costs
- Manage and support Field engineer Team with retailers and customers
- Support internal departments with all Technical enquiries
- Built and implementing new diagnostic and technical support processes to all retailers to improve diagnostic capabilities of the technician to further improve VOR times and customer satisfaction
- Managed Quality bulletin/Recall processes
- Supported new vehicle market testing
- Collaborating with the retailers and PS quality teams to resolve complex vehicle issues
- Manage National Warranty support for the retailers
- Collaborated with an offshore claims processing team to improve the claim processing times and ensuing compliance with policy
- Managed and supported the technical training division on the e-learning platform
- Set and deployed training plans/journeys to the retailer technicians to comply with global requirements
- Manage local vehicle Homologation and certification.
- Manage in-house Technical support for Customer Care team ensuring timely and efficient information is provided in order to support customer concerns with a strong focus on Customer Experience.
- Manage parts request from retailers in close collaboration with local parts warehouse and factory teams.
- Launched monthly Polestar Technical Conference discussing and engaging retailers and technicians on current high hurt issues and various Technical subjects to drive process improvements and brand engagement.
Technical Support Engineer
Jaguar Land Rover Australia
09.2018 - 10.2022
- Support the network technicians with high quality dual brand technical support information and recommendations, by using ‘best practice’ and 6 step diagnostic process
- Provide technical support in line with the agreed market Key Performance Indicator (KPI) and Service Level Agreement (SLA)
- Subject Matter Expert for the Jaguar Ipace and All Electric Vehicles in Australian market
- Data reviewing from the relevant data management systems to aid in trend identification
- Completed and Certified Lean six sigma green belt
- Project to complete certification was based around technical assistance report quality to improve overall quality resulting in reduced VOR time and loan vehicle costs to and improve overall customer satisfaction and business growth
- Participate in training and launch events
- Participate in retailer visits to assist with diagnosis, process improvements and customer meetings
- Participate in Technician forum meetings, discussing current issues and providing presentations on diagnostic improvements
- Identify trending market quality concerns and liaise with UK Engineering to develop fixes for complex concerns
- Assisting Customer relations and warranty/goodwill teams with technical information, support and assisting with legal cases
- Providing innovative market-based solutions for market related issues
- Utilizing Greenbelt knowledge to design and improve internal processes to drive business growth and customer satisfaction and retention.
Workshop controller, Master Technician/Foreman
Concord Jaguar Land Rover
11.2014 - 09.2018
- Carrying out all complex diagnosis and repairs
- Carrying out day to day running, and organisation of a high-quality high-volume workshop, assessing technician performance and advising of improvements in workmanship or training required
- Customer technical assistance, assisting customers with explanations of concerns, road testing for concerns and quality assisted vehicle hand overs
- Main communication With JLR Australia Technical team, reporting common vehicle issues and assisting with complex technical repairs
- Mentor for several high achieving apprentices, ranging from 1st to 4th year.
Master Technician/ Foreman/ controller
Trivett Jaguar Land Rover
03.2014 - 11.2014
- Carrying out all complex diagnosis and repairs
- Workshop Foreman/controller for Land Rover Jaguar dealing with day to day running, and organisation of a high-quality high-volume workshop, assessing technician performance and advising of improvements in workmanship or training required
- Ordering and upkeep of all workshop equipment and supplies including any new special tool or sundries that may be required
- Customer technical assistance, assisting customers with explanations of concerns, road testing for concern
- Main communication with JLR Australia Technical team, reporting common vehicle issues and assisting with complex technical repairs.
Master Technician
Alto Land Rover
08.2011 - 03.2014
- Carrying out all complex diagnostic repairs
- Customer technical assistance, assisting customers with explanations of concerns, road testing for concern
- Assisting workshop foreman and controller with day to day running, and organisation of a high-quality high-volume workshop
- Communication with JLR Australia Technical team, reporting common vehicle issues and assisting with complex technical repairs
- Handling fleet of VIP client vehicle servicing and repairs.
Master Technician
Shukers Land Rover & Subaru (United Kingdom)
10.2008 - 07.2011
- Complex diagnostic repairs
- Customer technical assistance, assisting customers with explanations of concerns, road testing for concern
- Scheduled and unscheduled repairs and servicing
- Communication with Land Rover United Kingdom Technical team, reporting common vehicle issues and assisting with complex technical repairs
- Part-time service advisor role dealing with bookings, pre-ordering parts and day to day customer handling.
Service technician
Westbury garage, Jeep Saab Chrysler Dodge
03.2008 - 10.2008
- General service and diagnostic repairs of numerous manufacturers (Jeep, Saab, Dodge, and Chrysler)
- Carrying out daily workshop duties and cleaning.
Service Apprentice & Technician
Burway Garage (United Kingdom)
03.2005 - 03.2008
- General service and diagnostic repairs on any vehicle (Cars, bikes, buses, trucks)
- Booking work and assisting with daily workshop duties.
Education
Some College (No Degree) -
St Lawrence School
Church Stretton Some College (No Degree) - Business Studies
Ludlow College
Ludlow Skills
- I am a passionate and experienced Technical Operations Manager for Polestar Australia and previously a Technical support engineer for Jaguar Land Rover Australia
- Multiple branded Master technician for Polestar, Jaguar and Land Rover since 2008 Market subject matter expert for Electric vehicles for several Premium OEMs
- Vast experience in diagnosis and investigation into complex vehicle issues, and engineering investigations for emerging concerns
- Experienced in working in a team environment, with senior management, stakeholders, and clients
- Ability to work under extreme pressure to provide resolutions or outcomes within set deadlines
- Highly motivated and passionate for Electric vehicle sector with an added eagerness to experience industry innovation and sustainability
Awards And Acknowledgements
- Market Subject Matter Expert for Electric vehicles for several Premium Vehicle manufacturers (SME)
- Multiple qualifications to perform High Voltage repairs on Electric vehicles for several Premium Vehicle manufacturers (Jaguar, Land Rover, Range Rover, Polestar, Volvo)
- Lean 6 sigma Greenbelt certified
- Automotive Training Accreditation Jaguar Land Rover Master Technician (2017)
- Selected and Competed in JLRA Technician of the Year 2016.
- Jaguar Land Rover Customer facing level 4 training (2016)
- Automotive Training Accreditation Jaguar Land Rover Master Technician (2014)
- Automotive Training Accreditation Level Four Master Technician (2010)
- Automotive Training Accreditation Land Rover Master Technician (2010)
- Certificate of Bespoke Gearbox Measurement (2009)
- Level Four Land Rover Electrical Diagnosis (2011)
- VETASSESS certified light mechanical diagnosis and repairs
- Over 30 Diagnostic and Product vehicle knowledge, launch vehicle and new technology classroom courses (Jaguar Land Rover (2009-2018)
- Subaru Diagnostic Technician Level 3 (2011)
- Level 3 National (U.K) Vocational Qualification Mechanical Maintenance and Repair (2007)
References
References available upon request.
Timeline
Technical Operations Manager
Polestar Australia
10.2022 - Current
Technical Support Engineer
Jaguar Land Rover Australia
09.2018 - 10.2022
Workshop controller, Master Technician/Foreman
Concord Jaguar Land Rover
11.2014 - 09.2018
Master Technician/ Foreman/ controller
Trivett Jaguar Land Rover
03.2014 - 11.2014
Master Technician
Alto Land Rover
08.2011 - 03.2014
Master Technician
Shukers Land Rover & Subaru (United Kingdom)
10.2008 - 07.2011
Service technician
Westbury garage, Jeep Saab Chrysler Dodge
03.2008 - 10.2008
Service Apprentice & Technician
Burway Garage (United Kingdom)
03.2005 - 03.2008
Some College (No Degree) -
St Lawrence School
Some College (No Degree) - Business Studies
Ludlow College
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