SEAN WRIGHT
Nyora,VIC
Summary
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
10
10
years of professional experience
Work History
Internal Services Manager
Techtronic Industries - TTI
03.2023 - Current
- Managing and improving all internal services within Australia
- Established and maintained relationships with regional customers, vendors, and contractors.
- Planned and implemented strategies for improving customer service and satisfaction across regions.
- Resolved escalated customer complaints in a professional and timely manner.
- Hired, trained, and supervised a team of service staff members to meet business goals.
- Reduced operational risks while organizing data to forecast performance trends.
- Mitigated business risks by working closely with staff members and assessing performance.
- Identified areas in need of improvement and developed plans to correct problems.
- Purchased and oversaw inventory of supplies, tools, and equipment.
- Maintained workshop activities in line with budget requirements.
- Updated processes to reflect changing demands and improve performance, quality, and efficiency of all after sales operations.
- Provided leadership, guidance and support to staff members.
- Providing Weekly and daily updates to Key stake holders across the business
Field Service Manager
Techtronic Industries - TTI
03.2022 - 03.2023
- Create and implement a field service program to service RYOBI ride-on mowers across Australia and New Zealand
- Oversee the daily operations of field service program in Australia and ensure budget and KPI achievement within Australia.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Spearheaded process improvement initiatives to reduce service costs.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assessed operational needs and equipment availability to develop personnel schedules and assignments.
- Installed and provided technical support for equipment.
- Reduced time to complete service calls and expertly retained key customers.
Service Operations and Training Manager
Jayco Caravans
12.2021 - 03.2022
- Analyzed service reports to identify areas of improvement.
- Resolved escalated customer complaints in a professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Monitored service staff performance and provided feedback for improvement.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Aftersales Training Manager
Jayco Caravans
05.2021 - 12.2021
- Developed and implemented a comprehensive training program for the Jayco dealerships and authorised repair agent network
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Conducted in-person and online training for all areas of the after sales business
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Managed development of e-learning training materials and activities to enhance learning experiences.
- Reviewed and edited all training materials for accuracy and company policy compliance.
Customer service advisor/assistant service manager
Jayco Caravans
02.2018 - 05.2021
- Inspecting incoming jobs and determining the best possible repair
- Inspecting and assessing customer concerns deciding if it is warranty or retail
- Responded to customer calls and emails to answer questions about products and services.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Maintained and managed customer files and databases.
- Ordering of all parts for the service workshop
- Completing insurance quotes and communicating with insurance companies
- Completing retail quotes for customers
- Invoicing Warranty, retail jobs
- Organising with dispatch to have caravans shipped across NZ
- Organising vans to be returned back to the factory for repairs from dealerships and customers
- Managing the service department when the service manager is away
- Communicating with internal stakeholders via email, phone and meetings
- Generating profit and upselling to existing customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
Workshop controller/Team leader/OHS Representative
Jayco Caravans
04.2017 - 02.2018
- Supervising service technicians
- Delegating work to service technicians
- Signing off work completed by workshop
- Controlling and monitoring workshop stock
- Reporting current job progress to workshop manager and service manager
- Working with other internal departments
- Organising contractors to come and complete work when needed
- Completing pre start checklists
- Ensuring all tools and equipment are safe and all checklists are up to date
- Identifying potential hazards and implementing safe working practices.
Service technician
Jayco Caravans
09.2013 - 03.2017
- General Teamwork Duties
- Power tool usage
- Machine usage
- Cleaning
- 12v electrical work
- Servicing Caravans
- Repairs
- Plumbing/gas modifications
- Problem solving
- Driving a tractor.
Education
Advanced Diploma - Business
Chisholm Institute
Dandenong, VIC06.2019
Patterson River Secondary collage
01.2006
Skills
- Resource Allocation
- Performance Improvement
- Conflict Resolution
- Culture Development
- Strategic Planning
- Business Development
- Staff Supervision
Personal Information
Date of Birth: 03/02/90
References
Matthew Stainton, 0497 066 178 Peter Wilson, 0423 840 428 Philip Rigby, 0433 566 466
Hobbies and Interests
I enjoy camping, 4wd, snowboarding wakeboarding and gym
Training
Certificate III in civil construction Excavator Ticket Bobcat Ticket Red Card
Timeline
Internal Services Manager
Techtronic Industries - TTI
03.2023 - Current
Field Service Manager
Techtronic Industries - TTI
03.2022 - 03.2023
Service Operations and Training Manager
Jayco Caravans
12.2021 - 03.2022
Aftersales Training Manager
Jayco Caravans
05.2021 - 12.2021
Customer service advisor/assistant service manager
Jayco Caravans
02.2018 - 05.2021
Workshop controller/Team leader/OHS Representative
Jayco Caravans
04.2017 - 02.2018
Service technician
Jayco Caravans
09.2013 - 03.2017
Advanced Diploma - Business
Chisholm Institute
Patterson River Secondary collage
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