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Objective

To obtain a senior position within the Automotive Industry that utilises over 25 years of extensive International Automotive experience, looking for a challenging and testing position where I can apply the in-depth training, knowledge and experience gained and take further steps in my career path within a manufacture or retail environment.

Summary

A highly professional Automotive Specialist with over 25 years experience in the Automotive Industry. Familiar with developing and maintaining exceptionally high standards of customer service to support rapid business growth in both the emerging and mature markets of the UK, China and Canada. Client focused and objective driven, fully aware of financials and business process and procedures. Personally motivated by the challenge of achieving excellence and passing knowledge to all staff to grow and maintain high levels of team work, qualified General Manager, certified salesman and Financial Services Act (FSA) Authorised.

Experience

Porsche Cars Canada – Director of AftersalesMay 2008 – May 2010

Director of AftersalesToronto, Ontario, Canada Toronto, Ontario, Canada

After creation of independent subsidiary, Porsche Cars Canada, responsible for separation of all Aftersales operations from US-based subsidiary Porsche Cars North America. Managed transition of reporting channels directly to parent company Porsche AG. Ensured high levels of focus and dealer support in the areas of Parts, Technical Warranty and Dealer Operating Standards. Responsible for the selection and implementation of Canadian contracts for Aftersales support functions.

  • Carried out detailed market study on US vehicle imports into Canada, and introduced Canadian import process to mitigate risk for customer and ensure the quality of vehicles being imported
  • Created Canadian specific market quality reporting through implementation of global Porsche Quality measurement tools
  • Established full autonomy for warranty including recall and campaigns management through complex IT breakaway project
  • Created comprehensive OEM and dealer Aftersales marketing plans including implementation of annual planning program for dealer network
  • Managed marketing enhancements to OEM and dealer websites
  • Managed transition to new roadside assistance provider in order to meet key CSI measures
  • Sourced supplier and developed OEM tire program to improve dealer profitability and support market demands
  • Implemented repair quality initiative to measure fix right first time, analyze, and take action with improvement plans
  • Ensured unified focus on improving CSI (Customer Satisfaction Indices) results through use of dealer training program and action plans. Management team for new Service Satisfaction Survey measurement program.
  • Defined, implemented and managed new parts distribution program for Canada which resulted in reduced costs and improved service level
  • Increased parts turnover nationally 9% year on year

Porsche ChinaSeptember 2005 – May 2008

General Manager AftersalesChina, Hong Kong and Macau

Responsible for the accelerated opening, implementation of all manufactures standards and guidelines, supporting 21 Porsche Centres throughout China. Recruited, grew and mentored a multi-cultural and multi-lingual team from 3 to 25 persons. A member of the China Senior Management Team and part of the Global After Sales Team. Excellent liaison and communication skills both with overseas Headquarters , factories, direct channel with all centres.Understanding of different country automotive standards and regulations.Took joint ownership for the design and building project of a dedicated Porsche Training Centre in Shanghai.

  • Designed and Implemented Parts electronic ordering system for dealers
  • Parts operation grew from 6 Million to 40 million turn over
  • Implemented Parts Return system to all dealers
  • Designed and gained Porsche AG approval for Grey Market Warranty Program
  • Developed and Implemented Electronic Campaign and Recall Management Program (PCD).
  • Implementation of Aftersales Guidelines
  • Implementation Porsche Service Standards Audit
  • Implementation of Flying Technical Specialist Program
  • Implementation of Porsche AG standards and CI Guidelines
  • Designed and Implemented Porsche Service Process Guide.
  • Designed developed Service Illustrator Training Aids
  • Designed and opened Porsche Technical Training Centre (F1 Rack Track)
  • Training structure and programs for dealers
  • Developed Internal Staff Training Programs and Succession planning initiative
  • Took part in an New Model Launches and Training Programs for dealers
  • Supported Marketing events Porsche World Roadshow

HR Owen Audi GroupJune 2004 – September 2005

Divisional Group Aftersales ManagerUnited Kingdom

Responsible for five UK-based Audi Aftersales facilities.Successfully guided all five centres to achieve factory-audited operation standards (HSO) in line with Audi AG requirements. Responsible for the design, planning and renovation of a new Audi Aftersales business.

  • Established procedures to ensure conformance to governing law (UK Financial Services Act) relating to sale of Aftersales insurance products
  • Completed 13-week sales certificationprogram to become one of two Aftersales mangers to carry the certification (at the time).
  • Successfully led five dealers to pass factory audits for operating standards and warranty, after failing under previous management
  • Established internal processes and procedures to focus on Audi Centre of Excellence (Aftersales satisfaction) program. Successfully moved 2 centres into top 3, one into 1st place.

Aston Green GroupJanuary 2002 – June 2004

United Kingdom

Assistant Head of BusinessJanuary 2004 – June 2004

Responsible for two Aftersales facilities and supporting Brand Manager with key sales operations in Victoria.

Aftersales ManagerJanuary 2002 – January 2004

AFN Retail Group sold the business resulting in restructuring under Aston Green Group. Became Aftersales Manager ata major West London Audi dealer. Supported by a team of 50 staff and reporting directly to the Managing Director / Head of Business. Responsible for re-focusing the service centre to increase efficiency and improve profitability,managing internal training and implementing motivational programs.

  • Achieved maximum manufacturer bonuses by improving performance to exceed the company objective in ‘Service by Design’ (CSI) at West London Audi. Moved this centre into the top 15% in the UK.
  • Gained 1st place for bonus payments from the Brand to a centre.
  • Achieved 1st place for Audi Centre of Excellence.
  • Successfully completed 2 Full Manufacturers Warranty Audits.
  • Consistently over-achieved monthly budgets by re-focusing the team through re-structuring.
  • Improved service levels by training and motivating the After Sales team and recruiting extra staff.
  • Increased efficiency by guiding the team and regular monitoring of performance / compliance appraisals.
  • Successful in implementing and guiding the team through 2 UK HSO audits and also a German TUV accreditation audit.

AFN Retail GroupJanuary 1993 – September 2002

United Kingdom

Service ManagerSeptember 2000 – September 2002

Responsible for overseeing the company’s Guildford service centre, administration, check-in, scheduling work, PR and managing a supporting team of 12 service technicians. Managed a team of 28.

  • Increased turnover and efficiency by submitting for and gaining increased labour rates for warranty work (Warranty Labour Assessment), resulting in a rate raise of 25% and allowing further process and procedure improvements.
  • Exceeded budget and increased monthly turnover, by improving staff morale and dedication through introducing a culture of ‘self belief’ with improved regular communication at all meetings.
  • Improved service levels from the low 70’s to 92%, the highest score in Southern England and in the upper quartile in the UK, by setting new performance goals.
  • Passed a Company ‘Warranty Health Check’ confirming no loss of revenue.

Workshop ControllerMarch 1998 – September 2000

Managed a team of 10 technicians, tasked with providing improved levels of customer satisfaction. Responsible for ensuring that service / workshop provided high levels of service and customer satisfaction for repair and warranty work, whilst returning targeted profit levels. Dealt with all clients’ related insurance matters, handling police enquiries, insurance brokers and solicitors.

Saab Senior TechnicianJanuary 1993 – March 1998

Tasked with setting and maintaining standards of service for the Service Department. Assisted in the smooth operation of the Service Department: planning, manning scheduling and profitability, including technical input to ‘front of house’ as required.Assisted in training Porsche technicians on the Saab product.Managed 18 staff.

Saab Great BritainJanuary 1986 – January 1993

United Kingdom

Master TechnicianJanuary 1988 – January 1993

Master Technician responsible for running the workshop, including staff management, efficiency, profitability and customer satisfaction

TechnicianJanuary 1986 – January 1988

Technician with wide-ranging responsibilities including assisting with service reception and dealing with customers.

Education and Technical Training

Road Transport Industry Training Board, United Kingdom1987

Motor vehicle servicing endorsement, parts I & II

Brooklands College, Weybridge, Surrey, United Kingdom1985-1987

B-TEC - National Certificate in Engineering 160760/84/03 (1987)

B-TEC - Level 1 Motor Vehicle Engineering (1985)

City & Guilds Certificates, United Kingdom1985-1988

Part I - Workshop administration 388 (1988)

Part I – Motor Vehicle Technology 381 (1987)

Part I – Motor Vehicle Craft 382 (1985)

Salesian Secondary School, United Kingdom1984

Completed 1”O” level and 7 Certified Secondary Education (CSE) courses

Skills and Specialist Courses

Audi AcademyDeveloping rewarding relationships

Effective profitable workshop loading

Audi workshop information systems

Audi variable servicing / All road Quattro training

Audi TT regional seminar

Working with HSO

Health & Safety awareness

Audi diesel engines

Reporting technician

Electrical diagnosis module

Managing the Parts and Service Department

Treating customers as individuals, with care and respect

Marketing the Service Department

Leadership for Line Managers, parts 1, II, III & IV

Knowing the Law

Performance Team Management

Employment Law

Succession Brand Manager Assessment

Sales Accreditation

H.R OwenFSA Authorised Level

AFN AudiTreating customers the AFN way, parts I & II

(based on Porsche GB Customer Handling)

Kerridge - Data base training

Kerridge – Point of sale

Kerridge – Management accounts training

Business Management and Finance – part 1 B-TEC National

Saab GB9-3 + Diesel1998

Pilot course 9-3 cabriolet hood1998

(Taken by factory staff who designed hood)

TrionicT7 9-5 fuel system1998

Twice / Dice1998

A.B.S. systems1996

Electrics part 41996

Integrated engine management1995

Glass fitting1994

Cobra alarm course / TRACKER1994

Electrics part 31994

Scope Diagnostics1994

Engine management systems1994

TCS systems A.B.S 1, 2 & 31992

Electrics part 21992

Selling ‘Customer Care’1991

Electrics part 11990

16v fuel system theory1990

900 / 9000 Engines1989

9000 Auto and manual transmissions1989

900 Auto transmissions1988

Fuel systems and Turbo Charging APC system1987

Master TechnicianAwarded Swedish trip for passing Master Technicians Course, September 1992

Completed part 2, 22nd May 1992

Completed part 1, 13th March 1992

Completed introductory examination, 1991