Andrew Smith
Barnsley,Yorkshire
Summary
Motivated Aftersales Manager with 18 years of experience, recognised for assessing operational needs and developing solutions to save costs, improve revenues and drive customer satisfaction. Resourceful and well-organised with excellent leadership and team-building record.
Overview
21
21
years of professional experience
Work history
Aftersales Manager
TrustFord
Castleford
2022.11 - Current
- Developed and implemented service delivery standards to maintain consistency across all aftersales touchpoints.
- Trained, mentored and managed 32 direct reports.
- Implemented customer loyalty programme
- Cost-effectively managed/achieved aftersales labour budget of £1,783,958.
- Cost-effectively managed/achieved aftersales parts budget of £1,894,562
- Achieved Ford's customer feedback score of 68
- Management of monthly KPIs/budgets/Maintenance of equipment
- Ensuring all repairs are fully compliant
- Review and rolling out new processes
- Handling of Ford online customer feedback / One CX
- Review of accounts / forecast
- Department audit
- Health and safety
- Ensuring the department is efficient, productive and profitable
- Conducted regular market assessments to stay current on trends and maintain readiness for changes.
Aftersales manager
TrustFord
Bradford
2019.01 - 2022.11
- Developed and implemented service delivery standards to maintain consistency across all aftersales touchpoints.
- Trained, mentored and managed 28 direct reports.
- Implemented customer loyalty programme
- Cost-effectively managed/achieved aftersales labour budget of £1,320,111
- Cost-effectively managed/achieved aftersales parts budget of £813,493
- Achieved Ford's customer feedback score of 65
- Management of monthly KPIs/budgets/Maintenance of equipment
- Ensuring all repairs are fully compliant
- Review and rolling out new processes
- Handling of Ford online customer feedback / One CX
- Review of accounts / forecast
- Department audit
- Health and safety
- Ensuring the department is efficient, productive and profitable
Conducted regular market assessments to stay current on trends and maintain readiness for changes
Assistant Service Manager
TrustFord
Castleford
2018.10 - 2019.01
- Day to day running of service department
- Handling customer concerns / complaints
- Review and rolling out new processes
- Handling of Ford customer feedback
- Review of accounts
- Department audit
- Health and safety
- Assessed daily operational needs and requirements and used team meetings to encourage staff to achieve department goals.
Workshop Controller
Trustford
Barnsley
2016.01 - 2018.10
- Day to day running of the workshop
- Warranty Processing
- Handling of technician complaints / requirements
- Internal job card prep
- Customer updates
- Delivering high level of quality and productivity
- Maintaining customer satisfaction
- Liaising with service advisors
- Tracking progress of vehicles through the workshop
- Liaising with the parts department
- Liaising with the sales team
- Maintained a safe working environment, verifying safe working practices were adhered to across all tasks.
- Facilitated smooth running of workshop, managing a team of 14 technicians.
Service Advisor
Trustford
Barnsley
2012.09 - 2016.01
- Advise customers estimated costs of repairs and work to be undertaken
- Advise on predicted completion times and collection arrangements
- Supporting Workshop Controller
- Answering telephone calls
- Invoicing
- Handling of customer concerns
- Carry out training sessions to colleagues when required
- Update customer and vehicle history files to ensure total accuracy
- Ensure all work has been carried out as detailed and charged for
- Payment Handling
- GDPR
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Processed customer payments and set up direct debits for long-term service contracts.
Technician
Trustford
Barnsley
2008.08 - 2012.09
- Diagnose minor and major mechanical problems as well as minor electrical problems
- Service and repair
- Preparing vehicles to high standards
- Mentoring of apprentices
- Completion of customer vehicle health checks (VHC)
- Ensure paperwork is completed and legible
- Prepare vehicles for MOT inspections
- Prepare written reports regarding vehicle condition, accident damage or defects discovered
- Keep tools and equipment in clean and working condition
- Maintain safety standards and use protective equipment provided
Technician
Economy Cars
Barnsley
2007.02 - 2008.07
- Diagnose minor and major mechanical problems as well as minor electrical problems
- Service and Repair
- Preparing vehicles to high standards
- Mentoring of apprentices
- Completion of customer vehicle health checks (VHC)
- Carry out road tests of customer vehicles after work has been carried out
- Ensure paperwork is completed and legible
- Prepare vehicles for MOT inspections
- Prepare written reports regarding vehicle condition, accident damage or defects discovered
- Keep tools and equipment in clean and working condition
- Maintain safety standards and use protective equipment provided
Welding/Production Engineer
J & D Steel Services
2006.02 - 2007.02
- Welding & Steel Erecting on site.
- Carried out Total Productive Maintenance (TPM) to achieve high performance levels.
- Met client construction needs through effective design and development team collaboration.
Delivery Van Driver
J & R Gases
Penistone, Barnsley
2005.05 - 2006.02
- Delivering pub gas to the trade
- Meeting new customers explaining services and pricing.
- Maintained ongoing communication with clients, promptly advising changes in schedule and delivery times to ensure satisfaction.
- Performed vehicle safety checks, identified issues and arranged prompt repair to minimise delivery disruptions.
- Evaluated driving routes, identifying limitations and suggesting adjustments that boosted delivery efficiency.
Apprentice Technician
JC Snell Peugeot & Citroen
Barnsley
2003.04 - 2005.05
- Diagnose minor and major mechanical problems as well as minor electrical problems
- Service and Repair
- Preparing vehicles to high standards
- Completion of customer vehicle health checks (VHC)
- Ensure paperwork is completed and legible
- Prepare vehicles for MOT inspections
- Prepare written reports regarding vehicle condition, accident damage or defects discovered
- Keep tools and equipment in clean and working condition
- Maintain safety standards and use protective equipment provided
Education
NVQ Level 3 - Team Leader/Supervisor ST0384/AP03
ILM
NVQ Level 3 - Qualified Technician
Henry Ford Academy
Daventry, NorthamptonshireNVQ Level 2 - Fabrication & Welding
Barnsley College
BarnsleyNVQ Level 2 - Engineering Operations
Barnsley College
BarnsleyNVQ Level 2 - Customer Service
Skillnet
GCSEs -
Penistone Grammar School
SheffieldMental Health First Aider
MHFA England
LondonSkills
- Aftersales strategy and planning
- Customer-centric approach
- Account management
- Business development
- Relationship management
- Kerridge / Keyloop
- Microsoft Office
- Aftersales forecasting
Languages
English
Native
Timeline
Aftersales Manager
TrustFord
2022.11 - Current
Aftersales manager
TrustFord
2019.01 - 2022.11
Assistant Service Manager
TrustFord
2018.10 - 2019.01
Workshop Controller
Trustford
2016.01 - 2018.10
Service Advisor
Trustford
2012.09 - 2016.01
Technician
Trustford
2008.08 - 2012.09
Technician
Economy Cars
2007.02 - 2008.07
Welding/Production Engineer
J & D Steel Services
2006.02 - 2007.02
Delivery Van Driver
J & R Gases
2005.05 - 2006.02
Apprentice Technician
JC Snell Peugeot & Citroen
2003.04 - 2005.05
NVQ Level 3 - Team Leader/Supervisor ST0384/AP03
ILM
NVQ Level 3 - Qualified Technician
Henry Ford Academy
NVQ Level 2 - Fabrication & Welding
Barnsley College
NVQ Level 2 - Engineering Operations
Barnsley College
NVQ Level 2 - Customer Service
Skillnet
GCSEs -
Penistone Grammar School
Mental Health First Aider
MHFA England