Jonathan Fitch

• Streamlined vehicle repair schedules and timelines to enhance workflow efficiency.
• Improve customer understanding by delivering detailed vehicle-condition reports with actionable clarity.
• Enhanced knowledge base quality by incorporating latest industry trend updates.
• Cultivated repeat business through effective relationship management and proactive customer engagement.
• Coordinated with Technicians to prioritize complex vehicle repairs and reduce delays.
• Established customer trust by providing clear explanations of repair estimates and addressing concerns.
• Help clients understand warranty coverage and resolve plan-related confusion. Review warranty terms and answer follow-up questions clearly for customers. Clarify coverage details to remove uncertainty about repair and replacement rights.
• Improved repair accuracy by supporting vehicle fault diagnosis and repair planning.
• Improved team morale by applying communication leadership to support team cohesion.
• Cultivated repeat business through consistent customer engagement. by sustaining positive customer relationships and satisfaction levels.
• Reduced billing friction by calculating costs, processing payments, and issuing receipts accurately.
• Optimised customer service through effective part ordering processes. by timely ordering replacement parts with service technicians.
• Improved customer understanding of maintenance protocols to preserve vehicle operating conditions.
• Achieved long-term customer loyalty by delivering responsive service and need-focused support.
• Increased customer satisfaction by resolving escalated issues promptly and effectively.
• Achieved strong client-business understanding using thorough research and consistent engagement.
• Coordinated with internal departments for seamless service delivery to clients.
• Built and developed constructive relationships with clients to increase account spending and loyalty.
• Improved new-hire productivity from onboarding through comprehensive induction programme development.
• Delegated tasks effectively to maximise team potential and productivity.
• Maintained positive work environment using conflict resolution strategies among staff.
• Developed an efficient workflow to reduce service downtime.
• Supervised and evaluated employee performance, providing constructive feedback and identifying staff talent.
• Led and inspired team of 25 to uphold brand standards and demonstrate professionalism.
• Oversaw maintenance of organisation's facilities to guarantee compliance with industry regulations.

My time at Diamond Trucks, while relatively short, has been one of the most rewarding and impactful periods of my career. I joined the business during its development phase, contributing to its transformation from a construction site into a fully operational and profitable dealership. During my tenure, I progressed from Customer Service Representative to Key Account Manager, where I managed relationships with customers operating fleets of up to 130 vehicles. I later took on the role of Service Manager for a nine-month period, further broadening my leadership and operational experience. These roles challenged me to develop a diverse skill set while delivering tangible results, making this one of the most satisfying chapters of my professional career.

• Managed service desk operations to deliver a seamless customer experience.
• Built and maintained customer relationships through strong communication and industry knowledge.
• Resolved inquiries and complaints through effective issue solving to improve service quality.
• Improve operational efficiency through accurate estimates, invoice processing, and parts ordering.
• Manage booking intake for vehicle defects via telephone, face-to-face, and online channels.
• Welcome customers into dealership, guide customers to required department offices.
• Improved fleet reliability by scheduling routine maintenance: inspections, MOTs, servicing and tachograph calibrations.
• Prepared work packs and distributed tasks by skill level to enhance technician readiness.

I thoroughly enjoyed my time at JDS Trucks and only left the business due to relocating to a different area. As part of a small, close-knit team, I established myself as a trusted and valued member through my loyalty, strong work ethic, and conscientious approach. My attention to detail enabled me to thrive in a demanding role where no two days were the same. In addition to consistently delivering high levels of customer service, I developed a strong ability to identify and maximise upselling opportunities, contributing to both customer satisfaction and business profitability. My commitment, commercial awareness, and proactive approach set me apart and enabled me to make a positive impact throughout my time with the company.

• Processed customer work requests from service desk through workshop, advising on additional work required and upselling to enhance sales and profit.
• Greeted customers entering dealership, clarified needs through friendly, attentive conversation.
• Developed trusted client relationships through courteous, engaging, client-focused interactions.
• Improved customer satisfaction by delivering responsive support for needs and requests.
• Managed all Mercedes 24-hour breakdowns, assessing urgency and acting swiftly to minimise risk and reduce vehicle downtime.
• Plan scheduled maintenance to maintain compliance and legal requirements consistently.
• Delivered estimates for additional defect rectification through Parts team coordination.
• Achieved timely warranty claim assessment by preparing claims for manufacturer review.
• Inspecting technicians findings and exterior corrosion to assess for potential warranty claim or rejection.
• Liaising with a multitude of subcontractors including body repair centres, Wheel refurbish and windscreen companies.
• Creating a strong internal bond with colleagues by organising team building events.

Divided time at Northside between two distinct roles, gaining valuable experience in commercial vehicle dealership operations and evolving from Service Advisor to Warranty Department specialist, enhancing technical and administrative expertise.

• Inspected and assessed vehicles for mechanical and electrical faults, completing associated paperwork
• Conducted detailed vehicle diagnostics, efficiently identifying faults and proposing cost-effective repair solutions.
• Performed service, maintenance and repair tasks, including MOT failure jobs.
• Performed vehicle servicing, changing relevant oil and filters and assessing fluid levels, suspension, brakes and steering.
• Prepared vehicles for MOT, carrying out thorough testing to assess performance and safety against roadworthy criteria.
• Recommended repairs and outlined costs to customers, fostering trust through transparent and empathetic communication regarding vehicle condition.
• Advised customers on preventative maintenance options, increasing vehicle lifespans and improving overall performance.
• Accurately recorded jobs and inspection documents, ensuring costs and manual labour were noted.
• Ordered relevant parts from key suppliers, ensuring quality and value of goods for optimised customer satisfaction.
• Kept garage environments clear and tidy, reducing risk and maintaining safe working areas for staff and customers.
• Supervised and mentored junior mechanics, enhancing skills and promoting effective teamwork through guidance and instruction.

Randersons was my first role after leaving the Royal Air Force and marked the beginning of my civilian career. Although I was naturally disappointed to be leaving military service, the position allowed me to build on my longstanding passion for mechanics and develop my skills in a commercial environment. My employment came to an end as a result of the company's financial difficulties and subsequent workforce reduction. Despite its relatively short duration, the role provided a solid foundation for my future career in the commercial vehicle industry.

• Enlisted in the Royal Air Force, which fulfilled my lifelong ambition and provided foundational skills for my career. Although my military service was cut short due to a physical injury, I maintained an exemplary record throughout my time in the RAF. Working largely unsupervised, I was entrusted with the maintenance and care of multi-million-pound aircraft and equipment, demonstrating a high level of responsibility, professionalism, and attention to detail. My primary duties included aircraft inspection, repair and maintenance, ground handling operations, and aircraft refuelling, all carried out in a safety-critical environment where precision and reliability were essential.
• Conducted scheduled and unscheduled safety and performance assessments, identifying potential issues to maintain aircraft integrity.
• Performed troubleshooting procedures to find root causes of faults.
• Preventive and reparative maintenance on aircraft electronics and computer systems.
• Maintained aircraft environmental systems, oxygen systems, fire extinguishing systems and utility systems.
• Serviced and lubricated aircraft subsystems, contributing to optimal operational readiness and reliability.
• Removed aircraft parts such as engines, pumps and landing gear.
• Performed maintenance services such as lubricating components.

Documented maintenance performance in aircraft logbooks, ensuring accurate compliance with regulatory and safety standards.