Karl McNally
Wednesbury,Sandwell
Summary
Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
Work History
Customer support engineer level 3
Sharp Business Systems
West Bromwich, Sandwell
05.2022 - Current
- Ensured prompt, flexible, customer-focused engineering support, exceeding average customer satisfaction.
- Generated comprehensive field reports summarising customer issues and efficient solutions to improve future practices.
- Facilitated speedy resolution and forward-planning by remotely communicating with customers to understand problems ahead of arrival on site.
- Consistently achieved required SLAs and updated client systems to reflect actual work done in real time.
- Installed hardware such to meet manufacture and customer specifications.
- Gained 13 years' experience installing and maintaining systems whilst communicating complex processes to non-technical audiences.
- Advised customers on preventative maintenance and configurations to maximise product performance.
- Installed and optimised hardware, software and network products.
- Supported clients through professional telephone and email correspondence.
Senior field service engineer
Sharp Business Systems
West Bromwich, Sandwell
06.2016 - Current
- Scheduled service calls according to customer location and urgency of need.
- Reported major defects and organised provision of spare parts.
- Inspected equipment and processes to reduce maintenance-related downtime incidents and mitigate equipment failures.
- Followed agreed work schedule when conducting repair and maintenance work.
- Ordered parts to maintain adequate inventory levels.
- Performed onsite installation, modification and maintenance of systems and equipment.
- Removed and replaced damaged components in line with manufacture guidelines.
- Attended emergency on-site breakdowns to carry out repairs, working to minimise disruption and downtime.
- Repaired and calibrated systems and equipment post-installation.
- Tested equipment performance and demonstrated operation and servicing to customers.
- Provided technical support to troubleshoot, repair and maintain operational issues.
- Examined faulty equipment, interpreted reports and analysed customer complaints to diagnose malfunctions.
Service engineer
Midshire Business systems
West Bromwich, Sandwell
01.2011 - 07.2015
- Submitted detailed productivity and fault reports to support service Quality Control.
- Installed replacement parts and components within target timescales to minimise service delays.
- Resolved and troubleshot large, complex issues escalated by junior engineers.
- Generated accurate paperwork and reports detailing repair, service and customer notes to maintain high quality documentation.
- Diagnosed faults in existing equipment, performing repairs and maintenance to ensure conformance with manufacturer's specifications.
- Ordered parts and components to facilitate installation and service works, liaising with suppliers to ensure adherence to set timeframes.
- Liaised with customer support to facilitate service updates, maintaining efficient, effective services.
- Implemented running changes and modifications to finished goods, optimising stock quality.
Fire marshal
Cannon Raceway
Coseley, Dudley
03.2008 - 07.2011
- Directed activities of staff to maximise service availability and play to teams' strengths.
- Actioned feedback from service users, resulting in improved satisfaction levels.
- Oversaw maintenance of organisation's facilities to guarantee compliance with industry regulations.
- Planned and efficiently organised activities, details and timelines for large- and small-scale events.
- Updated online calendars with available event slots to maximise bookings.
- Showcased facilities to prospective clients through in-person visits and marketing resources.
- Upsold and cross-sold additional products and services to maximise event spending.
- Kept waiting lists and updated customers of last-minute availability to maximise profit.
- Coordinated visual, sound and lighting teams in setting up events well ahead of start times.
- Liaised with clients to determine event requirements and constraints, outlining package options to meet needs and exceed expectations.
- Recruited and trained staff to achieve high-performing, focused event teams.
Education
NVQ Level 2 - Light Vehicle Mechanics
Sandwell College
Wednesbury, Sandwell 09.2002 - 06.2004
GCSEs -
Stuart Bathurst Catholic High School College of Performing Arts
Wednesbury 09.1997 - 05.2002
Skills
- Field servicing
- Training documentation
- Software configuration
- Fault diagnosis
- Troubleshooting
- Fault tree analysis
- Installation and repairs
- Customer service skills
- Fault resolution
- Engineering maintenance
- Failure diagnostics
- Goal setting
- Team mentorship
- Multi-tasking
- Health and safety astute
- Regulation compliance
- Equipment servicing
Timeline
Customer support engineer level 3
Sharp Business Systems
05.2022 - Current
Senior field service engineer
Sharp Business Systems
06.2016 - Current
Service engineer
Midshire Business systems
01.2011 - 07.2015
Fire marshal
Cannon Raceway
03.2008 - 07.2011
NVQ Level 2 - Light Vehicle Mechanics
Sandwell College
09.2002 - 06.2004
GCSEs -
Stuart Bathurst Catholic High School College of Performing Arts
09.1997 - 05.2002
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