Michael Key

Background

About Michael Key

As an experienced Service Operations Manager I have highly developed skills in the key areas of front and back office management. With full responsibility for the delivery of all front line activities such as breakdown service, periodic maintenance, refurbishment & workshop services, installation and relocation services, to logistics support in stock control, distribution and purchasing, as well as ancillary functions such as the management of contracts, vehicle fleet, health & safety, risk assessment and staff training. I have broad experience covering the business to business and retail customer environments with products ranging from industrial plant, capital equipment and software to domestic appliances. I have strong customer facing and account management skills. Service Support and Operations Management - I have led teams of both technical and administration staff in varying structures, from small single function groups to larger multi-function teams of 50 or more comprising both operational and supervisory staff, dealing with recruitment, training, appraisal and disciplinary matters. I am experienced with both manual and computer based planning and scheduling systems utilising both company staff and third party agents, encompassing inventory control and CRM. Commercially - I have successfully developed a range of contract products in line with customer requirements from the standard PPM to the more comprehensive agreement covering breakdown, online and out of hours cover. Building the contract base and increasing both Engineering and Spare Parts turnover. All contracts have been monitored for cost performance and margins developed. Service Delivery - I have strong customer facing skills and am experienced in account and contract management, monitoring KPI, SLA and the production of operational reporting. Logistics Support - My logistics experience covers the standard inventory issues of JIT stock control, vehicle stock replenishment and the sale of spare parts to the movement of machinery on both an import/export and UK domestic basis. I am also accustomed to product and supplier sourcing and purchasing. Project Management - In addition to product installation and upgrade projects, I have experience leading major internal projects such as the consolidation of regional centres and the implementation of new software systems, dealing with the attendant change management issues such as redundancies and training, and procedural issues such as process mapping and roll out.