Jordan Moffat
Summary
Accomplished Aftersales Manager, adept in Operations Management and fostering Teamwork and Collaboration. Enhanced customer satisfaction and streamlined operational efficiency across 22 locations spanning Scotland and NI. Proven track record in mentoring, leading cross-functional teams to exceed corporate goals, and driving continuous improvement without compromising service quality. Results-oriented Support Manager offering 15 years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies.
Overview
13
13
years of professional experience
Work History
Regional Support Manager (Aftersales)
MAN Truck & Bus
06.2023 - Current
- Spearheaded initiatives aimed at improving overall customer experience throughout the region.
- Ensured timely escalation of high-priority issues to appropriate departments for swift resolution, minimizing impact on customers'' businesses.
- Coordinated regional resources effectively in order to address sudden increases in demand or unexpected challenges without compromising service quality standards.
- Collaborated with cross-functional teams to identify areas of improvement within the organization, leading to increased efficiency and productivity.
- Acted as the main point of contact between regional support teams and company headquarters, ensuring seamless integration of strategies and alignment with overall organizational goals.
- Enhanced customer satisfaction by providing timely assistance and effective solutions to their concerns.
- Developed strong relationships with key clients, ensuring loyalty and repeat business.
- Managed goodwill expenditure and ensured the highest of customer satisfaction
R&M & Warranty Regional Manager
MAN Truck & Bus
03.2019 - 06.2023
- Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
- Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
- Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
- Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
- Streamlined operational processes for increased efficiency by identifying areas of improvement and implementing necessary changes.
- Mentored and developed high-potential employees for leadership roles through individualized career development plans and opportunities for growth.
- Carried out audits to R&M/Warranty & goodwill claims according to MAN Policy/procedures.
- Carried out regular network member visits and inspect and validate failed components against claims submitted.
- Established and maintained operational standards for 22 locations.
Service Supervisor
MAN Truck & Bus
03.2016 - 03.2019
- Handled customer complaints and inquiries.
- Assisted with training and development of team members.
- Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
- Managed daily operations of the service department, maintaining a high level of organization and productivity.
- Monitored team's performance and gave feedback when necessary.
- Improved customer satisfaction by efficiently addressing service issues and providing timely resolutions.
- Established strong relationships with clients, ensuring their needs were met and promoting long-term loyalty.
Service Administrator
MAN Truck & Bus
01.2014 - 03.2016
- Managed a high volume of service requests, prioritizing tasks to meet deadlines consistently.
- Enhanced customer satisfaction by promptly addressing service inquiries and providing accurate information.
- Facilitated clear communication between clients and technical teams through concise documentation and effective followups.
- Trained new employees on company procedures and software systems, contributing to their rapid integration into the team.
Business Administrator Apprentice
MAN Truck & Bus
09.2011 - 01.2014
- Contributed to economic success by participating in budgeting process.
- Managed day-to-day development issues.
- Assisted in the development of marketing materials for business promotion, contributing to increased brand awareness and client acquisition.
- Coordinated company-wide events, including conferences, meetings, and workshops, ensuring seamless execution and positive attendee experience.
Education
Level 3 - Business Administration
S&B Automotive Academy
Bristol01.2014
Skills
- Mentoring abilities
- Operations Management
- Business Analysis
- Training delivery
- Staff Development
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Customer service expertise
- Team Development
- Continuous Improvement
- Cross-Functional Collaboration
Training Courses
- Leadership training
- Management training
- Coaching
- Emotional Intelligence
- KPI achievement
- Service core process
More available on request
Timeline
Regional Support Manager (Aftersales)
MAN Truck & Bus
06.2023 - Current
R&M & Warranty Regional Manager
MAN Truck & Bus
03.2019 - 06.2023
Service Supervisor
MAN Truck & Bus
03.2016 - 03.2019
Service Administrator
MAN Truck & Bus
01.2014 - 03.2016
Business Administrator Apprentice
MAN Truck & Bus
09.2011 - 01.2014
Level 3 - Business Administration
S&B Automotive Academy
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