Lenovo Australia and New Zealand

Mid-Market Technical Advocate

Fujitsu Australia Limited

As Product Manager for Client Computing Devices I hold overall responsibility for this portfolio in Oceania. My role contains pre-sales, sales, delivery and support elements:
Pre-sales – I understand AU/NZ market demands, plus the competitive landscape, and engage with respective Fujitsu factories in order to translate this into a portfolio of products which can be marketed and sold successfully whilst upholding the core values of Fujitsu manufacture. I ensure the products in this portfolio meet all regulatory requirements for sale in Australia and New Zealand, and prepare the appropriate go to market plan for each product. Finally, I introduce the product to sales people, partners and customers and educate them on key features, unique selling propositions, differentiators and, most importantly, the benefits these products can deliver a customer.
Sales – I am heavily involved in the sales process, often used as a subject matter expert. My knowledge ranges from high-level hardware, to deep-level technical, to competitive. In this capacity I am regularly asked to delivery product-related presentations to partners and customers to help deepen their understanding of Fujitsu’s offering and how it is unique.
Delivery – As a key person related to Fujitsu’s CCD portfolio I hold several important relationships both locally and internationally which extend to fulfilment, delivery and operations personnel and therefore I oversee delivery of high-value orders, or orders for high-value partners or customers.
Support – I work closely with Fujitsu’s field services teams to ensure they are aware of new product planned to sell or recently sold, how to service it effectively where required, and how to engage most effectively with respective Fujitsu factories if necessary. With my extensive product and technical knowledge I am also best-placed to offer advice to our support teams when they face complex product or technical issues.

Product Manager - Client Computing Devices

Fujitsu PC Asia Pacific

As FPCA’s Technical Account Manager for Oceania, based in Sydney, I acted in a variety of capacities. These included typical TAM pre and post-sales work with key partners and customers where I was utilised as a hardware and technical subject matter expert, as well as quasi-Product Manager conducting product introductions and training, and quasi-Services Manager overseeing the setup and performance of a variety of service delivery mechanisms, some of which still exist today.

Technical Account Manager - Australia and New Zealand

Acer Computer Australia

As Technical Account Manager at Acer I worked closely with the sales team in predominantly post-sales activities. 
My mandate was to engage with existing key accounts. I helped these accounts monitor the quality of service delivery they were provided which included producing a variety of reports such as call processing time, turnaround time, service-level achievement, etc. I also worked internally with Acer’s engineering, field-services, spare parts and call-management teams to address process-deficiencies with a view to enhancing the service delivery for my accounts overall.
I often acted as the technical-lead where my accounts were concerned, for matters of product or technical issues which required investigation and sometimes remediation.

Technical Account Manager - ACT Region

As the Assistant Manager of Acer Computer Australia’s call centre activities I had a number of responsibilities spread across different areas.
I oversaw the Team Leaders whose teams delivered first level technical support to Acer customers across all of Oceania. 
I oversaw the Customer Service team who were tasked with resolving customer complaints and escalations.
I oversaw the Case Management team who were tasked with micro-management of service cases, and service-level monitoring for Acer’s key accounts.
I oversaw the ASP Management team who were tasked with recruiting and managing authorised service providers to enhance Acer’s service network. 
At peak I directly managed 6 staff and indirectly managed 30 staff. I worked closely with the Call Centre Manager and Services Director to ensure the service that Acer and Acer’s partners delivered was of an ever-increasing level of quality.

Assistant Manager - Customer Service

The Authorised Service Provider (ASP) Management team were charged with maintaining Acer's broad network of 3rd party service providers. Where necessary we recruited and trained ASPs to ensure strong regional service coverage. 
This team's duties consisted of case management, financial, inventory and logistics elements.
As Team Leader I directly managed 5 staff at peak.

Team Leader - ASP Management

In this role I acted as the coordinator for all customers authorised to receive replacement devices from Acer. This included direct engagement with the affected customers, as well as stock-management and logistics elements as well.

Hotswap Coordinator

In this position I was tasked with providing Acer's customers with technical support, resolving enquiries and handling customer complaints.

Customer Service Reprasentative

I have worked in the PC industry for 15 years and continue to be passionate about technology and the industry, maintaining a broad understanding of today’s commercial client computing market and products.

I have proven expertise in managing a product portfolio and developing and promoting product-based solutions for a range of commercial customers. 

In the past I have been recognised as a focused, organised, deliberate and decisive team leader and manager, and I bring a high level of enthusiasm and togetherness to the teams I am a part of.

These days I have enjoyed growing my public-speaking experience and skill set.

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