Duncan Massey is seeking a managerial role that requires attention to detail. He has over 15 years of experience in the automotive industry, having held roles such as warranty assessor, service advisor, and workshop controller. He is skilled in problem solving, team leadership, and customer service. Massey has excellent analytical abilities and is proficient in various software programs. He aims to further his career with a reputable company.

1. Duncan Massey
Mobile: 07917 645245
Tel. No: 01787 371471
Email: duncanamassey@gmail.com
LinkedIn: uk.linkedin.com/in/duncanmassey
Location: Sudbury, Suffolk
PROFILE
I am a motivated and confident person with the ability to learn quickly and achieve high standards in
any working environment. I work extremely well under pressure to achieve both personal and work
based targets and I excel when faced with any problem solving situations. I’m capable of working
well under my own initiative and equally well as part of a team. I can encourage any team to
maximize its efficiency and productivity by utilizing the strengths of each individual.
I have excellent people skills, able to build good working relationships with peers, colleagues,
suppliers and customers. I have excellent analytical and problem solving skills with a good eye for
small details.
I am looking to further my career with a reputable and distinguished company within a warranty and
managerial role that requires particular attention to detail.
EMPLOYMENT HISTORY
Jan 2015 – MSX International - Colchester
Present Specialises in outsourcing skills and solutions for manufacturers globally to maximise
performance and management.
Jaguar Land Rover Warranty Assessor
 Assess warranty claims on OEM systems and liaise with the dealers via telephone
and email. Analyse data received from dealers and ensure that all data is aligned
with all the processes, technical bulletins and campaigns.
 Proactively find all relevant data and identify, clearly, the reasons for accepting,
amending or rejecting claims.
 Administer the necessary documentation to support the warranty claims. Accept
and attempt to resolve enquiries from Customer Dealers (and Customer personnel)
via a Communications / Systems entry methodology.
 Write and circulate data to other Helpdesk Engineers/ Warranty Assessors / Project
Management / Customer / Customer Dealer staff.
 Liaise with all relevant parties and highlight to management areas for concern,
opportunities to develop the processes and further reduce excess warranty costs

2. May 2013 – Marriot Motor Group – Audi
Jan 2015 Prestige brand retailer for sales, service and repair.
Service Advisor – Ipswich branch
Workshop Controller – Bury St Edmunds branch
 Service Advisor position for 6 months and then promoted to Workshop Controller.
Responsible for a workshop of eight technicians.
 Organising and delegating jobs, communicating with the technicians to ensure
efficient turnover of both warranty and retail works and providing any relevant
manufacturer service news and repair information.
 Working to ensure the workshop met targeted efficiencies and productivity for both
dealer and manufacturer standards including individual reviews with the technicians
to provide assistance where required.
 Timing and costing of warranty claims and front-line sales of visual health check up
and extended warranties.
 Quality checking of paperwork and completed repair works to ensure expected high
standards are met.
Aug 2010 –
May 2013 Strand Systems Ltd, Halstead
Bespoke design and installation of automated gates, CCTV and in-house Audio Visual
equipment
Service, Installations & Office Manager
 Managing a team of four site engineers, two workshop-based engineers, two
administration staff and sub- contractors. Responsible for organising the
installation, repair and maintenance of security equipment, automated gate
systems, and AV.Includes communication with customers and sourcing of
materials and equipment, often working to short timelines.
 Maximizing on potential sales of new systems and maintenance contracts on
existing systems via data capture and updating of records.
 Liaising with the Technical and Sales Directors for new installations including
discussions of CAD drawings and designing specialized equipment for bespoke
systems.
 Stock control, price checks and meetings with suppliers and manufacturers to
ensure all parts ordered meet requirements set by EU legislation for Health and
Safety and keeping up to date with the latest products and disseminating this
information to the sales department and engineers.
 Ensuring all tools, equipment and procedures used by the engineers comply with
health and safety requirements. Completing van stock checks to reduce
requirement for repeat appointments. Collaboration with engineers to ensure
works are carried out efficiently and to high standards, to discuss new products
and introduce features and benefits of changes to company procedure.

3. Sep 2009- Desira Motor Group, Bury St Edmunds
Jul 2010 Fiat and Alfa Romeo retailer for sales, service and repair.
Service Manager / Workshop Controller
Headhunted by the Group Aftersales manager.
 Managing a service and repair centre for a twin manufacturer.
 Manager of two service advisors, seven technicians and two delivery drivers.
 Ensuring the smooth and controlled, day-to-day running of the department.
 Utilizing Kerridge for booking and invoicing, as well as creating reports via
Kerridge DMS.
 Maximizing labour sales with high technician productivity to obtain targeted
labour sales.
 Carrying out staff reviews, interviews and disciplinary meetings, as well as
ensuring a minimum of fortnightly team meetings.
 Controlling and recording department costs and forecasting sales.
Feb 2007– Dovercourt Ford, Colchester & Witham
Sept 2009 Ford retailer for sales, service and repair
Assistant Service Manager – Colchester branch
Workshop Controller – Witham Branch
Assistant manager for 1 year - promotion to Workshop Controller to develop career.
 Responsible for a workshop of six technicians. Organising and delegating jobs,
communicating with the technicians to ensure efficient turnover of both
warranty and retail works and providing any relevant manufacturer service news
and repair information.
 Working to ensure the workshop met targeted efficiencies and productivity for
both dealer and manufacturer standards including individual reviews with the
technicians to provide assistance where required.
 Timing and costing of warranty claims and front-line sales of visual health check
up and extended warranties.
 Communication with customers to take and arrange bookings and to update
throughout the works.
 Liaison with manufacturers’ and other dealer’s technical departments to stay up
to date with latest developments and requirements and to impart this
information to the entire department.
 Covering leave of service managers at other dealerships.

4. May 2005- Desira Group, Bury St Edmunds
Feb 2007 Fiat and Alfa Romeo retailer for sales, service and repair.
Service Advisor
 Service advisor for a main Fiat and Alpha Romeo dealership.
 Communicating with customers to book in vehicles for service and repair and
regarding additional works required.
 Assisting with warranty concerns and liaising with technicians and technical
groups to identify and rectify faults.Producing invoices.
.
EDUCATION
1995 - 1997 Colchester Institute, Colchester, Essex
City and Guilds Electronic Servicing Parts 1 & 2 (Pass)
Analogue and Digital Electronic Systems (Pass)
Assignments (Pass)
1990 – 1995 Ramsey Secondary School Halstead, Essex
GCSE: Grades A-D
OTHER RELEVANT EXPERIENCE AND SKILLS
Computing: I am competent with Microsoft Windows and Microsoft
Office programs.
Retailer DMS – Kerridge, CITRIX, GACES.
Additional: St Johns Ambulance trained first aider
Personal Details: Full clean UK driving licence.
Own vehicle
Four weeks notice period required
PERSONAL REFERENCES:
Available on request.