Paul Herbert has over 25 years of experience in the printing and copier industry, holding roles such as Operations Manager and National Product Manager. He brings expertise in customer service, strategic planning, and team leadership. Currently seeking new opportunities in New South Wales, Herbert has a background of successfully developing dealer networks and delivering results.

1. Paul Herbert
14 Bruce Road Fairy Meadow NSW 2519
0411 511 741
paul.herbert@iinet.net.au
CAREER PROFILE
With a background in the print and copier industry, I bring experience and knowledge second
to none in a competitive customer driven environment.
Known for my ability to develop and maintain dealer networks I was persuaded to go to
Tasmania to assist in building the business. I am now returning to NSW. My strengths and
skills include:
STRENGTHS AND SKILLS
Major strengths
- Customer service excellence
- High levels of professionalism
ethics and Integrity
- Strong team player
- Strong strategic logistics planning
- Personal and team Performance
management
- Strong project planning and
management
- Workplace health and safety
High level skills in
- Communication and Presentation
- Teamwork
- Customer Satisfaction delivery
- Workflow design and
implementation
- Processes and procedures
- Results orientation
- Computer skills
- Workplace health and safety
- Industrial and domestic Electrical
installation and maintenance
- Major business Tender writing
CAREER HISTORY
Operations Manager Fuji Xerox Business Centre –
Tasmania 2014 - 2016
Responsibilities:
• The company-wide delivery of Customer Service.
• Field Customer Service Operations –Management, Administration and performance
management.
• Total Logistics and Supply Chain – Inbound/Outbound Spares, Consumables and
Equipment, Stock levels and pricing, transport delivery methods.
• Customer Administration – Contracts Registration and billing, inbound customer call centre.
• Managed Print Services delivery – FMAudit and XPPS online MPS tools.
• Work Place Health and Safety management and coordination.
• Facilities and fleet procurement and ongoing management.
• Systems procurement and integration across all streams of business.

2. Paul Herbert
E: paul.herbert@iinet.net.au
M: 0411 511 741
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Achievements:
• Development and Implementation of customer feedback program providing real insight into
customer perception.
• Development and implementation of online device monitoring program, resulting improved
back-office efficiency saving 2 x FTE.
• Launched exclusive Tier 1 Makerbot 3D printer program into Tasmanian market.
• Led a successful tender process for Tasmanian whole-of-government supply contract.
• Led a fleet-wide refresh and rebrand in line with company marketing plan.
Operations Manager Australia And New Zealand
Fuji Xerox Printer Company 2012 to 2013
Responsibilities:
• Customer Service Operations –Call Centre, Field support, Technical Support.
• Logistics and Supply Chain – Inbound/Outbound Spares, Consumables and Equipment.
• Work Place Health and Safety coordinator.
Achievements:
• Transformation of Service culture with high-level communication and customer focus at its
core.
• Successfully plan and deliver an outsourced customer contact centre in a multi-phased
exercise delivering high volume capability whilst maintaining customer-first approach.
Dealer Service Operations Manager Fuji Xerox Australia Pty Ltd 1988 to 2012
Responsibilities:
• Dealer Service operations manager responsible for ensuring the effective delivery of a
comprehensive service support program to all of Fuji Xerox's customers in regional Australia.
• Combine with key stakeholders within Fuji Xerox Australia and its Dealer community, to
facilitate the delivery of the following support mechanisms to the dealer community to allow
them to deliver effective customer support in regional Australia.
• Manage the satisfactory resolution of all customer satisfaction issues in a timely manner and
with a customer-first focus always.
• Develop and administer a comprehensive service performance management program to
deliver visibility of the key performance indicators;
o Call response times
o Return to service times
o Product Reliability
• Coordinate the monthly distribution of performance data.
• Review the performance material with Dealer management and negotiate the successful
implementation of any remedial activities.
• Collaborate with Fuji Xerox and Dealer Sales teams to provide innovative responses to
customer opportunities.
• Control and approve the setting of spares, consumables and rebate pricing to ensure a
balanced and sustainable financial model that would allow dealers to operate profitably whilst
meeting the target expectations of Fuji Xerox.
• Lead Fuji Xerox Australia's Dealer environmental sustainability program.
Achievements:
• Created and implemented Fuji Xerox Australia’s regional service strategy in alignment with
the overall Fuji Xerox’s national strategy.

3. Paul Herbert
E: paul.herbert@iinet.net.au
M: 0411 511 741
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• As part of a small team, I assisted the development Fuji Xerox’s health and safety
procedures. This led to Fuji Xerox being awarded a National multi-million-dollar sole-supplier
contract with Rio Tinto.
• Developed and ran Fuji Xerox’s dealer service performance program, highlighting key
customer satisfaction drivers, with 100% improvement in product reliability and a 50%
reduction in the number of calls outside of agreed target response time.
National Product Safety Manager Fuji Xerox Australia Pty Ltd 2009 to 2012
The management of the Fuji Xerox product safety program was designed to capture all reported
safety issues relating to Fuji Xerox, Fuji Xerox Printer, Xerox Corp and third party OEM products.
My responsibilities were:
• Implement Fuji Xerox global product safety policy fully implemented across the entire Fuji
Xerox Australia business including its Channel and strategic service partners.
• Engineer robust procedures to capture investigate and report all cases regardless of severity.
• Manage all high and extreme severity cases ensuring they were treated with extreme care
and urgency and that senior management is fully informed and updated as cases develop.
• Produce periodic reporting to Fuji Xerox Australia executive management on all aspects of
performance achievement against regional expectations.
• Produce Fuji Xerox annual audit, highlighting any areas of improvement and opportunity
against Fuji Xerox Product safety expectations.
• Provide written reports to customers on key findings of any product safety investigations
and any follow up activity.
Achievements:
• Refined call handling process to enable the identification and separation of product
safety cases from normal day-to-day activity.
• Designed, built, and maintained a product safety case management database.
National Product Manager, Wide-Format Products 2009- 2010
Fuji Xerox Australia Pty Ltd
Responsibilities:
Responsible for the life-cycle management of Fuji Xerox, Xerox and OEM wide-format
products.
Specific responsibilities were:
Fuji Xerox Australia Pty Ltd
• Program all activities associated with the launch of xerographic wide-format multifunction
copier printers including; product safety compliance, Sales and service training, stock
holding, financial profitability.

4. Paul Herbert
E: paul.herbert@iinet.net.au
M: 0411 511 741
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• Execute the ongoing performance management of existing products to ensure ongoing
performance in line with expectations.
Achievements:
• Launched two new xerographic plotters specifically suited to existing marketplace
workflow solution. First year sales for these two products, $1.6 million.
• Launched a range of Epson inkjet plotters as an OEM product that gave Fuji Xerox a
consumables and supplies annuity. Monthly billed annuity, $500K.
PROFESSIONAL DEVELOPMENT
• Education: Electrical Trade Certificate- Wollongong TAFE
• Electrical contractors licencing
• Advanced computer and networks
• Professional Development:
• Electrical contractor’s licence
• Quality through Leadership
• Work place assessment
• Process planning and project management
• Outlook, Excel, Word, PowerPoint, Visio, Access and Project
• Workplace health and safety, cert IV (currently completing)
INTERESTS
• Active Member, Football Federation of Tasmania, Active lvl II FFA referees assessor and
coach
• Active Member, Illawarra live steamers, model locomotives
• Active Member, Picton Kart Racing Club
• Caravanning, Boating, Fishing
REFEREES
Available on request
The best and most beautiful things in this world cannot be seen or even heard,
but must be felt with the heart.