1. ROB SMILLIE • PAGE 1 • SMILLIE_R@YAHOO.COM
Robbie Smillie
Chichester, West Sussex
Home: +44 (0) 1243 780655 • Mobile: +44 (0) 7543 114 128 • Email: smillie_r@yahoo.com
 Business Skype : rob-smillie
PRODUCT SALES & SERVICE OPERATIONS MANAGER
A highly accomplished and commercially astute Service Operations Manager with a wealth of transferable skills honed
during a progressive and accelerated career operating internationally within the construction, mining, oil & gas ,power
generation and farming sectors throughout the last 20 -30 years.
Renowned as a strategic thinker & creative problem solver; understands the significance of establishing relationships of
trust & transparency to engage multiple internal and external customers & thus support organization-wide sales and
services delivery objectives.
A talented and results oriented individual; offering a unique & potent set of skills & experience to organizations looking to
establish a genuine customer-led & growth focused philosophy at the heart of their operations & service delivery.
CORE COMPETENCIES
✓ Service / Operations Management
✓ Business Unit Leadership
✓ Business Development
✓ People Management & Development
✓ Project Management ✓ Sales Management
✓ Continuous Improvement
✓ Financial P&L Management
✓ Quality Control@ H&S
✓ Stakeholder Management
PROFESSIONAL EXPERIENCE
UNATRAC/MANTRAC;NIGERIA, AFRICA - Unatrac is the Export Sales Office for the Mantrac Group, which
holds Caterpillar dealerships in nine countries globally, including Egypt, Russia, Iraq, Kenya and Ghana. Unatrac
offers direct export sales of new and used Caterpillar Construction, Mining, Power Generation and Materials
Handling Equipment, as well as offering parts and service solutions.
POWER SYSTEMS SERVICE MANAGER/SOM 2013TO 2015
Leadership responsibility for Service Operations and a workforce of 70 employees in Lagos, Victoria Island & Ibadan
with a primary focus on increasing Customer loyalty through the development of Service capabilities and coverage
in branch sites and in the Field. Tasked with the turnaround of a previously failing service operation; preventing
long-term customers from switching to locally based competitors, reducing customer complaints and ultimately in
returning the Service Operations Unit to profitability
Achievements
♦ Successfully led a team of Service Engineers to implement an improved forward planning process through the
adoption of scheduled service intervals which subsequently led to Service Power Systems’ installation of the
highest amount of Cat Product Link Systems in the Mantrac Group in 2014.
♦ Significantly improved Service coverage by increasing the size of service departments in both Lagos and
Victoria Island. This improved planning and dramatically reduced customer complaints within coming months.
♦ Re-established business with a previous customer, which led directly to a team of engineers being deployed to
Ibadan to cover the customer’s needs. As a direct result, CSA was signed up on nine large generators and the
first total overhaul was carried out in Lagos CRC. The improvements then led to another customer returning to
Mantrac, significantly improving the business forecast for 2014 due to this unplanned business.
♦ Exceeded annual sales targets within the Service team by US$ 4million in 2014. Targets initially predicted at
$28m, then increased to $31m. The team achieved a $32m sales target, with a healthy PADE (profit after
direct expense) for the first time in this region.

2. ROB SMILLIE • PAGE 2 • SMILLIE_R@YAHOO.COM
SERVICE OPERATIONS MANAGER- SURGUT,URAL REGION, SIBERIA 2010TO 2013
Headhunted by Unatrac (UK) to a leadership role for the Ural Region service operations business unit with
responsibility for managing 5 Service Operational Branches with a total staff of 84 across a 1.2m square km region.
Charged with making the Service Operations department profitable as, for the prior 10 years since Mantrac took
the dealership over, it had been a loss making service department. In addition, charged with responsibility for
developing staff and facilities to meet both the company targets, & KPI’s and to exceed customer expectations.
Achievements
♦ Successfully developed a profitable Service department: in 2011 Urals Service broke even on PADE, then in
2012, sales target was set at US$ 3m and Service achieved $3.25m, with 26% PADE.
♦ Developed all Service branch operations to meet Caterpillar Contamination Control Standard, which was
achieved in 2012 with each branch being awarded a Gold star. One branch achieved four Gold stars, a first in
Mantrac Vostok in the Ural region.
♦ Awarded CAT’s Gold Plaque for the Growth in Service and Parts Sales in the Oil & Gas sector.
♦ Worked with and promoted local Russian staff and increased Service capabilities to meet demand. Supervisory
and administrative staff numbers increased under my remit, from five to seven in each department, vital to
help engineers move up to the next stage in their career.
FINNING UK; STAFFORDSHIRE, UK - Part of Finning International, Finning UK is a worldwide distributor of
Caterpillar plant machinery, complementary equipment and power systems, supporting a diverse range of
industries. The UK division has two main business areas – construction equipment and power systems.
PRODUCT SUPPORT SALES REPRESENTATIVE 2000TO 2010
Sales quota responsibility for Caterpillar products, parts and service over a large portfolio of clients across six
counties within the South East England region. Wider remit included the provision of working solutions and the
implementation of a proactive customer service approach; all focused around building stronger customer
relationships in order to drive sales growth.
Achievements
♦ Significantly improved customer relations with clients which, as a direct result, generated equipment sales, in
turn providing Parts and Service growth.
♦ Initiated new business with a key customer, worth £1m, and increased hydraulic parts sales as a result.
♦ Recognized by CAT as top salesman of Customer Support Agreements sales in 2001.
♦ Exceeded annual sales target year on year achieving an increase of 10-12% on each year’s previous target
SUMMARIZED EARLIER CAREER
Finning UK, Service Supervisor, Staffordshire, UK
Managed the Field Service operation, with leadership of 15 staff, including responsibility for Health & Safety, daily
planning and delegation of work to service engineers and implemented service solutions with customer base.
Engineering Services Incorporated (Pvt) Ltd, Director, Zimbabwe
Established a business plan with three partner directors, including budget and cash flow forecast. Responsibility for
the mining, construction and farming customer base, supporting customers with the use of CAT equipment. Net
growth from 1996 to close in 1998 was Z$80k to Z$965K.
P&R Hydraulics & Fluid Engineering (Pvt) Ltd, Technical Manager, Zimbabwe
Managed customer support and after sales service, with leadership responsibilities for nine staff. Initiated a new
division leading to a profit increase from Z$700k to Z$2m. Controlled the order process of new materials and
developed test bench to improve quality control.
Product Support Manager Mine Machines (Pvt) LTD Zimbabwe
Rietspruit Opencast Services (RSA), (Barlow Rand Group); Apprentice, Mechanic, Charge Hand & Foreman.

3. QUALIFICATIONS
Caterpillar Certified Sales Professional, Caterpillar University
Caterpillar Financial Training • Equipment Management • Caterpillar Power Train, Hydraulics & Negotiation Skills
CSCA Card • Wilson Leaning • Caterpillar Pro 2000 Develop Total Win/Win Solutions • Caterpillar Engine & Drive
Train Skills.
The Counselor Salesperson, Finning UK