1. John Graham
Customer Service Manager | Engineering Manager
22 Peregrine Road, Offerton, Stockport, Cheshire SK2 5UR
07825 233311 | john.graham@ricoh.co.uk
Profile
A dedicated, versatile and highly experienced Customer Service Manager with a proven track record of providing
effective strategic management in support of outstanding technical customer service. Identifies process
improvements that enhance organisational performance and service capabilities whilst meeting demanding KPI’s
and corporate objectives. A quick thinker who is able to evaluate situations accurately even in highly pressurised
environments.
Disciplined Customer Service Manager with superior stakeholder management experience
Coordinates people and resources to meet demanding SLA’s within tight deadlines
A natural aptitude for identifying and resolving issues rapidly and efficiently
Seeking a Customer Service Manager or Engineering Manager position with scope to advance company standing
while maximising use of industry expertise and experience.
Skills Matrix
Team leadership | coaching | mentoring | financial planning| financial control | staff training | staff development
| process improvement | client relationship management | communication | strategic planning | resource
management | people management | report management | P&L | stakeholder management | issue resolution |
problem resolution | cost saving | stakeholder engagement | customer support | technical support | schedule
management | project delivery | project management | customer relations | staff management | team
management | continuous development | people management | solutions advice | time management |
Personal Attributes
Personable and approachable Customer Service Manager who inspires confidence in colleagues and clients
Flexible and self-assured with the ability to adapt to quickly evolving project and people requirements
Pragmatic, trustworthy and cultivates positive working relationships with all internal and external parties
Career Detail
Ricoh UK - Level 2 Support Team 2011 - Present
Level 2 Support Team member / Customer Service Manager responsible for delivery of high quality technical
support to major blue chip client accounts. Utilising expertise in the full range of Ricoh products including
printers, desktop systems and printing finisher equipment and ensuring ability to provide comprehensive support
and solutions by maintaining an up to knowledge. Assessing technical problems raised at Level 1 and providing
guidance and support to relevant engineers on resolutions. Provided support in very demanding South African
market, analysing machine faults and breakdown data, assessing reliability issues and providing appropriate
solutions saving millions of pounds in part costs. Acting as UK Safety Coordinator assessing requirements and
authoring the Engineering Safety Manual. Providing guidance and support to senior management on health and
safety requirements for outbound engineers.
Further responsibilities and accomplishments as Customer Service Manager include:
• Identified static faults in key client printer and provided solution to avert potential legal action
• Set up the IBM print room at the Co-operative Bank in Salford Quays
• Outperformed almost all company own specialists on their equipment without any formal training
within 3 months of joining
• Author of several Technical Launch Documents on behalf of Ricoh UK
• Successfully resolved over 99 per cent of issues raised
• Implemented quarterly client visits to address client concerns and formulate action plans
• Developed systems which doubled the life span of expensive consumables resulting in significant
improvements to machine reliability and consequently enhanced customer relationships
InfoPrint UK / South Africa - Team Leader Remote Support Team / H&S Coordinator 2008 - 2011
John Graham - Customer Service Manager / Engineering Manager

2. Customer Service Manager / H&S Coordinator responsible for a team of 70 engineers based in the UK and South
Africa assigning relevant engineering capabilities to client requirements throughout UK. Leading, managing and
support staff and ensuring high motivation and support to perform effectively. Managed order requisition for 45
engineers based in South Africa, sourced components from Holland and the USA and monitored field based
engineers for performance with clients.
• Reviewed and evaluated repair fault data and implemented substantial cost saving procedures
• Improved client relationships in South Africa following the provision of effective advice and
recommendations on changes to improve working practices
• Provided advice to maintain company alignment with up to date legislation as a NEBOSH certificate holder
• Led regular health and safety forums and authored company UK Engineering health and safety manual
• Discovered incorrect advice on a toner safety warning that resulted in all IBM toner MSDS (Material Safety Data
Sheets) being amended worldwide.
• Prevented a major high street bank from a potentially very costly, and would have been very public, H&S breach.
This resulted in me getting a personal thanks from the Chairman of the bank, through the Chairman of IBM UK
for my efforts, and discretion.
IBM Printing Business - Front Office Remote Support 2004 - 2008
Front Office Remote Support who provided specialist support to 150 printer engineers. Acting as 1st line support
for customers with highly technical printer difficulties and using expertise to identify and resolve issues with
optimal accuracy and efficiency. Maintained contact with customers, providing feedback at all stages of issue
resolution.
• Formulated action plans and timescales to resolve queries and ensured these were consistently adhered to
• Communicated customer issue progress to all relevant departments to ensure cohesion
• Gained recognition for being able to close technical problems in the 1st instance for 15 per cent of cases,
exceeding the corporate average of 11.5 per cent and therefore negating the need engineer attendance
IBM Printing Business - Regional Specialist 1996 - 2004
Regional Specialist who was responsible for delivering comprehensive specialist support to over 45 regionally
based engineers. Provided detailed analysis and reports to senior managerial personnel in order to leading to
identify areas for improvement and consequently enhance client relationships.
• Managed production of quarterly client audits resulting in to significantly improved printer maintenance
programmes and scheduled replacements therefore reducing printing downtime
• Key influencer as the Senior Printing Specialist for North England / Scotland in overseeing the continual
improvements to machine performance and reduction of budget spent on parts
IBM Printing Business - Team Leader 1996 - 1996
IBM Printing Business - Customer Engineer 1993 - 1996
IBM Large Systems - Customer Engineer 1984 - 1993
Education and Qualifications
HND Marine Engineering (1980)
NEBOSH Certificate with Credit (Health and Safety) (2004)
Hobbies and Interests
Away from the Customer Service Manager world, I enjoy Karate (I am a black belt at Kenshikan style), cars and
motorbikes
References are available upon request
John Graham - Customer Service Manager / Engineering Manager