Tommy Hopkins

Versatile, driven and commercially astute professional with 15+ years of experience within operations departments in the UK and UAE. Accustomed to driving top line performance through improving the service offering and enhancing the customer journey, in addition to astute stakeholder relationship management, leading supplier negotiations and product expansion. A thoughtful and rock-solid operator who thinks things through and gets them done.

A dynamic professional with a natural ability to create enthusiastic and productive work environments and a proven track record of building, developing and leading multi-cultural teams.Builds strong client relationships by translating sincere belief in product into solutions for client’s success. Consistently hits the ground running in new roles, producing exceptional results within a short period of time.

PROFESSIONAL EXPERIENCE Delta Turf Care, Dubai, UAE Feb 2022 – Present Technical Support Manager Delta is a leading provider of innovative solutions for golf and sports field markets including turf and landscape equipment and irrigation solutions for Toro USA, overseeing the whole of the GCC. Reported into the General Manager in Dubai, I have effectively managed field service, schedules and warranty related requirements. Responsible for managing of all workshops in the UAE, Riyadh and Jeddah along all the field technician employees.

Key Achievements • Coordinated and overseen various mechanical works involving repair, maintenance and services of all turf maintenance related equipment.

• Establishing and maintaining relevant service-related information.
• Establishing and maintaining relationships with both clients and suppliers.
• Successfully maintained policies and procedures related to the management of workshops and training courses.
• Provided product operation and service training to customers and our technicians.
• Worked closely with all our customers to ensure a continuous financial growth of the service centres.
• Updating all workshops, parts stores, tooling and equipment to maintain the highest standards set by Toro.
• Responsible for ensure all stock levels were correct for all aspects of service, maintenance and call outs.
• Creating quotes, purchases orders, job cards, picking lists and invoices.
• Point of contact for all customers across the region.
• Coordinating all tournament support.
• Assisting sales team with all technical queries.

Autohaus Middle

East LLC, Dubai, UAE Jul 2021 – Feb 2022 Workshop Manager Reported into the owner of Autohaus ME, my overall responsibility was to focus on reducing repeat repairs across for all customers and responsible for the target rate, below 5% of Worked Hours. Key Achievements • Quality control of all work carried out or routed (all kind of sublet or external services availed by Autohaus) through Autohaus.

• Ensure vehicle is repaired up to the highest standards and safe to operate on public roads (Signature on each job card mandatory).
• Train and assist (in case of trouble shooting) all workshop staff in every possible way.
• Arrange and request all necessary special tools when needed with justification.
• Ensure all vehicles are ready (job completed/car washed) at the promised time on job card- Inform service advisor in advance in case of delays and problems.
• Arrange and distribute Job Cards to Mechanic & Technician.
• Update each Service Advisor at least 1 time per day about the status of every job given to workshop manager.
• Fill in Technical Report form.
• All observations made during the vehicles stay in our workshop and or test drive which are to the way the supposed to be have to be noted down on the job card for future reference.

Al Seer Marine

Supplies and Equipment (Royal Group LLC), Abu Dhabi, UAE Jul 2018 – Jul 2020 Workshop / Service Manager Reported to both the Business Development Manager and the Operations Manager, responsible for managing and leading a team of 60 staff across 6 different site workshops. Accountable for overseeing the complete Operations and Service Repair Departments to ensure that all repair, modification and maintenance services for the fleet’s mechanical, electrical, fabrication, paints and coatings, carpentry and upholstery divisions are operating in line with Company SLA’s and procedures. As the Manager also responsible for the day-to-day management and supervision of the team including recruitment, performance management, appraisals and training & development.

Technically responsible for providing subject matter expertise to diagnose technical issues, supervise repairs, assign tasks to mechanics, organise workshop activities, monitor work progress, and implement industry standards. Insured quality work meeting established time guidelines for work orders; in addition to overseeing the initiation of all procurement requests for parts and supplies.

Key Achievements

• Achieved and/or exceeded all performance targets, metrics and KPIs during tenure.
• Provided leadership, supervision and guidance to the team so as to ensure all direct reports have clarity about their roles and responsibilities. Established quantifiable and observable performance objectives for direct reports or team members including activity trackers for all plant movement within projects.
• Successfully procured new heavy machinery (new case tractor and forklift) for the workshop at competitive prices: o Trained the team on the safe operation of the equipment.
• Designed, implemented and led the roll out of an inventory control system for all tools – thereby reducing petty theft and introducing a culture of accountability.
• Spearheaded the relocation of 3 Departments to be completed with minimal disruption to business • Oversaw the complete fit out, procurement of new equipment, transportation of old equipment and stock take.
• Successfully collaborated on planning and delivering prestigious projects such as Abu Dhabi F1 and IDEX/NAVDEX through ensuring all Al Seer Marine vessels were ready and provided on site support for repair and maintenance throughout the events.

Masters House Motorcycles

Worx, Dubai, UAE Feb 2017 – Jul 2018 General Manager / Mechanic Collaborated with the owner to diversify the product offering with the introduction of the ‘motorcycle repair’ segment, to be managed and run as a separate stand-alone entity.

Key Achievements

• Led the increase in revenue by AED150,000 within 12 months in challenging market conditions.
• Developed and implemented procedures for the new motorcycle repair division, in line with industry best standards.
• Assisted with the complete management workshop for 3,500 sq feet premises, including health and safety aspects.
• As the first point of contact all aspects of customer service, to develop and manage all relationships and ensure an enhanced customer journey. A role model for outstanding guest service and coached the team to a high level of client service.
• Successfully oversaw all merchandising, inventory control, loss prevention, cash control, payroll, P&L control, and maintenance functions.
• Developed, implemented and executed monthly sales plans. Created plans of action to achieve sales results, delegated assignments to management team and followed up and made adjustments as necessary.
• Recruited and hired new management and associates; handled associate personnel matters including performance reviews, evaluations, and payroll procedures. Conducted peer evaluations on leadership team.

GSCE at high school (Langleywood)