Anthony Wilson


Product Technical Manager

York, UK


Talented Returns/ Reverse Logistics/ Technical/ Quality Manager dedicated to continuous process improvement and on-time delivery in the face of evolving and changing markets, with 26 years of industry experience.

My passion is working with and improving products, procedures and people, providing continuous improvement to achieve both customer satisfaction and business goals.  I have excellent organisational, management and analytical skills, am extremely results-oriented and proactive in addressing and resolving problems. I am challenge driven with a consistent history of maximising resources whilst reducing costs.

Areas of expertise include CRM/ QMS/ WMS, maximising profit from non-A Stock, reducing waste, continuing product development, team management, advanced fault analysis and resolution.  I bring teams and individuals to their full potential- managing, mentoring and coaching them to perform in their most efficient, cost effective manner to help them grow with the expansion of the business whilst changing the workflows and behaviour of systems and procedures to achieve strategic goals and maintain SLAs and KPIs.  I am an accomplished professional with an extensive background in electronics and have professional and versatile customer facing skills.


Returns/ Reverse Logistics management
Warehouse management
Inventory management/ control/ analysis
Customer Relationship Management
1st & 3rd Line Technical support
Customer Service/ support/ conflict management
Quality Control/ Assurance/ Management
Legal Compliance
Management reporting
Employee managing/ scheduling/ coaching
Effective leader and multi-tasker
Advanced skills in Microsoft Office applications
Basic Project management
Good experience in Microsoft Visual Studio/ Microsoft SQL Server/ eCommerce/ SAP
Can program ASPX/ HTML/ SQL coding/ DMX


Returns Manager – May 2016 – May 2019

Gear4Music – York, North Yorkshire

Largest dedicated, UK-based online retailer of musical instruments and  equipment, 2nd biggest in Europe

Key Responsibilities:

Ownership of the global returns process.  Managed, organised and motivated an expanding team of up to 56 including test and repair engineers, spares and ebay teams, administrators and general operatives.
Ensured all returned products and customers accounts were processed swiftly to ensure customer satisfaction, creating maximum resale value of returned items whilst liaising with suppliers regarding repair, refund or replacement of warranty products.
Provided training to technicians in basic and advanced fault finding techniques and actual repair of goods.
Assisted the import team with initial and ongoing analysis of products, making recommendations for regulatory compliance and design improvement whilst providing feedback on failure rates.
Worked closely with all management teams to provide external customer support via email and telephone, to ensure receipt and dispatch of goods, and the processing of returned goods to stock, was carried out efficiently.
Responsible for all ebay sales and stock management.

Key Achievements:

Using a QMS approach I Implemented a flexible way of working to reduce the time between customer goods arriving and being processed to consistently achieve a KPI of under 24 hours.
Designed and developed POC stand-alone web based returns tracking system utilising Sharepoint and MS Access, which was used by the Returns Department, Warehouse and Customer Services.  Created web based Returns Department wiki for company procedures and fault finding/ repair.
Developed advanced reporting directly to the CCO and CEO.
Doubled B-stock sales on ebay and worked with Warehouse management to reduce the overall mispick rate.
Oversaw the expansion of the Returns Department and team to increase 5-fold, in line with company growth.
Technical Product Manager – January 2014 – May 2016

Conair UK – Fleet, Hampshire

Parent Company of BaByliss, BaByliss Pro, Cuisinart, Waring amongst others

Key Responsibilities:

Oversaw the work of the QA/ QC/ Fault Analysis teams and facilities.  Set up and controlled QA/ QC procedures and practices, implemented ISO9001 Certification.
Ensured current legislation and directives were understood and observed.  Kept abreast of current standards, regulations/ directives; worked with the Compliance team to ensure products comply to relevant law.
Followed up QA/ QC failures and control issues relating to Quality Control, working with global technical facilities to define root causes of failures, producing and authorising CAR’s for use in production.
Oversaw technical reworks, being responsible for supplier/ vendor contact and remuneration throughout.
Designed & maintained the Technical Database to ensure the smooth running of the QA/ QC/ NPD departments.
Provided technical assistance to NPD department and liaised with external contractors giving initial analysis of new products and making recommendations for regulatory compliance.
Produced in-depth reports for Directors/ MD and monitored product returns.
Prepared technical training and instruction to all staff and provided internal and external customer support.
Key Achievements:

Created and implemented systems to obtain ISO9001 certification having completed ISO9001 auditors introduction course.
Designed internal computer-based systems for QC workflow control, in-house FAQ, technical query databases and data reporting for Directors and MD.
Made running changes in design and production of faulty items, reducing failure rates substantially.
Visited factories in China to monitor performance and influence change in manufacturing and QA.  Instigated new QC/ QA procedures to the QMS in both the UK and China. Negotiated agreements with factories to reimburse Conair for faulty goods.
Created and managed a rework team model to carry out non-technical reworks in house.
Worked closely with legal teams and law enforcement to stop counterfeit goods entering the supply chain.
Trained to be a Coaching Member for the CS team under the Institute of Customer Services.
Director – (April 1999 – December 2013)

Pro Line Audio Ltd – Malpas, Cheshire

Professional Audio and Lighting Sales and Repairs

Key Responsibilities:

Owner/manager responsible for top-down decision making, strategic direction and day-to-day operations.
Carried out repairs to pro-audio and lighting equipment including refurbishment of B-grade items to surface mount PCB level including SMPSUs.
Financial and management reporting including inventory management and quality control, statutory financial and tax reporting.
Fully responsibility for Pro Line Audio online marketing and websites.
Provided demonstration and training on pro-audio and lighting systems to end users.
Maintained strong customer relations with key clientele, providing pre and post sales technical support.

Key Achievements:

Expanded business model with great success into online trade and marketing through multiple distribution channels.
Maintained ‘Top Rated Seller’ status on eBay with over 11,700 sales and 100.0% positive feedback.
Implemented JIT-based inventory management with planned forecasting of high turnover periods.
Successful management and growth of Pro Line Audio Ltd achieving in excess of £250k turnover PA.
Directed expansion of marketing and distribution channels through eBay, Amazon and company website.
Attained full warranty authorisation with Allen & Heath, Ampeg, Mackie, Rhodes, Roland and Tapco, and warranty work agreements with Akai, Crown, C-Audio, E-MU, Ensoniq, Marshall and Soundcraft.

  • Updated 2 years ago

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