Responsible for up to 16 Field Engineers and 4 Service Desk personnel maintaining commercial and domestic properties throughout London and the Southeast. • Responsible for all operations from initial report, response, and quotation through to materials sourcing, work completion and invoicing.• Also responsible for KPI's with a particular focus on maintaining high productivity levels and meeting challenging invoice targets.• Responsible for all aspects of HR management from recruitment through to discontinuation.• Responsible for compliance with Health and Safety regulations, incident reporting, maintaining H&S training records, and toolbox talks.• Managed Fleet processes and advised on vehicle life-cycle.Worked closely with Project Management to maximise available skill sets and ensure resource planning met business need.Investigated complaints and recall incidents and developed resolutions resulting in win-win outcomes for all.Maintained Out of Hours Rota, and served as out of hours contact point on a rota basis.Major Achievements – • Developed tools and reporting to enable performance management and business monitoring.• Introduced robust unplanned absence management processes and managed planned availability to ensure smooth operational performance.• Transformed the available skillsets through recruitment and training.• Designed and initiated performance review processes.• Initiated processes ensuring compliance with WEEE directive and hazardous waste processes.

Responsible for up to 27 walking and driving engineers in Greater London and North Kent servicing multiple manufacturers’ equipment.Responsible for KPI performance with a particular focus on Cost of Sale and Return to Fit.Introduced robust resource management processes and planned availability.Approved expense claims.Worked closely with National and Commercial Sales teams to maximise opportunities and drive business retention.Performed client reviews.Investigated complaints and developed resolutions satisfactory to both the client and the business.Initiated MPS monitoring at several key accounts and developed plans for proactive MIF management.Reorganised stock holding across the area, driving the return to fit rate down consistently by 50%.Developed the Failed Installation process, ensuring all issues were quickly escalated to the appropriate department and actioned.Revised and revitalised several operational procedures including Warranty Returns, stock return processes, and London stock usage amongst many others.Developed a Field Solutions process, which provides a forum for Field Engineers to feedback and share unusual problems and fixes.

Managed up to 23 engineers for East London and South Essex. Responsible for day to day operational direction and KPI performance including first time fix rate and response times. Administered annual Personal Development Plans, setting individual performance targets and development goals.Planned resource availability to meet business need.Ensured engineer skill sets were kept current with emerging technologies.Monitored process compliance via field accompaniment and post call audits.Developed pro-active team escalation procedure to ensure effective high frequency incident management.Responsible for management and control of area cost of sale, ensuring budget targets met.Investigated billing queries and complaints, maximising customer retention by negotiating win/win resolutions. Performed regular client reviews, correlating SLA achievement against contractual penalties, developing action plans for non-compliance, taking ownership for problem resolution. Member of Employee Forum, helping to provide direction on company policies and the implementation of new employee contracts.

Managed up to 27 engineers and 5 Team Leaders , with ownership of all service operations and KPI performance for the area. Administer annual PDP’s, set performance targets and development goals at individual and team levels. Responsible for Area P&L with influence over £2.5m service revenue per annum. Performed Service Delivery functions for local and national clients, providing single point of contact access, problem resolution, and undertaking regular reviews for major accounts.Initiated and led development of product improvement processes to increase machine reliability.Innovated machine lifecycle management process, maintaining high revenues at lowered cost of sale.

First level technical support for high incident and problem escalation. Supported and coached teams of up to 8 engineers, responsible for team and individual KPI performance. Instigated a standardisation of team maintenance procedures.

Performed installation and maintenance of High Volume and Production Print photocopiers. Developed new standardised machine record book for national distribution.

Performed installation and maintenance of High Volume and Production Print photocopiers.

Installation, calibration, and maintenance of laser, ultrasonic, and CCD array industrial measuring instruments.