Technical Director for the company and accountable for all technical and service operations within the business. Providing strategic and operational direction for service delivery, expert technical product support, product development, quality control / analysis and process development.Role: Technical Director for the company and accountable for all technical and service operations within the business. Providing strategic and operational direction for service delivery, expert technical product support, product development, quality control / analysis and process development.Responsibilities:Management of the service department with Regional Managers, technical support and developed of a service agent network from 50 to 180 service agent partners to provide UK and now including Ireland, with warranty aftercare service network with service level agreements to set KPI’s.General day-to-day operational management and business administration of technical help desk and UK & Ireland service support network.Gain a deep understanding of customer experience and focus on exceeding customer expectations in order to help increase market share and continue to improve profitability through continuous improvement.Attend monthly meetings for service and technical departments with financial/performance reporting (KPI’s).Manage the quality control of products, analyse and maintain product quality data and provide corrective actions where required.Achievements: Developed the service department over time as the company goes from strength to strength with more in-house engineers and built up the UK & Ireland service network of service agent companies providing aftercare service and warranty repair cover.Developed changes in procedures and IT system process changes to improve efficiencies.

National Technical Manager for the company and accountable for all technical and service operations within the business. Providing strategic and operational direction for service delivery, expert technical product support, product development, quality control / analysis and process development.Role: National Technical Manager for the company and accountable for all technical and service operations within the business. Providing strategic and operational direction for service delivery, expert technical product support, product development, quality control / analysis and process development.Responsibilities:Management of the service department with technical support and developed a service agent network from 50 to 150 service agent partners to provide UK and now including Ireland, with warranty aftercare service network with service level agreements to set KPI’s.General day-to-day operational management and business administration of technical help desk and UK service support network.Gain a deep understanding of customer experience and focus on exceeding customer expectations in order to help increase market share and continue to improve profitability through continuous improvement.Attend monthly meetings for service and technical departments with financial/performance reporting (KPI’s).Manage the quality control of products, analyse and maintain product quality data and provide corrective actions where required.Achievements: Developed the service department over time as the company goes from strength to strength with more in-house engineers and built up the UK & Ireland service network of service agent companies providing aftercare service and warranty repair cover.Developed changes in procedures and IT system process changes to improve efficiencies.

Role: Technical Director for the company and accountable for all technical and service operations within the business. Providing strategic and operational direction for service delivery, expert technical product support, product development, quality control / analysis and process development.Responsibilities:Management from the start of the new business venture at ATAG of the service department with technical support and developed a service agent network from Zero to 130 service agent partners to provide a UK wide warranty aftercare service network with service level agreements to set KPI’s.General day-to-day operational management and business administration of technical help desk and UK service support network.Gain a deep understanding of customer experience and focus on exceeding customer expectations in order to help increase market share and continue to improve profitability through continuous improvement.Attend monthly board meetings for service and technical departments with financial/performance reporting (KPI’s).Manage the quality control of products, analyse and maintain product quality data and provide corrective actions where required.Achievements: Created a service department from the start on the new venture of the company from zero up to a UK service network of 130 service agent companies providing aftercare service and warranty repair cover.Reduced high service agent costs by looking at service agents travelling outside of their normal areas and claims for more money for extra time taken. Challenge overpriced invoices and if required look for replacement service agent that can complete jobs in a timely manner. Both these tasks helped reduce SA costs from £78 to an average of £61 and deliver a better service. Increased warranty returned parts from 74% to 88% from the field to gain more money back from faulty parts under warranty with changes in procedures and IT system process changes.

I was the National Technical Manager and then became the Technical Director whilst at ATAG Heating Technology.Accountable for all technical and service activities within the business. Providing strategic and operational direction for service delivery, product development, quality and safety.

ROLE:Manage the warranty repair work for the ventilation systems and waste water heat recovery unit products in the UK. Provide technical support to Baxi new build sales, marketing, developers and installers for the MVHR ventilation systems and waste water heat recovery unit products in the UKResponsibilities: Management, control and motivate the service agents and direct field based engineers, ensuring they offer a high standard of technical expertise and customer service UK wide operation to set KPI’s.To monitor, manage and give technical guidance on MVHR ventilation system CAD designs produced through Baxi's inhouse and subcontracted design departments.Undertake technical presentations in support of sales when required and attend industry technical meetings where required.I provided technical support for MVHR and other ventilation systems and Waste Water Heat Recovery Units to all parts of Baxi and Heatrae Sadia new build sales departments, marketing, developers, installers and research & development to fulfil customer expectations and requirements.I would liaise with R & D in Holland on the ventilation products and waste water heat recovery units where required.Achievements:Brought in a new technology into an established boiler manufacturer with full technical support to all parts of Baxi and Heatrae Sadia new build sales departments, marketing, developers, installers and research & development to fulfil customer expectations and requirements.Established and managed the service support network for the new products brought into the business through a team of service engineers and a service agent network to set KPI’s.

I was a Product Manager and then became Technical Manager.Responsibilities: Management, control and motivate the service agents and direct field based engineers, ensuring they offer a high standard of technical expertise and customer service UK wide.To monitor, manage and give technical guidance on MVHR ventilation CAD designs produced through Baxi inhouse and subcontracted design departments.Undertake technical presentations in support of sales when required and attend industry technical meetings where required.I provided technical support for MVHR and other Ventilation systems and Waste Water Heat Recovery Units to all parts of Baxi and Heatrae Sadia sales departments, marketing, developers, installers and research & development to fulfil customer expectations and requirements.I would liaise with R & D in Holland on the ventilation products and waste water heat recovery units where required.Achievements:Brought in a new technology into an established boiler manufacturer with full technical assistance to all parts of Baxi and Heatrae Sadia sales departments, marketing, developers, installers and research & development to fulfil customer expectations and requirements.Established and managed the service support network for the new products brought into the business through a team of service engineers and a service agent network to set KPI’s.

Role:Provide technical product support, quality control / analysis, training course development and training centre managementResponsibilities: I was the Customer Service Manager and then took on the additional Quality and Training department.I would ensure all internal company procedures are documented, maintained, analyse and suggest corrective action.Responsible to monitor, produce quality reports and analyse against KPI’s with Directors and have quality meetings with parent company in Italy around the KPI’s.Manage and support quality problems in the field and propose solutions.Technical input & support to marketing and R&D with documentation as appropriate (i.e. installation instructions, technical data sheets, spare parts lists, brochures, trade exhibitions or technical articles).Managing and developing training course material for a network of 6 (2 internal and 4 external) training centres and ensure it is delivered to the required standards and customer needs.Manage internal and external training centres and arrange administration support through internal staff.Achievements: Investigate high failure rate of fans through data analysis and physical product why there was so much of a problem with fans. Found a redesign of the boiler did not take into account a miss alignment of a drip tray which was causing water damage. Result: Reduced the amount of fan replacements from 270 to 60 a month which saved on warranty call costs, parts costs and any damage to the brand due to quality issues.

Role:Day-to-day management responsibility for the service department: Technical support desk, service / job planners, direct employed service engineers and service agent network partners. Providing strategic and operational direction for service delivery, aftercare provisions, quality control and standards compliance. Responsibilities: Manage a service repair network across the UK to provide consistent and cost effective cover with the support of regional managers, regional technicians and a service agent partner network.Negotiated service agent partner contracts for existing and new service agent partners.To focus on exceeding customer expectations in order to help increase market share and continue to improve profitability.Management of a high standard cost efficient service to end-users, installers and merchants through the organisation and administration of direct employed service engineers, service agent partner network and the management of in-house technical support helpline.Achievements: Reduced high service agent costs by looking at service agents travelling outside of their normal areas and claims for more money for extra time taken. Challenge overpriced invoices and if required look for replacement service agent that can complete jobs in a timely manner. Both these tasks helped reduce SA costs from £66 to an average of £58 and deliver a better service. Management of part failure involving Gas Safe as a safety issue. Controlling a project to change over parts under warranty calls. Fulfil free of charge parts to service engineers to replace during an annual service. Exhausted all routes to communicate with the industry, installers and homeowners to resolve the situation to Gas Safe satisfaction.I was the Customer Service Manager and then took on the additional Quality and Training department.

Management of a team of central heating installers and sub-contractors.Management of installation quality / customer satisfaction / complaintsEfficiency of labour & resources for installation work, liaise with service & repair teams for breakdown repairs.Technical support for the installation engineers, electricians & sales people

Technical support to a super patch which involved giving support to around 50 engineers. Help coach engineers in difficult jobs and train apprentices whilst they are in the area from their training centre block release.

Service engineer working on LPG & Natural Gas boilers, fires, cooker, and warm air units. Covering parts of Sussex & Surrey on normal work and out of hours emergency calls.