Steven O’Neill Email & Phone Number

As the Service Lead for the UK, I play a pivotal role in ensuring the highest standards of customer satisfaction, service quality, and profitability. I oversee the successful delivery of service operations, managing the UK-based service engineering team and driving performance through key performance indicators (KPIs) and reporting. My focus is on meeting operational objectives and enhancing customer satisfaction.Key responsibilities include:Leading and managing the UK Service Engineering team, ensuring effective planning, organisation, and monitoring of all service activitiesAccountable for the on-time delivery and coordination of Preventative Maintenance (PM) activities, ensuring the reliability and performance of customer instrumentsAchieving key service metrics and operational targets, contributing to the department’s success as a customer-centric profit centreMaintaining and improving customer satisfaction by delivering high-quality, productive, and cost-efficient service solutionsProviding optimal service support for instruments and customers, balancing economic considerations with contractual obligationsResolving customer issues to ensure maximum instrument availability and functionality while fostering long-term client relationshipsAs the Service Lead for the UK, I am committed to supporting the sustainable and ethical growth of the business. I ensure that our service delivery aligns with both company values and customer needs, fostering a culture of integrity and customer-centricity.This role allows me to drive operational excellence while delivering customer-focused service solutions, contributing to the business's overall success.

United Kingdom

As a Field Service Supervisor, I managed the on-site repair, service, calibration, installation, and commissioning of advanced coordinate and optical measuring systems. My role was a blend of technical field service and service management, where I led a team of engineers and ensured the highest service delivery standards.Key responsibilities included:Leading and managing field service team members, including conducting performance appraisals, handling disciplinary matters, and overseeing training and developmentConducting site audits, regular one-to-one meetings, and driving employee engagement to foster high levels of motivation and teamwork, as reflected in employee feedback and performance metricsCollaborating with the Technical Service team to implement best practices and continuous improvement in service delivery, aiming to meet key performance indicators such as:Reducing Mean Time To Repair (MTTR)Increasing First Time Fix Rate (FTFR)Enhancing booked productive hours per engineerDriving Service Revenue and Service Profitability (EbIT)My approach to service delivery was always customer-centric. I engaged with both internal and external customers to ensure their service satisfaction, building and maintaining strong working relationships that were based on trust and reliability.Working closely with the scheduling team to efficiently plan and coordinate field service activities, prioritising tasks to meet customer needsActing as the deputy to the Regional Service Manager, supporting field engineers and overseeing technical service operations during periods of absenceMy role as a Field Service Supervisor involved close collaboration with cross-functional teams including applications, customer support, services, sales, and marketing. This collaborative approach ensured cohesive service delivery and a unified customer experience, reflecting our commitment to excellence.

Mission Support Centre - Raf Coningsby, Lincolnshire

Engineering Manager, responsible for the completion of avionic system trials, software testing and the developing technology of the Eurofighter Typhoon and F35 Lightning II aircraft. Leading a team of highly skilled engineers, carrying out independent system testing and conducting ground trials on an £80 million stage 4 aircraft avionics rig, ensuring all documentation and data analysis is carried out correctly using 1553 and 3910 bus analysers. Working closely with test pilots and industry specialists in a high-pressure environment to re-create in-depth operational scenarios and advise MoD and industry partners such as QinetiQ, Lockheed Martin, BAE, Selex and DSTL. Completion of trial reports to support the release to service of new aircraft avionics equipment and electronic countermeasures. Briefing key stakeholders on re-programming activities.• Troubleshooting and running test procedures, qualified at BCS ISTQB standard.• Electrical & Electronic System Fault Diagnosis• Producing trial test plans and end reports to support the release to service of new electrical & electronics hardware and software.• Coordinating tasking for the engineering team, ensuring that technical documentation and infrastructure requirements are identified and made available.• Evaluation of Technical problems to develop proposals for investigations and corrective actions, including process improvements.• Maintaining the interest of the RN/RAF as an intelligent customer.

Maritime Counter Terrorism - Rnas Yeovilton, Somerset

Mid Level supervisor, directly accountable for leading the Avionics engineering department and maintaining the Lynx Helicopters flight critical electrical, avionic and weapon systems to meet operational requirements and commitments worldwide. Responsible for the electrical engineering department providing an air support option to Special Forces maintaining the UK’s maritime interests and managing a team of multi-skilled engineers conducting first-line engineering maintenance activities on front-line Lynx Helicopters and ensuring that all routine maintenance activities are planned, and reactive maintenance is correctly diagnosed, rectified and documented. Independently signing off all modifications and maintenance activities carried out by engineering personnel. Completion of aircraft serviceability certification, strict health and safety compliance and thorough tool control procedures. Mentoring engineers whilst maintaining team spirit and naval ethos.• Fault finding aircraft electrical issues utilising wiring and circuit diagrams.• Monitor, control & schedule modifications and maintenance activities using a computerised management system.• Led the team and oversaw all modifications and maintenance activities.• Certifying correct completion of maintenance activities to a set quality standard.• Ensuring strict health and safety compliance and thorough tool control procedures.

702 Naval Air Squadron - Rnas Yeovilton, Somerset

Supporting the Team Leader in distinguishing between usual and unusual equipment performance, supervising the Electrical and Avionics section on a fast-paced engineer and pilot training squadron. Tasked with controlling the Electrical desk, managing planned and reactive maintenance activities and system fault diagnosis on 702 Naval Air Squadron. In a fast-paced environment, duties consisted of computerised aircraft maintenance monitoring, planning and rectification to maintain maximum aircraft serviceability to support flying activities—mentoring and development of engineers and team spirit. • Carrying out system faultfinding activities, fault rectification & component replacement.• Diagnosing and rectifying maintenance problems, both planned and reactive.• Compliance with engineering stores' procedures and documentation.• Working effectively as part of a team to meet operational requirements.• Supervision and mentoring of engineers.

School Of Air Engineering - Kingston University London

Performing in the top five per cent of engineers while completing a 30-month Level 4 & 5 Engineering Degree at the School of Air Engineering. Technical training included advanced skills such as Mathematics and Electrical Engineering Science, Aircraft Technology, Electrical System Knowledge and Practical Maintenance Supervision. Completing a Certificate of Competency to Supervise Aircraft Maintenance Work and awarded a Foundation Degree in Aeronautical Engineering (Avionics), graduating with a Distinction from Kingston University London.

Hms Sultan, Portsmouth

Completing basic recruit and aircraft technical training that included basic engineering skills, aircraft systems, fault finding, aviation mathematics & sciences, military aviation engineering policies and mandatory regulations for compliance with military and civilian airworthiness. The modern foundation apprenticeship was completed by gaining experience in 702 & 815 Naval Air Squadrons, carrying out routine and non-routine maintenance activities, essential fault diagnosis, aircraft component replacement, and store documentation procedures.

Bachelor Of Arts - Ba, Professional Business Management

Activities and Societies: BA (Hons) Professional Management degree CMI Level 5 Diploma In Management and Leadership Chartered Manager.

Bachelor Of Engineering (Beng), Electrical And Electronics Engineering

Foundation Degree, Aeronautical Engineering (Avionics), Distinction

Kingston University has been rated among the top 15 per cent of institutions in the globe in the prestigious QS World University Rankings..