Site Manager - Reach South Academy Trust - Mount Tamar
(2026-06)
Peripatetic Manager - Bridge Schools Trust - Gunnislake, Looe and Duloe
(2022-02 - 2026-05)
- Caretaker duties, general planned and reactive maintenance
- Fire alarm test, legionela checks etc
Maintenance Support - Forest Holidays Deerpark - Liskeard
(2021-10 - 2022-01)
Director - BWM Heating & Plumbing Ltd
(2019-05 - 2021-10)
Commercial & industrial manager - Bosch-Thermotechnology UK
(2017-08 - 2019-05)
Responsible to all pre & post commercial & industrial field and head office product technical support & warranty extension sales teams, ensuring all associated have the competence and equipment to deliver an enhanced service to all customer segments, ensuring sales and turnover targets are achieved in line with business plans.
- Deliver to key business targets
- Ensure all legal compliance requirements are understood by key personnel and accurately measured
- Offer field-based commissioning service
- Identify new business opportunities to maximise business potential
- Support all areas of the business from manufacturing plants to R&D departments, sales, QMM etc.
- Investigate product quality issues and report to key personnel as necessary
- Implement Lean management improvements to maximise resources and reinvest where necessary
- Maintain focus on department budgets
- Ensure a culture of continual improvement and personal accountability becomes the minimum expectation of all associates
Head of Customer Service & After Sales support - Bosch-Thermotechnology USA & Canada Division
(2014-01 - 2017-08)
Responsible delivering a first-class customer interaction experience from initial sales order to pre & post sales technical support for all HVAC product lines both domestic and commercial through dedicated inhouse and field-based operatives. Collation of field quality information to manufacturing plants and key company stakeholders. Support of sales teams to win new business and maintain ongoing relationships.
- Maintain seamless customer interactions for all product lines in two locations in line with key target levels
- Ensure continual improvement from both process activities to technical competence
- Manage complex technical issues to ensure swift and reliable solutions are implemented and communicated
- Find new sales opportunities in the support of product sales e.g., warranty extension packages, consultant support services, service and repair packages tailored to the market sectors
- Creation of technical bulletins to reduce installer errors and aid best practice and legislation compliance
- Manage technical support for multi-million-dollar projects
- Maintain and enhance where possible relationship with installers, service & repair technicians, and key industry stakeholders
- Support development of new and existing products to market
- Ensure we are the authoritative voice for all aspects of our product portfolio technical requirements and legislation compliance
- Support sales team as required from customer visits to site support through a team of product technical experts
Engineering Services Manager - Bosch-Thermotechnology UK
(2009-01 - 2014-12)
Responsible for strategic development and day to day management of an award winning technical support, domestic and industrial heating design & commercial application teams, domestic product technical liaison officers supporting quality measures for over 300 field operatives, Industrial & commercial technical on-site and back-office sales team support.
- Head of Engineering Services department to support customer facing flow of technical information as part of the sales division within the UK for all brands and all products within the portfolio
- Provide back office and on-site support to installers, architects, specifiers etc.
- Provide technical sales support to prospective purchasers of the domestic product range
- Maintain and develop relationship with installers, contractors, and specifiers
- Create a technical resource that is the Benchmark for the industry
- Create a directory of supporting partners with complimentary skills to enable complete installation of the various technologies
- Participation in departmental quality initiatives e.g., Total Quality initiative (TQI)
- Project team membership within Time to Market process (TTM)
- Responsible to the UK Guarantee & Warranty matrix
- Review existing & produce new product terms & conditions (T&C's)
- Ensure regular policy deployment meetings take place in all areas of engineering services
- Set departmental targets and measures to improve performance in line with customer expectations both internal and external KPi measures
- Represent the business at industry technical committees
Customer Technical Support Manager - Bosch-Thermotechnology UK
(2006-01 - 2008-12)
Day to day management, of technical support team and technical liaison officers, after Sales training officer and apprentice development programme.
- Directly manage and supervise the day-to-day operation of the technical helplines for all brands
- Ensuring performance in line or surpassing key departmental KPi's
- Maintain capacity with demand across all product ranges
- Responsible for After Sales apprentice recruitment and development
- Ensure after sales department is represented and delivering on time TTM projects
- Field technical liaison support for all product ranges through to van spare profiles for field engineers to quality of products and controls
- Manage after sales department training requirements across all departments and levels
- Understanding customer requirements and changes to industry and legislation
- Ensuring vision to goal is achieved to maintain market leading technical support
Divisional Service Manager (South UK) - Bosch-Thermotechnology UK
(2003-01 - 2006-12)
To oversee and manage the field service operation via the Regional Service Managers form a national perspective. Report directly to the Director of Service Operations.
- To directly manage and motivate a team of Regional Service Managers
- Communicate with all levels of the management team within the company
- To monitor and achieve performance indicators and measures for field service operations
- Identify and support training needs of the field management team
- Assume overall responsibility through the field managers for the performance measuring and monitoring of each service engineer
- Ensure department in growth in line with financial targets
- Liaise with key departments within the company to ensure integration of new products and markets to encourage profitable business growth in line with business plans
- Develop service level agreements and manage partner service companies
- Process and resolve escalated customer complaints and enquiries
- Identify and implement continuous development of all staff to improve the quality of overall customer satisfaction
- Review of current working practices within department
- Ensure resource levels are in line with future growth plans
Quality Assurance Manager – Installation section - Bosch-Thermotechnology UK
(2001-01 - 2003-12)
Quality Assurance Manager also took on new responsibilities, which included:
- Managing a team of installers both British Gas & sub-contractors
- Assisting the Installation Manager on a day-to-day basis
- Deputising for the Installation Manager
- Managing a team of approx. 104 installers / engineers
- Delivering team presentations with regards to team performance and customer satisfaction
- Dealing with day-to-day issues form staff issues to customer complaint resolution
- Recruitment of future apprentices and installers / engineers
- Managing and ensuring quality processes and quality of workmanship
Quality Engineer (Central Heating Installation Dept.) - British Gas
(1997-01 - 2001-12)
Promotion to Quality Engineer, responsibilities included:
- Managing 19 engineers installing domestic heating systems new and upgrades
- Budget more than 1 million pounds
- Maintaining and building excellent customer satisfaction
- Providing technical backup for internal and external engineers
- Assisting my sales team to develop their technical knowledge
Domestic Service Engineer/ Lead Technician - British Gas
Dealing with breakdown & repair, installation, commission, maintenance of all type of domestic and some industrial gas appliances both natural gas & Lpg.
Service Engineer Apprentice - British Gas
