Mike Heavens
Swindon
Summary
Field Service Technician experienced in full-service maintenance and on-site support for photocopying, printing, and scanning solutions. Delivered exceptional customer support and technical assistance through expertise in network troubleshooting, hardware installation, and electrical systems. Focused on enhancing network configuration and emergency response capabilities while ensuring optimal equipment performance and customer satisfaction.
Overview
28
28
years of professional experience
Work History
Field service technician
Utax UK
Swindon, Wiltshire
03.2013 - 07.2026
- Managed van stock inventory, ensuring timely availability of parts for efficient service delivery.
- Executed scheduled maintenance cycles, contributing to consistent optimal equipment performance.
- Resolved customer concerns promptly, enhancing company reputation for excellent service provision.
- Reduced downtime with prompt and efficient repairs of malfunctioning machinery.
- Implemented preventative maintenance procedures for long-term machine sustainability.
- Executed equipment relocation based on specific customer requirements, ensuring proper setup.
- Diagnosed complex technical issues, resulting in improved machine functionality.
- Tailored technical solutions to improve overall system efficiency.
- Established preventative maintenance programme, significantly reducing system breakdowns.
- Delivered tailored on-site services, applying ICT and maintenance schedules to minimise customer impact.
- Maintained detailed records of all repair works for future reference and analysis.
- Ensured adherence to regulatory standards during all repair and installation processes.
- Conducted safety inspections for risk mitigation on field equipment.
- Communicated effectively with clients, fostering strong business relationships.
- Ensured customer satisfaction through professional and timely service delivery.
- Trained junior technicians to enhance team competency levels.
- Collaborated on large-scale installations, contributing to successful project completion.
- Coordinated effectively with team members ensuring seamless workflow in the field.
- Achieved optimal equipment performance by performing regular maintenance tasks.
- Kept up-to-date with latest industry developments through continuous learning and professional development.
- Assisted colleagues on complex tasks, promoting teamwork and skill sharing.
- Installed new hardware components to upgrade existing systems.
- All IT for installation or fault finding Scan to email, scan to folder fleet services, driver support etc.
- Kyocera fleet services set up for fault finding firmware updates and fault funding
- PDI building multifunctional devices to the specification of the customer and all IT for installation
- Full training for dealers and their technicians.
- Maintained up-to-date job knowledge by participating in in-house online educational opportunities and reading professional publications.
- Provided equipment training, receiving 100% positive customer feedback.
Field technician
Danwood
Swindon, Wiltshire
01.2008 - 03.2013
- Onsite and field support for Swindon council
- Delivered prompt and efficient service, resulting in high customer satisfaction ratings.
- Carried out field repairs for increased equipment longevity.
- Performed diagnostic tests for accurate fault detection.
- Identified technical issues to prevent potential malfunctions.
- Repaired damaged equipment, ensuring minimum downtime.
- Improved system performance by conducting regular maintenance checks.
- Optimised equipment performance using specialised software tools.
- Installed new hardware, improving system efficiency.
- Set up machines and provided support for optimal functionality.
- Relocated equipment according to customer specifications.
- Executed maintenance cycles as scheduled.
- Streamlined workflow by organising tools and equipment effectively.
- Managed van stock inventory to ensure ready availability of tools and supplies for timely support.
- Mitigated risks by following established safety protocols.
- Demonstrated proficiency in using a variety of hand and power tools for effective task completion.
- Conducted site surveys to inform and optimise project planning.
- Trained new staff members to promote skill development.
- Collaborated with engineers on complex projects, enhancing teamwork.
- Facilitated client meetings with comprehensive technical support.
- Built strong customer relationships with professional communication skills.
- Maintained up-to-date knowledge of industry trends for competitive edge.
- Enhanced team productivity with effective problem-solving.
- Ensured safety standards are met through regular inspections.
on site, field technician and senior technician
Ingento UK
02.1998 - 07.2003
- 12-hour on-site support to Ricoh, Sharp, HP, Lexmark other manufacturers' colour and Black and white equipment
- Diagnosed and repaired technical faults in field equipment swiftly, maximising operational efficiency.
- Installed, configured, and maintained field equipment, adhering strictly to safety protocols and manufacturer guidelines.
- Conducted routine inspections and preventative maintenance on critical systems to minimise downtime.
- Performed software updates and system upgrades on field equipment, improving performance and functionality.
- Participated in emergency call-out rota, providing rapid response to critical incidents outside normal working hours.
- Supported the integration of new technology into existing systems, enhancing operational capabilities and efficiency.
- Collaborated with project teams on equipment installation projects, meeting tight deadlines and specifications.
- Monitored and documented changes to products, ensuring accurate information for customers. to give customers current, accurate information.
- Monitored and reported on reoccurring customer requests to support product line development planning.
- Engaged with suppliers to resolve issues with equipment parts, securing timely replacements or refunds.
- Provided exceptional customer service, handling enquiries and complaints with professionalism and empathy.
- Facilitated communication between field and office teams, ensuring seamless information flow and coordination.
- Cultivated professional client relationships by asking appropriate questions, identifying needs and providing insightful information regarding products.
- Recommended products and services fit for clients' needs.
- Met frequently with on-site representatives to discuss product needs, support sales goals and facilitate growth.
- Provisioned services to suit customers' schedules and preferences.
- Supported clients to make informed decisions based on cost and resource limitations.
- Managed inventory of spare parts and tools, ensuring availability for scheduled maintenance and emergency repairs.
- Updated and maintained accurate service records, following company policy and regulatory requirements.
- Contributed to team meetings and training sessions, sharing knowledge and experiences to foster a learning environment.
- Conducted risk assessments prior to commencing fieldwork, mitigating potential hazards to personnel and equipment.
Education
NVQ Level 2 - Business and finance
Bournemouth and Poole College
Poole04-1997
Skills
- Hardware installation expertise
- Network configuration
- Network troubleshooting
- Circuit repair techniques
- Fault Diagnosis
- Field repair proficiency
- Technical support
- Project planning
- Field operations
- Risk assessment
- Testing circuitry
- Issue resolution
- Technical training
- Customer service
- Teaching and mentoring
Custom
5 years and 2 months,13 years and 4 months
Timeline
Field service technician
Utax UK
03.2013 - 07.2026
Field technician
Danwood
01.2008 - 03.2013
on site, field technician and senior technician
Ingento UK
02.1998 - 07.2003
NVQ Level 2 - Business and finance
Bournemouth and Poole College