Stuart Patrick
Swindon,Wiltshire
Summary
I am a senior service leader with extensive experience leading field engineering and technical support functions within fast-paced, customer-driven environments. I have a proven track record of building and developing high-performing teams, bringing structure to complex operations, and delivering consistent service excellence across both internal and external service functions.
I take full ownership of customer outcomes, ensuring equipment reliability, uptime, and long-term satisfaction while supporting commercial objectives and working closely with sales to drive growth. I am comfortable operating at both strategic and operational levels, from shaping service direction and process improvement to directly supporting customers, technicians, and stakeholders when required.
In my current role at MULTIVAC, I lead the UK field service operation as part of the senior management team, with responsibility for field engineers, technical support, and training functions. I work cross-functionally to align service delivery with business goals, improve processes, and strengthen customer relationships, while maintaining a strong focus on performance, accountability, and continuous improvement.
I am a practical, analytical leader who takes a hands-on approach to problem-solving, ensuring issues are owned and resolved. I combine strong technical knowledge with commercial awareness, enabling me to support both service delivery and sales efforts effectively. I am also committed to developing people, driving capability through coaching, structured training, and clear leadership.
Overview
33
33
years of professional experience
Work history
Director of Field Service
Multivac UK
Swindon, Wiltshire
2024.03 - Current
- Lead the UK field service operation with full responsibility for regional service managers, technical support, and training functions, ensuring alignment across all service activities.
- Own customer relationships at a senior level, proactively managing satisfaction, resolving escalations, and protecting long-term business partnerships.
- Drive service performance through delivery of key KPIs including utilisation, quality, and cost control, ensuring consistent operational excellence.
- Set and manage departmental OPEX budgets, maintaining financial discipline while supporting business growth and service improvement initiatives.
- Develop and maintain strong relationships with external suppliers, ensuring service standards and product support remain aligned with MULTIVAC expectations.
- Play a key role in onboarding new partners, representing the technical function to ensure robust service readiness and successful product launches.
- Take ownership of technical escalations, intervening where necessary to ensure timely resolution and minimal customer impact.
- Lead the development and delivery of technical training programmes for both internal teams and customers, ensuring capability keeps pace with evolving technology.
- Support aftersales operations including service contracts and spare parts management, contributing to commercial performance and customer retention.
- Conduct regular customer follow-ups to assess satisfaction, identify risks, and drive continuous improvement in service delivery.
- Set annual service targets and objectives, monitoring performance and implementing corrective actions to ensure delivery.
- Operate as part of the senior management team, contributing to cross-functional initiatives and driving operational and strategic improvements.
National Field Service Manager
MULTIVAC UK
Swindon, Wiltshire
2012.06 - 2024.03
- Full management of 59 team members across the UK
- Building and nurturing customer relationships to ensure we maintain our place in the market.
- Generating and implementing PPM schedules and attending customer care meetings to drive future service initiatives.
- Develop service systems and digitisation in line with the business plan.
- Recruit, mentor and conduct performance reviews across the team.
- Support all team members and motivate by leading from the front.
- Represent field operations within the health and safety committee.
- Ensure annual targets are met for field service including setting of objectives for following years.
- Handle customer complaints.
- Travel as required both within the UK and further a field.
Regional service team leader
MULTIVAC UK
Swindon, Wiltshire
2010.07 - 2012.06
- Deliver customer installations, maintenance contracts and attend breakdowns as required.
- Manage resource at a regional level.
- Produce technical quality reports for head office.
- Be part of the technical escalation with the region.
- Plan installations and be the interface between MULTIVAC and the customer.
- Set development plans and carry out technical performance reviews.
- Provide technical support by telephone outside core hours.
- Carry out FAT/ SAT tests.
- Support the Field Service Manager as required
Field Service Technician
MULTIVAC UK
Swindon, Wiltshire
2000.09 - 2010.07
- Resolved customer concerns promptly, enhancing company reputation for excellent service provision.
- Communicated effectively with clients, fostering strong business relationships.
- Optimised system performance with the adaptation of advanced troubleshooting techniques.
- Ensured customer satisfaction through professional and timely service delivery.
- Assisted colleagues on complex tasks when required, promoting teamwork and skill sharing.
- Conducted safety inspections for risk mitigation on field equipment.
- Achieved optimal equipment performance by performing regular maintenance tasks.
- Responded swiftly to emergency calls, minimising disruption to client operations.
- Collaborated on large-scale installations, contributing to successful project completion.
- Managed inventory of spare parts efficiently, avoiding delays in repair work.
- Implemented preventative maintenance procedures for long-term machine sustainability.
Maintenance technician
FORBO CP
Cramlington, Northumberland
1999.01 - 2000.09
- Ensured safety by adhering to all health and safety regulations.
- Improved operational efficiency with regular maintenance tasks.
- Executed preventative maintenance for increased equipment lifespan.
- Serviced systems regularly to prevent unexpected breakdowns.
- Carried out repairs to ensure machine longevity.
- Troubleshot electrical issues effectively minimising downtime.
- Conducted equipment overhauls to improve performance levels.
Maintenance Craftsman
NHS
Newcastle upon Tyne, Tyne and Wear
1993.09 - 1999.01
- 4 Year Multiskilled apprenticeship.
- Attend day release to study.
- Achieved various specialist qualifications unique to the health service.
- Carried out general maintenance duties and plant shut downs across the trust.
- Qualified as an authorised test person ( HTM 2010 ) for sterilisers.
Education
National Certificate - Health and safety
NEBOSH
BTEC HND - Engineering
Newcastle College
Newcastle upon TyneHTM 2010 Test Person sterilisers - Engineering
Eastwood house
Skills
- Service delivery optimisation
- Proactive leadership
- Service level agreement knowledge
- Engineering principles
- Field operations supervision
- Understanding of HSE regulations
- Adaptability to technology changes
- Equipment maintenance proficiency
- Root cause analysis techniques
- Service quality improvement
- Stakeholder relations
- Staff training and development
- Staff performance management
- Change implementation
- Performance monitoring
- Customer Service
- Strategic planning
- Microsoft Office Suite
- Data analysis
- Customer service excellence
Affiliations
- Hiking
- Golf
- Snowboarding
Languages
Spanish
Beginner
Timeline
Director of Field Service
Multivac UK
2024.03 - Current
National Field Service Manager
MULTIVAC UK
2012.06 - 2024.03
Regional service team leader
MULTIVAC UK
2010.07 - 2012.06
Field Service Technician
MULTIVAC UK
2000.09 - 2010.07
Maintenance technician
FORBO CP
1999.01 - 2000.09
Maintenance Craftsman
NHS
1993.09 - 1999.01
National Certificate - Health and safety
NEBOSH
BTEC HND - Engineering
Newcastle College
HTM 2010 Test Person sterilisers - Engineering
Eastwood house