With a team of over 25 service engineers spanning the UK, helping our customers with everything from machine training and repairs to servicing and trouble-shooting, four Metric Group colleagues were made field service team leaders in 2024.
As well as providing strategic support to our customers and supporting our field team on the ground, they are well-regarded across the company as the ‘go-to’ people for the latest industry happenings.
In this blog, we speak to field service team leaders Darren Adams, Frank Laurence, Richard Field and Matt Henman to find out what life’s like on the road with the Metric Group.
Darren Adams
Responsible for the area covering the Midlands and North Wales, Darren’s enthusiasm for his role is truly inspiring. Reflecting on his position as a field service team leader, he says: “I have thoroughly enjoyed taking on increased responsibilities and the opportunity to mentor and support my team of engineers. It’s incredibly rewarding to help them grow and develop their skills.”
Leading a team of seven, Darren from Derbyshire is dedicated to improving efficiency in service delivery. “My primary goal is to help my team support our customers effectively, which in turn aids the sales team in driving the business forward. Direct communication with customers ensures we can address their needs promptly.
“We work with organisations including the National Trust as well as smaller independent businesses that often operate as one-person teams managing multiple machines. We also collaborate with councils, hospitals sites and other public facilities, meaning no two days are the same!”
Recently, Darren helped oversee a new project. “This particular job stands out as a real success. We received highly positive feedback, not only from the customer but also from the motorists using the machines directly. It’s always gratifying to know that our efforts are making a tangible difference.”
With a background in tourism and leisure, Darren joined Metric in 2017 as a service engineer for the East Midlands before progressing into his current leadership role. Today, he successfully balances machine repairs with managing both his team and customer relationships.
He concludes: “It’s all about maintaining good customer relationships and ensuring your team is happy.”
Frank Laurence
With a remit spanning Scotland and the North of England, Frank is focused on ensuring timely project completions and strong customer satisfaction, as he explains: “I serve as the bridge between senior management and our engineers.”
Frank says implementing the new team leader positions has improved problem resolution significantly. “Thanks to the new structure, issues are solved more quickly and efficiently. Now, if there is an issue, it comes straight to me, so a solution can be found and resolved in a timely manner.”
Managing seven engineers, Frank prioritises his team’s wellbeing for improved productivity. “My team members know they come to me for support and it is my responsibility to ensure they have the tools and skills they need to get the job done. By being a conduit between the engineers and management, I have the power to diffuse or escalate situations when needs arise.”
Frank, who originally worked for Metric Group from 2010 to 2019, rejoined the company in 2023. Excited about his future in the organisation, he believes recent operational changes have really strengthened its stronghold in the parking sector.
“Metric has a long legacy and second to none industry expertise, along with loyal and knowledgeable staff. This means we have the potential to excel. The future is looking good.”
Hailing from Dundee, Frank appreciates the family-like culture at Metric: “We’re all in it together, aiming to make the company bigger and better. Everyone has that ‘get up and go’ attitude, and it’s a great place to work.”
Richard Field
When Richard heard about the introduction of the new team leader roles, he knew this was the right move for him, saying he was “eager to step up.”
Covering the areas of South West Wales and South West England, Richard emphasises the importance of building strong customer relationships. He explains: “It’s not just about fixing machines; it’s about ensuring our customers are happy. If they’re happy, we are.”
Richard from Pembrokeshire fosters an environment of trust and empathy when supporting his team of six engineers. “I try to apply empathy wherever I can. My main objectives are to ensure my engineers conduct their work correctly, efficiently, safely, and within budget and that they are confident in doing that.”
Joining Metric Group in May 2021, Richard is passionate about his role and the company. Looking back on Metric Group’s incredible 146 years of history, as an innovator in the transport, technology and parking sectors, he concludes: “The company has always adapted to industry changes, and I believe it has the potential to grow even more. Everyone is friendly and approachable, making it a diverse and dynamic workplace. I honestly enjoy going to work every day.”
Matt Henman
With over 18 years under his belt with Metric, Matt was formerly a field service engineer, but explains how he’s always lent a hand where needed.
Matt, who covers London and South East England, explains: “Over the years, I’ve taken on a number of roles including product support, while also focusing on field service, but my main focus has remained on providing exceptional customer service.
“I currently manage a team of six engineers and it is my responsibility to look after their daily needs and make sure they have the tools to ensure everything operates as smoothly as possible.”
Since joining the company in 2006, Matt, who lives in Surrey, is positive about Metric’s current growth trajectory and the industry-leading product range on offer.
He adds: “Metric has been here a long time, and the company really is going from strength to strength, especially with all the new products we are launching. We are up there with the market leaders and the feedback from our customers on the user-friendliness of our technology is fantastic. Our service is exceptional and it is something that we’re really proud of.
“Metric is a big family. I’m very happy and my 18 years at the company attests to this.” With a network of fully trained engineers strategically placed around the UK, Metric Group provides truly nationwide cover for its range of public and private sector customers.
To find out more about our service and maintenance offering, visit: https://www.metricgroup.co.uk/service-maintenance/
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