Steve Randall

Head of Service BDR Thermea Group

Steven Randall, Head of Service CoE at BDR Thermea has 26 years’ experience in field service management. He spent 23 years working for Baxi Heating UK, before moving to a group role to head up their Centre of Excellence for service. In his UK role at Baxi, Steve gained significant operational experience, leading contact centre teams and managing the scheduling function before becoming a field operations manager with a strong focus on health & safety. Subsequently he took more interest in data, processes, and systems integration, during this time he transformed the diagnostic coding structure used by field engineers. Steve’s responsibilities at BDR Thermea include delivering best practice through standardisation of process and systems to facilitate high levels of operational excellence and customer satisfaction. He is currently leading a pan European project to transform aftersales business systems and associated processes. Steve holds a degree in Chemistry and qualifications in change management.