European Field Service Award nomination for Qcom Operations Manager

Annabel Roddy

Qcom’s Senior Operations Manager Rob Heritage has been shortlisted for the prestigious Field Service Leader of the Year award. 

Rob’s nomination in the European Field Service Awards recognises his role in leading an exceptional technology rollout and installation project for Qcom client Bybox. 

By orchestrating the installation of 4,700 intelligent lockers in little more than six months, Rob helped Bybox meet demanding contract commitments to a major new customer.  

The challenge of installing this many units in such a tight timeframe was compounded by the high number of sites, a total of 1,200, spread across every region. 

Critically, this already-complex process was further complicated when the UK’s Covid-19 lockdown was imposed part-way through the project. 

Rob and his team successfully provided a single-source turnkey solution for the entire rollout. Units were collected from the factory then stored, picked, and packed ready for timed delivery to our regionally based engineers. The equipment was then physically installed and configured via a cloud-based app. 

Rob liaised between individual site managers and field engineers throughout the project, identifying on-the-ground solutions to local timing or on-site issues. His proactive and service-oriented approach proved vital as the Covid-19 pandemic introduced not only new working restrictions but also fresh challenges such as social-distancing queues forming across spaces already earmarked for installations. 

Commenting on the success of the project, Bybox Head of Global Implementation Ria Mercer-Bowell said: “Qcom has proven to be a very adaptable, dependable and customer-focused supplier whilst working on this large, business-critical implementation. Change is inevitable during large projects with tight deadlines, and when we have needed a quick adjustment to that change, Qcom has handled it under some really challenging circumstances. Where we have seen problems arise, Qcom has always been quick to produce solutions and has certainly gone the extra mile throughout the project.” 

The European Field Service Awards will be announced at an event in Birmingham on 27th October, coinciding with the nearby Field Service Expo 27-28th October.  

Welcoming the nomination, Rob said: “I am delighted that the hard work of everyone involved in this project has been recognised in these prestigious awards.  

“I am proud to lead such a diligent and hard-working team and look forward very much to the award event.” 

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