In today’s rapidly evolving industrial landscape, the role of maintenance engineering is more crucial than ever. As companies strive to enhance efficiency and adopt innovative technologies, understanding the future of this field is essential for professionals looking to stay ahead. We recently sat down with Field Service Supervisor and former Principal Engineer Dean Freed, a seasoned expert at DMA, who shares his vision for the future of maintenance engineering. From the impact of digital advancements to strategies for career growth, Dean’s perspective provides valuable knowledge for both current and aspiring engineers.
Q: Could you introduce yourself and tell us how long you’ve been with DMA, as well as the roles you’ve held?
I’m extremely proud to say that I am now the newly appointed Kent Field Service Supervisor and a proud member of the DMA Ambassadors Club. Next year, I will celebrate my Crystal Anniversary with the organisation.
Over my 14-year tenure at DMA, I have held four positions – Resident Fabric Engineer, Resident Fabric Supervisor, Fabric Principal Engineer, and my current role as Kent Field Service Supervisor.
Q: Can you tell us a bit about your background and how you became a maintenance engineer?
I probably didn’t take school as seriously as I should have. I was always joking around and generally being a real pain. My first job was a double paper route from the age of 12 to 14, earning a modest £8 a week—not bad for a 5 o’clock start in all weather, seven days a week, with a heavy bag full of papers and TV magazines.
Though I may have been the class clown in school, I was far from it when it came to hard work. I discovered my calling: I could balance hard work with a smile, always creating a fun and productive environment.
At 15, I joined a joinery company, crafting high-spec speaker cabinets for premium customers. I would take days off to go and do my GCSE exams. My potential and diligent work ethic were recognized at 17 when I was given the opportunity to become a workshop supervisor. I then moved on to a plastic fabrication company as a floor supervisor in the machining area.
This experience led me to DMA, where I initially started on a PFI/Housing 21 contract, carrying out gardening tasks and general handyman duties. A significant change occurred when the building we were contracted to maintain came out of its defect period. This was when I evolved my role into what it has become today—handling various tasks beyond regulated duties, showcasing our comprehensive skill set.
Q: What attracted you to this profession, and what do you enjoy most about it?
I’ve always been a problem solver, even from a young age, usually out of necessity to get myself out of trouble! I’ve loved getting my hands dirty, especially during the good old days of working on cars, taking engines apart with grease-covered hands. My mother would go absolutely nuts about the state of my clothes and the oil stains all over the driveway and steps into the house.
I feel incredibly fortunate for my time at DMA, largely due to the contract I worked on prior to my promotion and the fantastic staff and residents, who truly become like family. I treat many of them as I would my own grandparents, making it a priority to get things done for them.
Q: Can you walk us through a typical day in the role as a maintenance engineer?
At home, my mornings usually began with preparing breakfast for my wife and kids. Currently, our menu includes poached eggs on bagels with a cheese slice and a dab of tomato ketchup. After breakfast, I would review my BiO® dashboard and sift through our custom-built Teamspool to plan my tasks, prioritising them by SLA dates and importance.
When I worked as a maintenance engineer, my typical day started at 8am on site. I would inform all site staff of my presence, quickly catch up on any issues or urgent matters needing attention. My tasks ranged from unblocking toilets to repairing guttering atop scaffolding.
A common task involved conducting plant room checks to ensure all vital building equipment was in good working condition, maintaining essential services. If I found any faults, I would diagnose the issue and create an action plan to resolve it, either by myself, through a service partner, or with our team of mobile engineers who cover all trades.
Q: What specific skills or training have been most beneficial to you in your career?
I believe my versatility and confidence in achieving high standards have served me well. I like to think that I demonstrate a sense of leadership, having been the club captain for every football team I’ve played for, and later advancing to the role of player-manager in my football career.
During my time at DMA, I’ve received fantastic and valuable training, particularly in management, which has significantly aided my career progression, which has definitely been instrumental in helping me secure my current management position.
Q: What are some of the biggest challenges you face in your role?
One of the greatest challenges I have faced is meeting SLAs when we receive a voided property. We have a four-day turnaround time, which can involve tasks such as replacing all carpets, fire doors, worktops, and sometimes completing a full kitchen or bathroom fit-out. This is where my abilities and the skillset of the Fabric team shine, as we can adeptly handle any task.
Q: There can be instances where engineers don’t turn up for jobs. How do you handle such situations, and what steps do you take to ensure reliability and accountability within your team?
We have a robust system in place for tracking attendance and performance. If someone misses a job, we have protocols to cover the work with minimal disruption. We also emphasise the importance of accountability through regular team meetings and performance reviews.
Because of the visibility that our self-made BiO platform provides, tracking attendance and performance is easier than ever. BiO highlights tasks that exceed their allocated times and generates random spot checks on engineers’ work records and time management. Initially, there were concerns about a “Big Brother” atmosphere, but through a lot of diligence and effort, I believe and hope it is now clear that the intent was not to spy but to ensure everyone operates at a consistent level and to drive the business forward.
Q: Can you describe a time when teamwork was essential to solving a maintenance issue?
During my time with the DMA, we’ve faced numerous challenging issues and events. One notable incident involved a severe fire in one of the properties we maintain. As we often say, we are the fourth emergency service. Within a few hours, our team of engineers and I, in coordination with the fire service, managed to restore the building to a safe condition. We ensured all protective services were back online, and residents were either returned to their properties or provided with temporary accommodation. This effort was later highlighted by a heartfelt thank you message from the customer, appreciating all the hard work by our team.
Q: What improvements have you seen in the maintenance field over the past few years?
Over the past few years, we’ve seen leaps in improvements in the maintenance industry. The massive shift towards technology and process automation has been game-changing! The development of our own BiO platform has opened new income streams and vastly improved efficiency in back-office tasks and engineers’ on-site work. And the skills shortage is being taken seriously now. I’m proud of DMA’s commitment to upskilling engineers through training and investing in apprenticeships as it’s addressing and doing something about the potential shortfall of a strong and skilled future workforce.
Q: How do you find using BiO® compared to other systems?
I have used numerous systems before BiO®, but none can compare to it due to its purpose-built design. Our experience within DMA has demonstrated time and again the superiority of BiO®. Each team member contributed their insights on how they wanted it to function, leading to innovative features that other systems simply lack.
Q: What advice would you give to someone considering a career in maintenance engineering?
I highly recommend considering a career in Maintenance. While it might not seem like the most attractive career path and requires a unique kind of individual, it’s incredibly rewarding. Just take a look at how wonderfully quirky we all are!
When I first started my career, a wise man told me, “Time flies, but don’t worry, you’re the pilot.” During my time at DMA, I began as a baggage handler. Now, I’m nearing the point where I can confidently say I’m the lead cabin crew, well on my way to becoming that pilot.
Q: How do you see the role of maintenance engineers evolving in the future?
I think the role will continue to evolve with advancements in technology. Maintenance engineers will need to adapt to new tools and methods, and definitely become more tech-savvy. But future generations are in an excellent position to adapt as they’ve grown up in an era of rapid technological advancement, making them inherently more comfortable with a wide range of digital tools and platforms. I also thing the focus will shift more towards predictive and preventive maintenance, requiring continuous learning and upskilling.
Q: What are your career goals for the future?
My aspirations and career goals have always been to be a great leader and the best at what I do. I am hoping to work my way up within the management structure and gain the skills to push the company and myself to the forefront of our industry.