5 Minutes with John Horwood: Key Account Manager & Head of Customer Services at FAFS Fire and Security
At FAFS Fire and Security we pride ourselves on having a dedicated and experienced team at the forefront of our success. Today, we spend five minutes with John Horwood, our Key Account Manager and Head of Customer Services, to gain insight into his role, his career journey and what makes FAFS a leader in fire and security services across the UK.
Name and Job Title:
John Horwood – Key Account Manager & Head of Customer Services
What are your main responsibilities at FAFS?
I joined FAFS in 1990 to establish and grow the service and maintenance department for the company, which had been formed two years prior. I served as Service Director and part-owner from 1990 to 2017. Since then, my role has shifted to managing key accounts and overseeing customer services. It’s been a long and rewarding journey, ensuring we provide excellent fire protection and security solutions to our clients.
What is your primary objective within this role?
My main focus is managing our major key accounts while delivering exceptional customer service. Ensuring that our clients are always satisfied and their fire protection and security needs are met is at the core of what I do.
What did you do before joining FAFS?
Before FAFS, I worked at FaceMacanda for 4 years, initially as a trainee fire alarm maintenance engineer, progressing to service and commission engineer, Service Supervisor and Service Manager. FaceMacanda, a company specialising in fire alarms and synchronised clock equipment systems. This background gave me the foundation I needed to thrive in the fire and security industry.
From leaving school, and before I started my career at FaceMacanda, I joined Molins Ltd as an apprentice, working my way up from mechanical and electrical engineering to electrical/mechanical design draughtsman.
How has your experience prepared you for your role?
With nearly five decades of experience in mechanical and electrical engineering, I’ve built a strong foundation for my career. My time at FaceMacanda, and later at FAFS, helped me hone my expertise in fire alarm systems. I’ve had the opportunity to build and grow a service and maintenance division from scratch, managing a substantial customer portfolio of around £1.5M by the time FAFS was acquired in 2017.
What do you enjoy most about working at FAFS?
The camaraderie between the engineers, management and our customers is truly special. Many of our engineers have been with us for over 20 years, and some of our customers have stayed with us for over 30 years. The long-standing relationships we’ve built make FAFS a unique place to work.
What has been the highlight of your career at FAFS?
I’ve been fortunate to play a key role in the success of FAFS, particularly in developing the maintenance division into a reputable and well-respected company within the fire protection industry. It’s been incredibly rewarding to see the business grow and succeed over the years.
Are you currently involved in any special projects?
At the moment, I’m focused on continuing to promote FAFS and its unique attributes. I’m also dedicated to mentoring and supporting our staff to ensure that we maintain our high standards in the industry.
What makes you proud of your team and the company?
Our team is exceptional. The engineering excellence, customer service and the continuous progress we make as a business are what I’m most proud of. We strive for success every day, and it shows in the relationships we’ve built and the services we provide.
Fun Facts about John:
Do you have any pets?
I have a 28-year-old tortoise!
What’s your favourite place in the world and why?
Home – it’s where my family and friends are, and nothing beats that.
What’s on your bucket list?
To remain healthy, enjoy life with family and friends and to continue meeting new people.
At FAFS, our team members like John are at the heart of what we do. Their dedication and expertise ensure that we continue providing exceptional fire and security services across London and the South of England.
Looking to join our team? View open vacancies
