Jo Garner, General Manager at MSA Bristol, shares her vision on providing comprehensive safety solutions and the impact of recent upgrades on customer service

Could you start by sharing a bit about your background and what led to your role at MSA Bristol?

My career with MSA began in January 2020 and it’s been a truly fantastic journey.

I’m extremely proud to work for a company where the mission and core values are at the heart of everything we do.

Regardless of the branch of MSA you’re working in, the mission to help men and women return home safely at the end of the day is truly lived and breathed.

I began my career managing the MSA Latchways site in Devizes, UK, focusing on fall protection systems.

In July 2023, as part of the Bristol integration and my development, I spent four months at the MSA Bristol uniform service centre in Rainham, Essex.

As Business Support Leader, I supported the team’s integration into the MSA family, marking my first exposure to the firefighting industry.

In November 2023, I became Plant Manager in Berlin, overseeing breathing apparatus manufacturing, including the M1 SCBA, gaining valuable experience in the fire and mining industries.

In September, I returned to the UK as General Manager at Bristol, leading operations in Yate, Rainham, and Livingston.

What is your vision and your priorities for MSA Bristol going forward?

My vision is centred on positioning MSA Bristol as a leader in premium safety solutions while providing superior customer service.

Specifically for the fire service, this means demonstrating to our customers throughout the UK and beyond the benefits of being a one-stop shop for their fire protective needs.

As both the manufacturer and service provider, we offer comprehensive solutions to cover a variety of their needs.

One of the key advantages of MSA Bristol is that we don’t just design and manufacture fire protective clothing; we also work closely with our customers to ensure their teams are fully equipped.

This is where our fully managed service can make a significant difference.

By offering an end-to-end solution – including washing, drying, repairing and replacement of garments across all three of our MSA Bristol facilities – we can provide a seamless experience that supports our customers’ operational needs.

We always strive to meet our customers’ requirements with a focus on delivering an exceptional experience.

I intend for our teams to continue sharing the benefits of our fully managed service with our customer base not only in the UK but also globally.

By emphasising quality, reliability and customer care, we aim to strengthen our partnerships and support our customers in the important work they do.

How do the recent upgrades at the Bristol campus align with your goals for MSA Bristol?

The recent upgrades at the Bristol campus, particularly the implementation of RFID-enabled processes, align closely with our goals at MSA Bristol.

These enhancements mean we’re better equipped to support our customers by helping to ensure that brigades have the right gear at the right time for their firefighters.

With our system, we’re able to track the location of any garment throughout the servicing process.

The best way to describe our new railing system is like a giant laundrette—it’s quite something to see.

This advanced setup allows us to efficiently handle a high volume of garments while maintaining quality and accountability.

Currently, MSA Bristol operates three service centres across the UK, serving 23 managed service customers with 113 employees.

We care for 50,000 firefighters in the UK, washing approximately 361,000 garments and repairing 71,000 items every year.

As an industry leader, we’re always looking for ways to enhance our operations.

These upgrades enable us to improve the products we offer and how we care for our customers’ garments throughout the cleaning process.

By investing in these advancements, we’re better positioned to meet our customers’ needs and support them in their critical work.

In what ways do you see these facility investments enhancing the services provided to customers?

These facility investments enhance the services we provide to customers by allowing us to continue fulfilling our company mission of helping to keep people safe at work.

With the upgraded facilities, we’re better able to scale up and respond to large incidents as we have the capacity to handle unique situations that may arise.

This means we can support our customers more effectively, especially during times of increased demand.

Another benefit of performing everything in-house is that we have detailed PPE and garment insights and traceability throughout the process.

This transparency allows us to manage the process more efficiently and ensure that garments are returned to customers promptly.

Despite the new equipment and processes, we maintain the same high standards, using specific wash programmes for certain types of contaminants across all three of our service centres.

When inspecting garments, we have approximately 17 checkpoints, covering the fabric layers, reflective tape, pockets, trims and fastenings on the garment.

This thorough inspection process helps to ensure that every item meets our quality standards before it is returned to the customer.

By combining advanced technology with careful attention to detail, we’re able to enhance the services we provide and better support our customers’ needs.

How has your team responded to the leadership transition and the service centre upgrade?

The team has responded really well to both.

They’ve been very welcoming and it’s been great to see how they’ve embraced the changes.

We have a strong team here in Bristol and they understand the importance of their work in helping to keep firefighters safe.

As an organisation driven by our mission, we’re all aligned and motivated around that singular goal.

The team is committed to bringing that mission to life through new ideas and dedication to quality.

They take their responsibilities seriously, knowing that their work has a direct impact on the safety of our customers.

Having our operations together on one campus at the new facility in Bristol gives us a greater opportunity to make a significant impact for our customers.

It’s something that our employees are deeply committed to.

They’re enthusiastic about the advancements and are actively contributing to the continued success of MSA Bristol.

What additional developments or upgrades are coming for MSA Bristol?

One is our brand new design studio.

Having expanded areas for the fire protective clothing team really enhances how we work together.

With the design space, dressing rooms and garment stations all in one location, it looks fantastic and creates a more cohesive environment.

This setup makes it easier to have conversations with customers about their fire protective clothing needs.

They can see firsthand how closely we work together as a team, both as a manufacturer and service provider.

It provides transparency and allows us to engage more effectively with our customers, ensuring we meet their specific requirements.

We’ll always look for ways to make improvements and ensure that our operations are running smoothly.

Is there anything you would you like share about the direction MSA Bristol is taking under your leadership?

I’m proud to say that we’ll continue providing the high-quality service that our customers expect from MSA Safety.

We understand that trust is incredibly important in our industry.

Our customers rely on us to provide solutions that help to keep them safe and enhance their productivity.

Under my leadership, MSA Bristol will remain committed to upholding these standards.

We’ll focus on delivering value to our customers by offering reliable products and services that meet their needs.

Our aim is to be a partner they can depend on, supporting them in their important work.

This article was originally published in the December 2024 issue of International Fire & Safety Journal – to read your FREE digital copy, click here.