Job Title - Technical Service Manager
Location - Dover
Hours - 40 Hours per week
Our values and behaviours
Delivering the exceptional, every day
• Our purpose: our expertise, care, technology, and insight create amazing work environments, helping our
customers be exceptional every day.
• Our promise to our people: a place to work where you can thrive and be your best every day.
• Our promise to our customers: a trusted partner creating exceptional environments for your customers and
people, adding value every day.
• Our culture – our core values and how we behave:
o We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if
we can help a customer or colleague in any way, we will. We are one Mitie.
o We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of
company. We treat others as we would like to be treated. We are proud to work for Mitie.
o We go the extra mile: whether keeping things running smoothly in a safe environment, looking for new
ways to do things better or fixing problems, going the extra mile for our colleagues and customers and
keeping our promises is in our DNA.
o Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds.
Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as equal.
o Our customers' business is our business: we are a partner, trusted for our expertise and for putting
our customers at the heart of everything we do.
Job objectives and responsibilities
· Technical lead responsible for the management of the field teams
· Responsible for leading the day-to-day operational delivery through the relevant supervisory lead
· Ensuring all planned, corrective, and reactive works are completed on time, safely and compliantly in line with
regulatory requirements and Port of Dover expectations
· Work with the Account director on contract strategic deliverables
Main duties
· Daily attendance at the team activity call/meetings to review daily and weekly objectives
· Attendance at Mitie/POD performance review meetings
· Assigning duties to supervisors during shifts
· Supporting the delivery of PPM's and reactive tasks for internal teams and 3rd party contractors
· Supports the planning of works including permit to work and ATW
· Day to day leading of shift team including conduct, performance and capability. Taking the necessary and
appropriate actions to address any inappropriate behaviour or low standards.
· Provide direction and feedback to supervisors during shifts
· Effective communication between disciplines to support best practice sharing
· Participate in work activities, leading by demonstration, and showing them how to do the job effectively where
required.
· Provide customer service and manage complaints and escalations
· Prompt and correct documentation of incidents.
· To ensure that communications are maintained between the technical team and Port of Dover stakeholders · To perform duties of a person authorised to issue permits to work. · Identify potential training requirements for existing team in order to ensure any statutory requirements are met and efficient working practices are followed. · To attend and fully participate in appraisal activities as required · Bring innovation, continuous improvement and build solutions to business challenges and maintain a ‘can-do' attitude · Foster and maintain a positive work environment and a ‘One Team' approach · Mentoring of apprentices and interactions with EKC tutors to ensure learning deadlines are achieved
Desirable Skill Sets from a Selection Below for Trade Bias
· Proven track record for managing Hard FM services
· C&G 2391 and accredited to 18th Edition electrical testing desirable
· NEBOSH / IOSH qualified – Health and Safety management
· Relevant experience post qualification supervisor level
· Management skills
· Induction / appraisal skills
· Knowledge of QMS procedures
· CAFM task planning experience
· Knowledge / experience of electrical testing services and associated legislation
Knowledge of commercial and domestic heating & plumbing systems
Water quality and legionella control
· Presentation skills
· Analytical thinker with demonstrated problem solving skills
· Good Financial skills and knowledge of financial processes
· Working well within a team
· Leadership skills and ability to make decisions fast
· Strong problem-solving aptitude
· Able to work without direct supervision
· Able to deal directly with customers in a professional manner and represent the company
· Able to produce and complete RAMs and SMSs
· Computer literate – competent in Microsoft Office and ability to work on CAFM systems.
· Knowledge of working on BMS systems.
· Customer service focussed