Technical Manager – Fire and Security (ADT) What you will do To support the delivery of excellent customer experience through focused technical support to the sales and operational teams. Leading the adoption of best practice across the UK&I business to ensure continuous improvement and the delivery of a quality service to our customers at all times adopting practices that support a zero harm culture At ADT, we are passionate about making a positive impact on the lives of people all over the world. How do we do this? By working together to provide the most advanced security solutions. By protecting people and the environment. By giving back in the communities we live in. By solving today’s challenges while constantly asking “what’s next?” At ADT, security is in our DNA. As the UK’s leading fire and security provider, it’s no surprise we’re at the forefront of cutting-edge solutions that protect homes and businesses. To keep us ahead of our competitors, we’re constantly evolving. And to help us do this we need people who think the same; people with the desire to play their part in making the world a safer place. ADT are the name people trust to protect what’s precious to them. We safeguard over 210,000 UK properties and more than 2,000 new customers each month put their faith in us. How you will do it Drive quality and technical competence through collaboration and engagement to deliver operational improvements (efficiency and customer led) Lead/ coordinate teams to develop process improvement; work with technical management colleagues / product management on technical bulletins; liaise with Process Excellence on process improvement projects Provide technical support and guidance across all field based staff; identifying common issues, their root cause, resolution and supporting development of mistake proofed solutions Site reviews and site/ technical audits to ensure compliance with appropriate standards and excellence in customer solutions Supporting internal audits, non-conformance follow up and resolution; supporting retention of accreditations (ISO 9001 etc) Provide pre-installation support to operational teams with regard to software and front end graphics packages to ensure best/innovative use of the company product portfolio Develop/ maintain nationwide skills matrix by means of regular training/skills assessment with engineers to support operational excellence Assist new and future products to ensure that all training and quality issues are assessed and the appropriate training roll out identified. Support apprentice manager in the recruitment, development and assessment of the operational apprentices and assist in the development of a common learning platform. Assist in the development of base competencies for sales and operations to comply with regulations, drive operational improvements and improve customer service. Liaison with Learning and Development to develop innovative delivery of technical courses to the field operatives. Support delivery and maintenance of the Engineer Development Review process to ensure a consistent approach to reviewing the competency levels of all engineers. Liaison with the IT department to provide development support in the use of modern software to assist the field operatives in terms of quality and operational Provide input to Marketing and Purchasing as appropriate on product deficiencies experienced in the field Support the management of Zero Harm culture across the business through Quarterly meetings, ensure compliance with audits and appropriate follow ups Provide or support tool box talks, safety training and observations from field audits Support where there are actual incidents, near misses What we look for City & Guilds in Electrical Engineering. Experience in the security industry IOSH Managing Safely required Proven ability to problem solve in an electro technical environment Knowledge of varied types of Intruder, Fire, CCTV, Access Control and EAS Systems, both wired and radio based. Experience in the Quality and H&S Auditing of staff. H&S site experience such as SSSTS (CITB) Certification. Excellent communication at Senior Management Level and Customer Communication. Ability to take the initiative on decision making and think quickly. Be proactive with new ideas to improve the Quality Management and increase productivity