Minor Works Manager - Gravesend
FAFS Fire & Security specialise in designing, installing, commissioning and servicing automatic Fire Detection, Protection and Alarm Systems in and around Greater London. We are currently looking to appoint a new Minor Works Engineer to Lead a team of Minor Works Engineer.
Responsibilities
* To manage the FAFS Minor Works Dept and its staff, maintaining high standards and creating a teamwork ethic.
* Create and maintain good working relationships with regional/desk service managers, desk operators, and salespersons.
* Manage quotations, order processing, equipment procurement, labour scheduling, certification and invoicing of all minor works, including low-value installs/repairs/modifications, defects/remedial works, critical failures, and investigations for alarms/systems works for service‑contracted customers.
* To provide reports as required, including backlog reports and input for the monthly board report with accurate data and forecasts.
* To manage all minor department systems/alarms invoicing to achieve the forecasted number at the end of each month.
* To promptly review Calls and fast‑tracked response requests for all minor works and ensure first‑class onboarding and processing of new orders.
* To work closely with customers, providing an exceptional level of customer service from initial contact through to completion.
* Manage engineers to ensure technical and industry competence, and ensure a proficient labour force to deliver workbank to meet customers' expectations.
What will your role look like?
* Provide a high level of services to customers and strive to exceed customer expectations.
* Manage the service sales / DRS team to ensure quality defect reports and quotations are issued in line with our KPIs.
* Provide first‑class service to customers to retain business and create a platform to develop, build and expand business.
* Review workbank and ensure prompt delivery.
* Review quote bank and ensure prompt response.
* Ensure the Cash database is kept accurate for all quotations and calls to manage the minor works dept.
* Allocate engineers to complete minor works in an efficient manner.
* Effectively communicate with our customers to ensure a good understanding of our engineers' proposed works, attendance date as well as proposed completion.
* Follow up engineer's work attendance, ensuring work is completed, and provide paperwork to the customer, including an invoice.
* Ensure that all new orders receive prompt onboarding information in terms of health and safety information, scheduling updates, equipment procurement and compliance certification.
* Ensure all critical failures are verbally reported by engineers and actioned the same day.
* All documentation being completed and reaching the required destinations within the agreed time limits.
* Taking care that the responsible person is satisfied with the service they receive.
* Ensure MBR information is provided promptly on the 2nd week of each calendar month.
Who We're Looking For
* Able to work independently.
* To run a team of admin staff and ensure proactive response to resolving problems.
* Able to plan, implement and complete activities without assistance.
* Deal with customers, end-users, construction personnel and in‑house staff in a professional manner.
* Good verbal and written communication.
* Skills required to invoice.
* To operate business procedures within the framework of BN EN ISO 9001:2000.
* Strong knowledge of Microsoft Office.
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