Maintenance / Service Manager
Attleborough
Perm
Up to £55,000pa
To lead and manage the maintenance/service department, ensuring efficient scheduling and delivery of maintenance services to clients. The Maintenance/Service Manager is responsible for overseeing the Maintenance Administration team, Maintenance Engineering team and Maintenance Key Account Manager (KAM). The Maintenance/Service Manager will lead the growth of revenue, and the team capability required to deliver current and future growth. Ensure compliance with contractual obligations, measurement, reporting and management of internal and external Key performance Indicators (KPI’s.) Efficient and effective processing of maintenance tasks, ensuring adherence to internal processes, health and safety standards, and customer satisfaction goals.
Leadership & People Management:
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Overall responsibility and leadership of the Administration and Engineering teams.
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Direct reports will be the Senior Maintenance Coordinator, Senior Maintenance Engineer and Maintenance KAM.
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Provide leadership and direction to the Senior Maintenance Coordinator and Senior Maintenance Engineer, ensuring efficient and effective processing of maintenance tasks and high-quality service delivery by the department.
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Provide leadership and guidance to the Maintenance Key Account Manager, with a focus on generating and pursuing maintenance leads and opportunities.
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Conduct regular performance reviews and provide coaching and development opportunities for direct reports and the team.
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Oversee the recruitment, training, and professional development of maintenance staff.
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Ensure that maintenance personnel comply with company policies, safety standards, and best practices.
Operational Management:
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Oversee and manage the planning, coordination, and execution of maintenance service visits, ensuring efficient resource utilisation and customer satisfaction.
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Maintain oversight of the maintenance schedule, ensuring all contracted services are completed on time and in compliance with agreed terms and KPI’s
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Work closely with the Senior Maintenance Coordinator to ensure all maintenance activities are managed within agreed processes – e.g. planned, documented, and invoiced.
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Ensure that effective and timely communication to clients and internal stakeholders is maintained
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Assume responsibility for the weekly and monthly operational reporting of the Maintenance/Service department
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Collaborate with the Senior Maintenance Engineer to ensure technical support, training, and mentoring of field engineers is provided when required, and that it is documented and maintained
Customer Relations & Contract Management:
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Act as the primary point of contact for all maintenance clients, ensuring high levels of customer satisfaction and addressing any service-related concerns.
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Ensure maintenance contracts are managed effectively, including monitoring service level agreements (SLAs), KPI’s, resolving disputes, and assisting with the negotiation of contract renewals.
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Approve maintenance quotations and ensure accurate costing for remedial works and additional service requests.
Health, Safety, and Compliance:
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Ensure all maintenance operations comply with health, safety, and environmental (HSE) regulations and company policies.
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Monitor and enforce adherence to risk assessments and method statements (RAMS), updating documentation as necessary.
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Lead investigations into any maintenance-related incidents and implement corrective actions where required