Protec Fire and Security Group/A Bosch Company
Regional Service Manager
Location: North West, England
Salary/Package: Competitive (Dependent On Experience)
Full time: 40 hours per week.
Overview
Protec Fire and Security Group, a Bosch Company, has an opportunity for an experienced and proactive Regional Service Manager for the North West of England.
Responsibilities
* Oversee service delivery across all sites in the region, ensuring adherence to SLAs and departmental standards. Manage operational efficiency, resource allocation, and scheduling.
* Implement process improvements to optimize service performance and cost efficiency.
* Manage Area Service Managers and regional service teams, including engineers and supervisors.
* Develop and coach staff to maintain high levels of performance and professional growth.
* Conduct performance reviews, identify skill gaps, and support succession planning.
* Serve as the escalation point for critical customer issues and account disputes.
* Ensure consistent customer satisfaction and proactive engagement with key accounts.
* Monitor NPS/CSAT scores and implement initiatives to improve client experience.
* Own regional Gross Margin (%) and EBIT, ensuring cost-effective service delivery.
* Monitor regional budgets, approve expenses, and identify areas for financial improvement.
* Ensure compliance with fire and security standards (NSI/FIA/SSAIB), company policies, and regulatory requirements.
* Oversee onboarding of new clients and ensure smooth service transitions.
* Support contract renewals by ensuring high-quality service delivery and client satisfaction.
* Work with Service Sales Engineers and Area Managers to maintain and grow client accounts.
* Monitor and report on key operational KPIs including SLA performance, first-time fix rates, engineer productivity, and customer satisfaction.
* Provide regular updates to the Service Operations Manager and Service Director.
* Approve and monitor engineers’ overtime to ensure efficient coverage without exceeding budget.
* Plan and adjust resources to meet service demand and maintain operational continuity.
Qualifications
* Experience in regional service management within fire and security or a similar field.
* Strong leadership, budget management, and customer relationship skills.
* Knowledge of NSI/FIA/SSAIB standards and regulatory requirements.
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