Protec Fire and Security Group/A Bosch Company have an opportunity for a Fire and Security Area Service Manager in the Liverpool area.
The Area Service Manager is responsible for managing day-to-day service operations within a defined area.
The role ensures that service delivery meets SLAs, customer expectations, and company standards while supporting the Regional Service Manager in operational, financial, and team objectives.
Key Responsibilities
* Operational Management
o Manage and coordinate service operations across the assigned area to ensure SLA compliance.
o Allocate and schedule engineers effectively to meet service demand.
o Monitor service performance, including first‑time fix rates, response times, and efficiency.
o Implement local process improvements to optimise operations.
* Team Leadership
o Supervise engineers and service staff in the area, providing coaching, guidance, and performance feedback.
o Support training and development initiatives to ensure staff competence.
o Promote a culture of safety, accountability, and operational excellence.
* Customer & Account Management
o Maintain close contact with clients within the area to ensure satisfaction and address issues promptly.
o Handle day‑to‑day escalations and resolve operational problems efficiently.
o Support service renewals by ensuring high‑quality service and client engagement.
* Financial & Compliance Responsibilities
o Monitor area‑specific budgets and control operational costs.
o Support the Regional Service Manager in achieving area Gross Margin (%) and EBIT targets.
o Ensure adherence to regulatory, safety, and technical standards.
* Onboarding & Service Contracts
o Support onboarding of new clients in the area, ensuring smooth transition and initial service delivery.
o Assist in contract renewals, providing operational insight and supporting customer engagement.
* KPIs & Reporting
o Track and report on area operational KPIs, including SLA compliance, engineer productivity, and customer satisfaction.
o Provide regular updates and insights to the Regional Service Manager.
* Engineers Overtime & Resource Management
o Approve local engineer overtime in line with operational needs and budget.
o Adjust staffing and resources dynamically to maintain operational continuity.
Key Skills & Competencies
* Strong operational and team management skills.
* Excellent problem‑solving and customer service abilities.
* Knowledge of fire and security service operations and compliance standards.
* Ability to make quick operational decisions and manage multiple priorities.
* Effective communication and interpersonal skills.
Qualifications & Experience
* Relevant technical or engineering qualification in fire, security, or related field.
* Experience managing field service teams or multi‑site operations.
* Familiarity with service contracts, renewals, and client relationship management.
KPIs / Performance Metrics
* SLA compliance and response times
* First‑time fix rates
* Engineer productivity and efficiency
* Customer satisfaction within the area
* Budget adherence and contribution to GM (%) & EBIT
Employment Details
* Seniority level: Mid‑Senior level
* Employment type: Full‑time
* Industry: Industrial Machinery Manufacturing
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