Robertson Recruitment are working with our Fire & Security client to fulfil the following permanent / full-time role of Service Manager.
The Service Manager is responsible for the service and maintenance delivery through the Senior Engineers and Regional Engineering Teams.
The Service Manager is Accountable for delivering service and maintenance works in line with client expectations and SLAs.
Customer Service Provide our clients with excellent customer service at all times.
Foster a partnership approach with clients in order to understand needs and minimise any service misses.
Arrange and manage regular face to face customer meetings, to review service levels and future opportunities with clients.
Manage any escalated customer complaints quickly and to a satisfactory outcome for both parties.
Collaborate with the sales team and Installation Manager with growing the service contracts within your region.
Carry out site surveys for service and remedials and provide quotations in line with the business requirements.
Team Management and Performance: Proactively manage the team to ensure high levels of performance and attendance, including PDRs, 121s and coaching of the team.
Manage the productivity and quality of service within team according to company standards.
Develop working relationships with cross-functional teams, including internal teams and strategic partners that can/do support our customers to ensure that clear channels of communication are maintained.
Support of Service Desk in order to achieve budgeted targets, inclusive of regular reviews of jobs to ensure jobs are complete/ rebooked in a timely manner.
Manage overtime in relation to basic salary, including approval and auditing of timesheets, using PDA times to verify time on site.
Manage call-out shift rotas for Service Engineers.
Commercial Control: Monitor service levels to ensure delivery meets and exceeds where it is cost effective, the contractual specifications and customer expectations.
Monitoring KPI data looking for ways to improve efficiency with a view to driving down costs.
Compliance: Produce Risk and Method statements for works, to ensure jobs are undertaken in a safe manner Provide toolbox talks for the engineers on key health and safety points.
Assist with NSI audits and HSE audits around company vehicles.
Responsible for ensuring engineering audits are conducted on all directly employed Service and Maintenance Engineers.
Ensure compliance with NSI standards, Company quality standards and client SLAs Where appropriate, implement actions to protect the business and minimise non-compliance at all times.
Previous experience of working within Fire and Security industry.
Highly competent in fire and security systems technology.
Excellent relationship management and motivating skills.
Previous experience of working within the fire and Security industry.
Focussed on performance targets and driving performance through utilising metrics.
Experience in resource planning.
CSCS/ECS Card.
We are an equal opportunity employer and value diversity.
Working Conditions: The physical environment requires the employee to work in office and at site locations around the UK and may involve travel to Europe from time to time.
The role additionally requires a high level of travel between sites. Site locations will involve both inside and outside working environments, when conducting surveys and the employee maybe required to use personal protective equipment.