Support Department Manager in Newport

REUK manufactures Driver Vision and Situational Awareness cameras for Armoured platforms. They are sold and fitted to platforms across the UK and Europe, and beyond to global customers. This is both a strategic and day-to-day role of key importance to the business. REUK business growth is very strong, and the need to turn our current reactive support department into a Value Stream creating value for both the business and our customers/partners is critical over the next 6 to 9 months. With production volumes planning to increase by 400% over the next 3 years, we are starting to offer extended warranty contracts and undertake out of warranty repairs.

This role will establish an FSR team/s at REUK, lead that team/group and ensure the delivery of Maintenance, Repair and Warranty Services to meet and exceed contracted requirements. This role will be key to ensuring REUK FSRs are suitably supported at the frontline and are representing Rheinmetall as the face of the Service function with our customers.

As the SD Manager, you can anticipate some of your day-to-day tasks to include:

• Safety & Compliance: Ensure FSR team/s comply with all on-site HSE standards and policies both on site, whilst travelling and on customer or supplier’s premises.
• Team Leadership: Establish, lead and manage FSR team/s at both REUK and customer sites. Support the FSR team competency development in line with plans to ensure we develop and leverage a flexible, highly skilled FSR team that is competent and seen by our customers and peers as experts in the systems that we support.
• Team Management: Support recruitment of, developing, leading and allocating FSR workforce both capable and confident to perform any repair or upgrade activity in any reasonable location in line with contract requirements. Manage resource, task and FSR allocation, setting budgets and operating within them. Generate efficiency improvements to best leverage our capability.
• Service Delivery: Establish, implement and continually improve a value generating Support Department capable of supporting all warranty, out of warranty, upgrades and ad-hoc repairs to REUK units and display either on site, at customer premises or supplier premises. Responsible for achieving department agreed revenues and controlling costs in-line with departmental budgets.
• Hands-on Technical Work: Perform complex repairs, diagnostic, technical investigation and upgrades on Sensors and Systems within training boundaries alongside and as a member of the FSR team.
• KPI and Performance Tracking: Ensure turnaround times for all repairs and upgrades meet contractual obligations. Monitor and report team performance against targets such as numbers of repairs, response times and quality of works.
• Quality: Ensure all learning taken from repairs and upgrades is passed to the Quality to drive product and process improvement.
• Customer Engagement: Ownership of customer interaction periodically for warranty/service calls, upgrade programs, etc. Ensure sales and programmes team are kept up to date with status and BD and Sales are reported to for opportunities to pursue following customer engagement. Formulate relationships of trust with customers. Discern customer needs and offer advice or recommendations.

Perform related duties or special projects within your capabilities, and as directed by Senior Leadership Team (EXCOM Team). Be a member of Ops leadership team and support peers. Ensure the FSR team maintains the highest standards of work and behaviour as REUK representatives.

• 5 years relevant experience in efficiently running a Service Department and FSR teams within the Defence industry or a similarly highly regulated industry.
• Proven experience running trade qualified service/maintenance teams in associated equipment area.
• Ability to manage and preserve technical equipment.
• Ensure company procedures and safety guidelines are followed by customer service representatives.
• Ability to interpret technical information, documentation, in-service reports and test results.
• Develop and maintain preventive maintenance procedures.
• Diagnose and troubleshoot service-related issues.
• Able to prepare and maintain service-related documentation.
• Experience and familiarity of working within a matrix organisational structure with a corporate driven environment, health & safety programme.
• Creative problem-solving & strong analytical skills.

• Technical degree or certification, or proven and relevant equivalence.
• High computer literacy skills, MS Office Suite, Excel and demonstrated experience working with SAP (preferred).
• Full Driving licence (inc C) as UK and European travel will be required for this role.

• Strong leader in field service or technical/engineering teams, setting high standards, with a calm and systematic approach to problem solving.
• Strong team management. Able to plan, organise, resource, troubleshoot, set and operate within plan.
• Ability to build strong relationships and trust with employees and managers.
• Ability to drive accountability in direct and non-direct reports.
• Willingness and ability to travel to customer sites (including military bases) across UK and Europe (regularly) and beyond internationally (rarely).
• Ability to communicate and provide technical advice in both written and oral formats with a target audience ranging from the end user to Executives; tactical to strategic mindset.
• Must hold or be eligible to obtain a UK Security Clearance to Security Check (SC) level.
• Commitment to safety (HSE) and quality standards.

Our inclusive culture: Rheinmetall fosters a culture of equality, fairness, diversity and inclusion for all our employees and provides a safe and secure work environment where everyone can feel comfortable and supported to bring their unique self to work every day. We know that when people from diverse backgrounds and different points of view work together, we create the most value - for our clients, our people and our community.

If you don't think you quite meet all of the requirements of the position, we'd still love to hear from you.

Full time 37.5 hrs per week. Salary dependent on experience/qualifications. We want REUK to be the employer you choose to build your career with. We have lots of opportunity to grow as our business continues to grow.

As a Disability Confident employer, we are committed to creating an inclusive and supportive workplace. We also proudly support the Armed Forces community and encourage applications from Veterans, Reservists, Cadet Force Adult Volunteers, and military spouses and partners. We are passionate about finding the right people to join us and we want you to be proud to work with us. Our vision is to become a recognised and respected solution provider while delivering high-technology, high reliability & high-quality products and systems.

As an REUK employee we offer you: 25 Days holiday plus...