Service Manager in Poole

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. Offering a fantastic salary bracket from £42,000 to £50,000 per annum.

Duties & Responsibilities:

• 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.
  • Provide an escalation point for Call Out engineers (out of hours), to ensure customer issues are dealt with in a timely manner.
  • 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.
  • Ensure Engineer PDA usage is in line with Company procedures.
  • Ensure Engineer vehicles are maintained in line with Company procedures and to ensure stock is stored within the vehicle safely and securely, in addition to ensuring vehicle stock is maintained in reflect of customer needs.
  • Manage call-out shift rotas for Service Engineers.
• Commercial Control
  • Ensure company minimum gross margins are achieved each month, investigate and rectify any monthly slippage in gross margin.
  • Monitor service levels to ensure delivery meets and exceeds where it is cost effective, the contractual specifications and customer expectations.
  • Ensure 100% on time maintenance is achieved each month.
  • Monitoring KPI data looking for ways to improve efficiency with a view to driving down costs.
  • Reviewing engineering optimisation on an ongoing basis to ensure maximum efficiency and productivity.
  • Review processes and procedures to ensure the team is operating in an efficient manner.
• 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.
  • Ensure uniform and PPE is issued and worn by all employees.
  • Responsible for ensuring engineering audits are conducted on all directly employed Service and Maintenance Engineers.
  • Calibration and accurate record keeping of engineering equipment.
  • 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.
• KPIs
  • Achieve monthly gross margin target.
  • Achieve monthly target for maintenance calls.
  • Achieve monthly budgeted chargeable call-out and day work target.
  • Improve customer retention.
  • Adhere to 4 hour response time where applicable.
  • Improve 1st time fix ratio.
  • Reduce number of customer disputes.
  • Reduce amount of return visits to customer premises.

Essential Person Specification:

• Strong organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines.
• Previous experience of working within Fire and Security industry.
• Highly competent in fire and security systems technology.
• Excellent relationship management and motivating skills.
• Excellent verbal and written communication skills.
• Focussed on performance targets and driving performance through utilising metrics.
• Demonstrate strong leadership skills and lead by example.
• Ability to be assertive when necessary.
• The ability to work well under pressure.
• Highly responsive and proactive, able to adapt to daily changes in workload and areas of focus.
• High attention to detail and analytical skills.

Desirable:

• Experience in resource planning.
• Experience using Cash4Windows, Joblogic or equivalent.
• Experience in producing Profit and Loss reports.
• Experienced in achieving SLAs, identifying gaps against standards, and implementing improvement solutions.
• CSCS/ECS Card.

We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.

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 may be required to use personal protective equipment.