Fire & Security Regional Service Manager

Work as a member of the Mitie Fire and Security Systems Operations Management team, working closely with Sales, Service Desk and Project teams to ensure best use of the field Engineering resource.

-Ensure effective and efficient delivery of PPM, Reactive calls and additional Small Works from the administration and documentation process, co-ordination, delivery of materials, and organisation of labour to the completion of the job.

-Ensure compliance with all Legal and Regulatory requirements.

-Support the business Service strategy and to deliver the required customer service and financial performance.

Main Duties

-Manage the Field Engineering teams to keep operational costs to a minimum and within budget.

-Identify additional areas for profitable delivery.

-Ensure accurate and transparent reporting.

-Achieve results with customers in accordance with the agreed operational performance objectives.

-Ensure the processes are in place and working effectively to deliver customer satisfaction.

-Demonstrate and encourage a customer focused service culture focusing on delivery excellence to improve customer satisfaction via professional customer delivery working with operational colleagues to address any issues.

-Encourage a culture to include continuous improvement.

-Support the Region in retention of service renewals and the generation of new business, through reviewing and improving existing service practices.

-Lead the engineering teams effectively, providing clear direction to ensure people are working to common goals.

-Act as coach and mentor to the Senior Engineers providing advice, guidance and dissemination of best practice.

-Hold regular team meetings to include process, resource and site reviews, with gap analysis, and business improvement recommendations.

-Conduct vehicle, equipment & process audits to inspect and document engineers' van stock and equipment.

-Carry out checks to ensure that engineers are treating Mitie products, equipment and their personal safety in line with company policies.

-Follow up all client escalations relating to service engineering issues and quality of delivery as and when required.

-Ensure Engineers are fully trained and compliant by managing a training and competencies matrix.

-Ensuring that engineers have the right tools for the job.

-Mentor and monitor engineers in their capability, technology and their individual development.

-Monitor and record any completed on-site or remote training on the skills and training matrices.

-Ensure staff can efficiently and effectively address client and company needs.

-Carry out individual Engineer PPE / safety equipment & calibration checks in line with company policies.

-Ensure compliance with the Company quality standards and safeguard the quality of operational delivery and processes.

-Operate to the highest business standards, manage risk and protect the Mitie brand.

-Ensure the company operates in accordance within relevant Standards and Codes of Practice.

-Lead compliance and implementation of Mitie values, principles, initiatives and governance requirements throughout the Regions.

-Follow the Companies Business Management System to achieve 100% compliance.

Min 3 year's experience in a similar role leading remote engineering teams with experience leading Small installs and maintenance.

-Min 3 years' experience in security systems market.

-High level of numeracy.

-High level of literacy.

-Assertiveness - ability to ensure that others meet agreed deadlines.

-Excellent communication skills.

-Accuracy of work undertaken.

-Excellent telephone manner and excellent communication skills.

-Ability to work on own with little .supervision

-Organisational skills of both self and working environment.

-Ability to prioritise.

-Ability to accept responsibility for timely completion of workload.