FIRE & SECURITY REGIONAL SERVICE MANAGER - SOUTH WEST REGION

The Service team at Marlowe Fire and Security are the heart of our business. Over the past 8 years we have grown our Engineer force immeasurably. We are now looking for an accomplished Regional Service Manager to lead our team of engineers in the South West Region. The successful candidate can be located anywhere within this region.

REQUIREMENTS

To be successful in this role, we are looking for somebody who has come from a similar background, has a tenacious and passionate work ethic, and thrives under pressure. You will have:

• Experience in working in a similar role previously.
• Experience of managing a large group of fire & security service engineers and ideally, you will have experience in managing a team remotely.
• Ideally, you will have experience in the field and be comfortable getting stuck in where needed.
• You will have experience within the fire and security industry
• Excellent communicator with experience of managing an effective service team with proven results.
• Enthusiastic and effective man management skills.
• Experience of working in a challenging/fast-paced environment
• You will be professional, Assertive, and have a positive approach whilst also be comfortable in having the difficult conversations when required.

THE ROLE

The core focus of this role is to deliver a first-class, efficient, reliable, and operationally effective regional service team, build and develop the existing customer service base, and ensure maximum revenue generation whilst maintaining best-in-class health and safety compliance. To provide clear leadership of the regional team with clear communication of and adherence to company policies. Your duties will include, but are not limited to:

• To be responsible and accountable for the operational service delivery in your region, meeting PPM compliance targets and ensuring adherence to the corrective SLA’s of customers and the NSI.
• Ensuring sufficient and efficient resourcing of suitably skilled and qualified engineers to deliver on the company’s commitments to its customers.
• Responsible for Regional P&L and profitability in accordance with agreed target parameters.
• Performance reviews of all regional engineers and competency reviews to support training requests.
• Management of the Lead Engineers to deliver a first-class service to all our customers whilst clearly delegating the lead engineer’s responsibilities of day-to-day management of regional engineers.
• Management of the regional scheduler(s) for your region to ensure efficient labour deployment on a postcode analysis and planning basis, and ensuring deployment of engineers on call-out works within the SLA of customers or NSI response times.
• To ensure first-time fix rates of 85% within your region based on good stock control, analysis of customer equipment, and sufficient technical training
• Service docket reviews for every completed engineer job per day to determine if further customer support is required, paying particular attention to further action calls raised.
• Weekly reporting on engineer performance, customer service delivery within your region and C4W status of jobs
• Audit and authorise service department running costs, Inc. Time sheets, expenses, parts ordered, commissions, and fuel expense.
• To act as escalation for customer needs, complaints, and concerns with a sense of urgency.
• To monitor Health and Safety Compliance – completion of toolbox talks, health and safety audits (PPE, Ladder, vehicle etc.), reporting accidents, near misses and dangerous occurrences.
• To chair and hold regular management team meetings for the regions, detailing best practices and ensuring all members of the team have an opportunity to develop.
• Complete management of subcontractors utilised within your region.
• Take ownership of all customers in relation to all aspects of service delivery.

To be successful in this role, we are looking for somebody who has come from a similar background, has a tenacious and passionate work ethic, and thrives under pressure. You will have:

• Experience in working in a similar role previously.
• Experience of managing a large group of fire & security service engineers and ideally, you will have experience in managing a team remotely.
• Ideally, you will have experience in the field and be comfortable getting stuck in where needed.
• You will have experience within the fire and security industry
• Excellent communicator with experience of managing an effective service team with proven results.
• Enthusiastic and effective man management skills.
• Experience of working in a challenging/fast-paced environment
• You will be professional, Assertive, and have a positive approach whilst also be comfortable in having the difficult conversations when required