Fire & Security - Regional Service Manager

Job Description

Fire & Security Regional Service Manager - West Midlands - RemoteThe 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 within this definedregion. The successful candidate can be located anywhere within this regionThe RoleThe 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 to ensure maximum revenue generation whilst maintaining best in classhealth 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 corrective SLAs of customer and the NSI
• Ensuring sufficient and efficient resourcing of suitably skilled and qualified engineers to deliver on the company 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 lead engineer 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 forward planning basis, and ensuring deployment of engineers on call out works within 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
• Review department commitment regularly ensuring optimum utilisation of resources to achieve agreed service levels in line with agreed KPIs (engineering areas covered, call-out rotas and holidays)
• Audit and authorise service department running costs Inc. - Time sheets, expenses, parts ordered, commissions, fuel expense.
• To act as escalation for customer needs, complaints, and concerns with a sense of urgency as and when required
• 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 ensure Environmental Compliance - safe disposal of waste (ionised detectors / WEEE etc.), returns of waste transfer and consignment notes and to ensure all operatives carry the waste transfer certificate.
• To chair and hold regular management team meetings for the regions detailing best practice and ensuring all members of the team have an opportunity to develop
• To effectively manage aged calls ensuring backlog of all call types is managed in accordance with company targets.
• Complete management of subcontractors utilised within your region.
• Take ownership of all customers in relation to all aspects of service delivery.

About you:To be successful in this role we are looking for somebody who has come from a similar back ground, 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 in getting stuck in where needed.
• You will have experience within the fire and security industry
• Calm under pressure
• 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.
• You will have experience in pushing people to achieve their very best and ensuring that your team go above and beyond.

What we offer:As part of the Marlowe Fire and Security team you will have access to some great benefits including:

• Basic Salary £40-45,000 Subject to experience
• Company Car & Fuel Card or Car Allowance £500 per month
• Company Laptop & Mobile Phone
• Attractive Bonus Scheme
• Royal London Pension Scheme
• 4 x Life Assurance
• Paid Refer A Friend Scheme
• Mental Health & Well-being Scheme
• Employee Recognition Scheme
• Birthday Holiday
• Additional Day holiday for each full year of completed service
• Development and progression opportunities

About usMarlowe Fire & Security Group is the fire life safety and security division of Marlowe Critical Services Together, we are the UKs fastest growing and most innovative consortium of fire life safety and security service providers providing protection to ourcustomers property and people. Consisting of 8 established and complimentary brands: ACL, BBC Fire & Security, FAFS Fire & Security, Griffin Fire, MJ Fire, MRFS, Hadrian Technology, Island Fire Protection, Marlowe Fire & Security, Marlowe Kitchen Fire Suppression,Morgan Fire Protection.

Keyskills :
regional service managerfire & security