Fire & Security Regional Service Manager

Fire & Security Regional Service Manager

Join Marlowe Fire & Security, where innovation meets dedication! We are on the lookout for a passionate and experienced Regional Service Manager to deliver a first class efficient, reliable and operationally effective regional service team, build and develop the existing customer service base, ensure maximum revenue generation whilst maintaining best in class health and safety compliance.

Your Role as a Regional Service Manager

• To be responsible and accountable for the operational service delivery in your region, meeting PPM compliance targets and ensuring adherence to corrective SLA's 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
• Ensure that scheduling teams adhere to KPI's set for customer communication
• To ensure first time fix rates of 85% within your region based on good stock control, analysis of customer equipment and sufficient technical training
• Maximise revenue generation of engineers, meeting or exceeding targets set for each engineer classification
• 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 KPI's (engineering areas covered, callout rotas and holidays)
• Audit and authorise service department running costs including 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
• Provide input for quotations and solutions to effective repairs at customer sites via the agreed internal process
• 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
• To ensure the diligent use of customer portals across the regional service team
• Complete management of subcontractors utilised within your region
• Ensure that each individual is clear of what is expected of them in terms of customer service and productivity
• Take ownership of all customers in relation to all aspects of service delivery

What We're Seeking

• Commercially aware
• Personality - Energy, Drive and Enthusiasm to succeed.
• 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
• Professional, Assertive, and positive approach
• Full UK driving license

Benefits

• Basic Salary - Competitive
• Regional Service Manager Bonus Scheme
• Vehicle / Vehicle Allowance - subject to candidate preference
• Royal London Pension
• Life Assurance 4x Salary
• 25 Days paid holidays plus Bank Holidays
• Additional Birthday Holiday
• Paid Candidate Referral Scheme - up to £1,000 per referral, unlimited referrals
• Mental Health & Well-being Scheme
• Employee Recognition Scheme
• Development and progression opportunities

Equal Opportunities

We are dedicated to fostering a diverse and inclusive workplace where everyone can feel comfortable being themselves. We celebrate our unique qualities and truly believe that a culture of inclusion enables us to serve our customers better. We are committed to equal opportunities, so if you need any reasonable adjustments to help you participate in the recruitment process, please let us know.

Right to Work

Unfortunately, we are unable to provide Right to Work Sponsorship. If you do not currently have the Right to Work in the UK or will require additional assistance to extend your current Right to Work status, we regret to inform you that your application cannot be considered.