Job Description

Regional Service Manager

Job Overview

Job Objectives and responsibilities

• To 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
• To ensure compliance with all Legal and Regulatory requirements
• To support the business Service strategy and to deliver the required customer service and financial performance

Main Duties

• To manage the Field Engineering teams to keep operational costs to a minimum and within budget
• To identify additional areas for profitable delivery
• To ensure accurate and transparent reporting
• To achieve results with customers in accordance with the agreed operational performance objectives
• To ensure the processes are in place and working effectively to deliver customer satisfaction
• To 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
• To encourage a culture to include continuous improvement
• To support the Region in retention of service renewals and the generation of new business, through reviewing and improving existing service practices
• To lead the engineering teams effectively, providing clear direction to ensure people are working to common goals
• To act as coach and mentor to the Senior Engineers providing advice, guidance and dissemination of best practice
• To hold regular team meetings to include process, resource and site reviews, with gap analysis, and business improvement recommendations
• To conduct vehicle, equipment & process audits to inspect and document engineers\' van stock and equipment
• To carry out checks to ensure that engineers are treating Mitie products, equipment and their personal safety in line with company policies
• To follow up all client escalations relating to service engineering issues and quality of delivery as and when required
• To ensure Engineers are fully trained and compliant by managing a training and competencies matrix
• To ensuring that engineers have the right tools for the job
• To mentor and monitor engineers in their capability, technology and their individual development
• To monitor and record any completed on-site or remote training on the skills and training matrices
• To ensure staff can efficiently and effectively address client and company needs
• To carry out individual Engineer PPE / safety equipment & calibration checks in line with company policies
• To ensure compliance with the Company quality standards and safeguard the quality of operational delivery and processes
• To operate to the highest business standards, manage risk and protect the Mitie brand
• To ensure the company operates in accordance within relevant Standards and Codes of Practice
• To 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

Experience

• 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

Skills

• 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

IT Skills

• Cash4Windows - Working knowledge of scheduling system
• Microsoft Word - Intermediate
• Microsoft Excel - Intermediate
• Microsoft PowerPoint - Basic

Working within the Mitie values and behaviours

People

Mitie is a people business. It\'s our people, and their drive to do their jobs to the best of their ability that makes us different.

Trustworthy - We do what we say we will

How we behave\xe2\x80\xa6

• We treat all colleagues with respect
• We challenge people when they don\'t do the right thing
• We welcome advice from anyone that might improve what we do
• We are open and honest
• We think safety and always follow rules for safe working

Helpful - We go out of our way to make a difference

How we behave\xe2\x80\xa6

• We work with each other to achieve the best for clients and for Mitie
• We share information to help colleagues succeed
• We build great relationships
• Our first response to requests will always be positive
• We look out for each other, never walking by unsafe actions or situations

Inspiring - We help others to be the best they can be

How we behave\xe2\x80\xa6

• We support and encourage each other to develop
• We lead by example
• We set clear expectations
• We listen to and learn from others
• We learn from mistakes and incidents to prevent recurrence

Passion Take our people, add their passion, and you get something really special.

Spirited - We give it everything we\'ve got

How we behave\xe2\x80\xa6

• We do good things for each other, the environment and the community
• We appreciate diversity and encourage it
• We demonstrate team spirit
• We are committed to doing things better and setting new standards in all that we do
• We take pride in what we do and have fun doing it
• We celebrate success and say thank you

Fresh thinking We want our people to find inspiration from skill development and career progression, and enjoy respect and recognition for a job well done.

Pioneering - We do things that excite and amaze

How we behave\xe2\x80\xa6

• We bring new ideas to the way we do things
• We are willing to try new things
• We encourage and support innovation
• We consider things from other peoples\' points of view
• We embrace new thinking and technologies
• We build health & safety into everything we do

Health and Safety responsibilities

• Follow Group and company policies and procedures at all times;
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
• Use all work equipment and personal PPE properly and in accordance with training received;
• Report any issues or training needs to your Line manager and /or via your divisional incident reporting system

NOTE: This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder\'s role and/or the needs of the business.

Mitie