Service Manager - Fire and Security Systems

This role is ideal for both existing service managers within the fire and security industry or fire & security engineers looking to move into an office-based role.

We are a small, personal, flexible, loyal and growing company where you will be supported, appreciated and rewarded accordingly. Be sure to ‘meet our team’, and check out what they say on our careers page. You will take ownership, accountability and responsibility for delivering an outstanding level of service to our loyal customer base and your colleagues.

Key Responsibilities :

As Service Manger, You will take ownership, accountability and responsibility for delivering an outstanding level of service to our loyal customer base in a service manager capacity.

• Controlling the database and assigning reactive Jobs and planned maintenance work for engineers
• Carrying out Quotes & Up-sales for upgrade & remedial works
• Scheduling Monthly Planned Maintenance visits.
• Booking remedial Work, raising purchase orders for suppliers and sub-Contractors.
• Following up on Quotations, reporting on engineer’s findings producing reports
• Responsible for all helpdesk telephone/email Queries.
• Keeping our Database and Accounts system up to date.
• Working to deliver on our core values - Reputation, Excellence, Integrity, Service, Teamwork and TrustBuilding a great working relationship with colleagues, customers and suppliers
• Provide attentive customer support by phone and email
• Provide attentive support to our three service engineers throughout the working day to ensure they have the information they need to complete their jobs as quickly as possible to their best ability
• Guide, mentor and ensure tasks are completed by Service co-ordinators.
• Taking ownership of tasks to ensure they are completed in a timely manner with an emphasis in delivering our high level of customer satisfaction
• Weekly reporting of service KPIs into the company dashboard and regular updates to the operations manager/SLT.
• Management of jobs which require engineer attendance, liaising with our stores to ensure our engineers have the parts required then smart scheduling the visit with the customer.
• Accurately logging technical issues onto our ticketing system
• Use our remote diagnostic software to service systems and diagnose faults remotely to help prepare our engineers.

General administration duties as well as covering for colleagues and assisting other departments in the business

Essential experience, Qualifications & Skills:

• Intermediate IT skills
• Be hardworking and highly motivated.
• Demonstrate a working knowledge of MS Word documents and Excel spreadsheets
• 5+ Years experience delivering a service provision to customers and meeting required
• Ability to work towards targets/KPI’s
• Flexibility to multitask and efficiently manage your own time and workload
• Excellent attention to detail
• A confident professional telephone manner
• A problem solver with a ‘can do’ attitude

Flexible and understanding that things change in the industry and being able to adapt to changes hourly / daily.

Salary & Benefits:

£33,000-£38,000 plus our benefits package

• Company Vehicle
• Christmas bonus and summer end of year bonus (average is £1500 p/a)
• Customer referral scheme & generous employee discounts (average £1k p/a)
• 36 days of paid holiday including usual bank holidays, 3 days over the Christmas period and 1 extra day of paid leave available to volunteer
• Social events and team-building days
• Ongoing regular training and investment in your development (£2k p/a)
• Electric car salary sacrifice scheme & Cyclescheme salary sacrifice scheme
• Primary health plan including Westfield rewards (£1k p/a)
• Company pension scheme
• Initial industry standards fire training (£1k) and relevant manufacturer training
• Death in service insurance scheme
• 24/7 GP, Get fit programme. Mental health, financial and legal support.
• Progression opportunities as we continue to grow

This is a great opportunity to join a small, personal, flexible, loyal and growing company where you will be supported, appreciated and rewarded accordingly. Be sure to ‘meet our team’, and check out what they say on our careers page.