Job Overview

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.
• Ensure compliance with all Legal and Regulatory requirements.
• Support the business Service strategy and to deliver the required customer service and financial performance.

Main Duties

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