Installation Manager

The Installation Manager will report directly to the Technical Operations Director. This role will have responsibility for leading our team of Install engineers to deliver key projects to meet quality, time, and cost constraints. This role will provide mentoring, leadership, and direction to team members, as well as ensuring the quality of the team’s output is of a consistently high standard. In managing the Install team, this role will be responsible for ensuring the delivery of an exceptional customer experience, meeting our customer’s Service Level Agreements (SLA) in Ireland and across Europe.

The successful candidate’s primary responsibilities include leading daily installation activities to ensure they occur in a timely and satisfactory manner. The ideal candidate will be highly experienced in providing excellent customer service and coordinating technical resolutions. This role will work between our customer sites, and in office.

A good working relationship across departments is important for this role. You will be an effective partner across all functions within Netwatch organisations to deliver associated new products in line with divisional pipelines. The Installation Manager will be responsible for overseeing all Health & Safety activities, ensuring full compliance with relevant regulations, maintaining accurate documentation, and promoting a strong culture of safety across the installation team. The Installation Manager will be an excellent motivator and an ambassador of the Netwatch Values, with thoughtful leadership and strong people management skills to ensure both team and individual objectives are achieved. The successful individual must possess strong leadership skills, proven ability to coach and mentor individuals in technical skills and people development areas. The individual should enjoy working in a dynamic and results driven team-based environment with flexibility essential.

Key Responsibilities

• Project manage installations for clients, liaising with the client and internal stakeholders, including the Sales Director and the Onboarding and Commissioning Manager to ensure key deliverables are met.
• Complete site surveys for complex projects to gather Client requirements and manage expectations.
• To provide post installation support for the successful new system onboarding.
• Travel when and as required to client sites for surveys, installations, and post installation support as required.
• Work closely with the Technical Operations and Stores teams, ensuring time is managed efficiently and jobs are prioritised correctly and stock is readily available in Ireland and across Europe.
• Manage the performance, development, and engagement of the Install Engineering and Admin team through regular coaching, mentoring, objective setting, and performance reviews.
• Monitor and report on installation KPIs, SLA performance, project delivery metrics, and resource utilisation, implementing corrective actions where required.
• Drive continuous improvement initiatives across installation processes, procedures, and customer experience to improve efficiency and service delivery.
• Provide direction to the team in complex or difficult situations, remove obstacles, assign appropriate resources and interface with other functions to assist with issue resolution.
• Manage daily scheduling and assigning resources and equipment to meet customers’ needs. Host scheduled meetings with representatives from Operations, Sales, and Finance twice weekly minimum.
• Coordinate the installation of Netwatch systems to the highest standards within predefined budgetary controls and KPIs.
• Designs, develops, and implements solutions for system installations, upgrades, repairs, and change outs.
• Coordinate all plant, equipment and stock through Netwatch Procurement and Stores.
• Promote additional revenue opportunities – maintenance contracts, system upgrades etc.
• Provide troubleshooting and technical support to Netwatch customers via phone, email, and face to face for all new/additional installs.
• Responsible for the integration, scheduling and supporting the Netwatch apprentices as their in-house phases align.
• Participate and represent the function at required business forums.
• Provide technical resolutions and support to other departments to ensure best in class customer service, e.g. Service, Sales, and Communications Hub.
• Deliver Technical Training to Sales/Engineers to ensure continuous upskilling and sharing of knowledge.
• Support with Health and Safety compliance requirements for the team including method statements, risk assessments, driver safety, in-house and external H&S training.
• Support internal departments and customers of larger accounts including site surveys, onsite meetings, and resolution of technical issues.
• Delivery of Ireland and Europe based installations and associated project management.