[Hiring] Regional Service Manager @Clymac

Role Description

This role involves delivering a first-class efficient, reliable, and operationally effective regional service team, building and developing the existing customer service base, ensuring maximum revenue generation whilst maintaining best-in-class health and safety compliance.

• Responsible and accountable for the operational service delivery in your region
• Meet PPM compliance targets and ensure adherence to corrective SLA’s of the customer and the NSI
• Ensure sufficient and efficient resourcing of suitably skilled and qualified engineers
• Conduct performance reviews of all regional engineers and competency reviews to support training requests
• Manage Lead Engineers to deliver a first-class service to all customers
• Manage the scheduler(s) for efficient labour deployment on a postcode analysis and forward planning basis
• Ensure scheduling teams adhere to KPI’s set for customer communication
• Achieve first-time fix rates of 85% within the region
• Maximise revenue generation of engineers, meeting or exceeding targets set for each engineer classification
• Conduct service docket reviews for every completed engineer job per day
• Weekly reporting on engineer performance and customer service delivery
• Review department commitment regularly for optimum utilisation of resources
• Audit and authorise service department running costs
• Act as escalation for customer needs, complaints, and concerns
• Provide input for quotations and solutions for effective repairs
• Monitor Health and Safety Compliance
• Ensure Environmental Compliance
• Chair and hold regular management team meetings
• Manage aged calls ensuring backlog is managed in accordance with company targets
• Ensure diligent use of customer portals across the regional service team
• Complete management of subcontractors utilised within the region
• Ensure clarity of expectations for customer service and productivity
• Take ownership of all customers in relation to service delivery

Qualifications

• Good all-round knowledge of Fire and Security Systems
• Line Management experience (Essential)
• Technical background in the electrical/electronic industry (not a deal breaker)
• Experience of front-line customer contact preferred
• Self-motivated and able to organise workload
• Highly organised, professional, and computer literate
• Full UK Driving Licence

Benefits

• Basic Salary – Competitive
• Car or Car Allowance
• Pension Scheme
• Life Assurance 4x Salary
• Paid Referrals Scheme (up to £1,000 per successful candidate referral, unlimited referrals)
• Paid Holidays plus Bank Holidays (25 days standard plus Bank Holidays)
• Mental Health & Well-being scheme
• Access to continued training at the Marlowe Academy
• Development & Progression opportunities

Company Description

Since 1992, Clymac has delivered fully integrated fire systems with a focus on outstanding customer service.

• Pioneering products and solutions combined with highly skilled people
• Provides a competitive, well-engineered service that supports the day-to-day needs of businesses
• Works with like-minded organisations that share the same values and morals