Fire & Security Regional Service Manager

• 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.

Better places, thriving communities.

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.

What Are We Looking For

• 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.
• 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.

Our market-leading offering provides you with benefits that suit your lifestyle. We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans. When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices! We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie). We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000! Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you. We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Benjamin Webber at

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

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