North West London, London
Up to £45000.00 per annum
about 1 month ago
Location: North-West London
Salary: £45,000 + Company Car + Pension + Benefits
My client is are a market leader in the design, installation and maintenance of electronic security systems (CCTV, Access Control & Door Entry). They have been established for over 50 years and have gone from strength to strength. Due to their continued success a new vacancy has arisen for the position of Service & Maintenance Manager.
The primary focus of this role is to provide day to day management of the maintenance department with responsibility for Health and Safety, Quality, Customer retention/satisfaction, small works and financial performance including management of the P & L. Team performance will be managed through a number of key performance indicators including first time fix, response times, customer complaints, invoice disputes, generation of sales leads and financial performance against budget. Customer complaints and attrition require proactive management with the root causes being identified and addressed to prevent future reoccurrences. The maintenance manager is responsible for achieving budgeted Maintenance
To achieve and exceed annual budgeted revenue and margin as set by the directors of the company.
Ensure the timely and accurate completion of engineers time sheets, XDAs and other relevant documentation in line with agreed procedures
To provide a timely and professional response to customer complaints and credit control disputes (written, verbal or through site attendance) ensuring customer satisfaction is maintained.
The six monthly completion of engineer and contractor audits to ensure adherence to health and safety, quality standards, professionalism and company defined procedures including ISO9001:2008.
Regular assessment and management of team and individual performance through KPIs, customer feedback, audits and general observations to ensure that the company meets its contractual obligations.
Manage the team to achieve the companies expected response times, first fix and productivity rates.
Motivate the engineers to work together to achieve the companies goals
Team Training and development
To ensure the provision of out of hours callout cover, being the point of escalation in the event of engineer or customer escalation (arranging cover in your absence)
Manage the fleet of company cars to include congestion charging, Insurance, replacement vehicles and car hire. .
Management the maintenance team to generate agreed numbers of leads for new maintenance contracts and Day works
Management of the maintenance team to ensure adherence to company policies
Technical review of quotations as required