IT Field Service Team Leader

2 weeks ago

Newcastle Upon Tyne, United Kingdom Cerco IT LTD Full time

Our prestigious client is looking for an IT Field Service Team Leader to join their expanding team.

This role attracts a basic salary of £26'650 with a £900 outer London a dditional payment.

**Purpose of the role**

To drive up SLA performance within the team, improve the attendance times on customer sites and drive efficient performance within the team.

**Main Tasks and Objectives**
- To assist with the motivation and drive of a team of engineers (field service engineers (FSEs) and senior field service engineer (SFSEs) to maximise productivity/performance.
- To assist with the effective management of resource levels (rota, holidays, overtime) to ensure delivery of services to meet SLA services levels.
- To be first point of contact and owner for escalations both from and to the FSEs and SFSEs in the team which they lead.
- To mentor new engineers and longer serving engineers with little or no experience of Vista products/services.
- To be fully aware of all Company/departmental policies and procedures and to ensure that all the team comply with the requirements.
- To take effective corrective action with team members to achieve desired outcomes/results.
- To ensure that effective communication channels are in place with the team - e.g. one to one meetings, daily telephone contact etc.
- To undertake performance discussions and development reviews for all team members.
- To look for opportunities to develop staff and to provide a motivating and positive work environment on a consistent basis.
- To assist in the recruitment process for new staff and to be the key mentor for all new engineers joining the team regarding the field based requirements, once the initial training has taken place at the Cardiff office.
- To handle or assist with challenging staff issues in accordance with Company policies and procedures and advice from HR - e.g. Absence issues, disciplinary matters etc.
- To translate Company strategy and communications into meaningful targets for the team and to communicate effectively on an ongoing basis with all team members.
- To delegate work to others as required.

**- **To maintain and support customer’s equipment in line with their Service Level Agreements (SLA), to maintain the customer’s equipment according to servicing specifications.** - To work in a professional and courteousmanner, liaising with the customers to ensure open communication. Meeting the customer’s needs for escalation and following issues through to conclusion, keeping the customer informed at all times.**:

- To ensure FSES and SFSEs maintain adequate car stock levels to achieve the above levels, all faulty parts returned to Cardiff within three days, the correct packaging used with a completed fault label. This will also include auditing activities.
- Responsible for ensuring all FSEs and SFSEs adhere to the Company’s health and safety policy, raising issues concerning health and safety to the field service manager where applicable.
- Responsible for carrying out vehicle management checks when meeting FSEs and SFSEs that the team leader is responsible for, to ensure that damage is reported and checking all the factors that contribute to the vehicle safety of the driver - oil, water,servicing, lights, tyres, cargo nets and also to ensure that the vehicle presents the right image in being clean, tidy and presentable in sight of the customer.
- Responsible for overseeing call management and allocation to team members and supporting other regions’ engineers when required to ensure we are meeting the customers’ SLA. Escalating technical and non-technical issues where appropriate and being part ofthe company’s escalation procedure when required.
- To provide, where necessary, a communication link from the FSEs and SFSEs to other areas of the business.
- All paperwork to be completed accurately and legibly and then forwarded to Head Office in a timely manner allowing them to be used in performance and invoice reporting.
- Liaise with senior management on issues that affect the performance and budgetary requirements of the organisation.
- Carry out other duties for which you may be call up from time to time by the management team.
- To deputise for other team leaders or the field service manager when requested.

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