Fire & Security Area Service Manager

2 days ago

Edinburgh, Edinburgh, United Kingdom Protec Fire and Security Group Full time £40,000 - £80,000 per year

Protec Fire and Security Group/A Bosch Company have an opportunity for a Fire and Security Area Service Manager in Scotland.

The Area Service Manager is responsible for managing day-to-day service operations within a defined area. The role ensures that service delivery meets SLAs, customer expectations, and company standards while supporting the Regional Service Manager in operational, financial, and team objectives.

Key Responsibilities

  • Operational Management

Manage and coordinate service operations across the assigned area to ensure SLA compliance.

Allocate and schedule engineers effectively to meet service demand.

Monitor service performance, including first-time fix rates, response times, and efficiency.

Implement local process improvements to optimize operations.

  • Team Leadership

Supervise engineers and service staff in the area, providing coaching, guidance, and performance feedback.

Support training and development initiatives to ensure staff competence.

Promote a culture of safety, accountability, and operational excellence.

  • Customer & Account Management

Maintain close contact with clients within the area to ensure satisfaction and address issues promptly.

Handle day-to-day escalations and resolve operational problems efficiently.

Support service renewals by ensuring high-quality service and client engagement.

  • Financial & Compliance Responsibilities

Monitor area-specific budgets and control operational costs.

Support the Regional Service Manager in achieving area Gross Margin (%) and EBIT targets.

Ensure adherence to regulatory, safety, and technical standards

  • Onboarding & Service Contracts

Support onboarding of new clients in the area, ensuring smooth transition and initial service delivery.

Assist in contract renewals, providing operational insight and supporting customer engagement.

  • KPIs & Reporting

Track and report on area operational KPIs, including SLA compliance, engineer productivity, and customer satisfaction.

Provide regular updates and insights to the Regional Service Manager.

  • Engineers Overtime & Resource Management

Approve local engineer overtime in line with operational needs and budget.

Adjust staffing and resources dynamically to maintain operational continuity.

Key Skills & Competencies

  • Strong operational and team management skills.
  • Excellent problem-solving and customer service abilities.
  • Knowledge of fire and security service operations and compliance standards.
  • Ability to make quick operational decisions and manage multiple priorities.
  • Effective communication and interpersonal skills.

Qualifications & Experience

  • Relevant technical or engineering qualification in fire, security, or related field.
  • Experience managing field service teams or multi-site operations.
  • Familiarity with service contracts, renewals, and client relationship management.

KPIs / Performance Metrics

  • SLA compliance and response times
  • First-time fix rates
  • Engineer productivity and efficiency
  • Customer satisfaction within the area
  • Budget adherence and contribution to GM (%) & EBIT

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