Area Service Manager

4 days ago

Liverpool, Liverpool, United Kingdom Protec Fire Solutions ANZ Full time £45,000 - £75,000 per year

Typical 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.

Person Specification

Candidates shall be able to demonstrate the necessary qualifications, experience, skills, and traits to meet the requirements set below. Requirements for the role shall be evidenced on the application form and in the interview process. Please use the following as guidance when completing the further information section of your application form.

Qualifications
Qualifications Essential / Desirable To be identified by Relevant technical or engineering qualification in fire, security, or related field. Essential Application

Experience
Experience Essential / Desirable To be identified by Experience managing field service teams or multi-site operations. Essential Interview / Application Familiarity with service contracts, renewals, and client relationship management. Essential Interview / Application

Skills / Abilities
Skills / Abilities Essential / Desirable To be identified by Strong operational and team management skills. Essential Interview / Application Excellent problem-solving and customer service abilities. Essential Interview / Application Knowledge of fire and security service operations and compliance standards. Essential Interview / Application Ability to make quick operational decisions and manage multiple priorities. Essential Interview / Application Effective communication and interpersonal skills. Essential Interview / Application

Other
Other Essential / Desirable To be identified by Enthusiasm and willingness to learn. Essential Interview Flexible in approach to working hours. Essential Interview A full and valid driving license. Desirable Application Commitment to confidentiality and data protection. Essential Interview

Accreditations

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