Job Reference: VS1923     |    Job Position: Full Time

Job Title: Technical Services Manager  

Department: Customer Services Team

Reporting to: Operations Director  

Hours of Work: Full Time Hours  

Location: Field Based

Role Purpose:

Manages the Service Department Engineering Teams, including customer service interactions, mentoring and repairs. Provides the highest level of customer service with a sales-minded attitude while developing lasting customer relationships.

Main Responsibilities:

  • Effectively manages team members, including Supervisors and Engineers, to ensure team objectives and goals are being met.
  • Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally
  • Assists with or performs administrative tasks (Creating and checking reports etc.)
  • Develops working knowledge of industry regulations, restrictions, and laws, and ensures service department adheres to all regulations
  • Works with the Operations Director to analyses data for root causes for and failures against business and client KPIs and SLAs
  • Provide assistance with service desk problems (technical and non-technical ) to increase productivity of engineers and customer service
  • Monitor department issues and client complaints to define patterns and work to lessen those recurring issues
  • Manage and complete engineering and installation audits to ensure the service being provided is  meeting all standards and that repair work is carried out effectively, correctly and thoroughly.
  • Oversees team members performing inspections, preparing reports and repairs. If necessary carries out these job duties personally to ensure highest quality of work
  • Main point of contact for client on all aspects of service delivery and technical queries.
  • Escalate issues to senior management when required.
  • Accountable for the organisation and implementation of engineering rotas and call out cover.
  • Manage team effectively to ensure that the required cover is being provided as per the contracted requirements.
  • Assist Sales Team with any quotations requested by the client by providing information when needed.
  • Carry out surveys of small works and any additional systems upgrades or changes in line with client requirements and expectations. Provide quotes related to these works as well as costs for service spares and replacements.
  • Ensure Customer Service Team keep all systems SSA/SMA’s up to date and current.
  • Investigate any prospects for innovation on site systems and bring this to the attention of the client and Sales Team.
  • Provide support for onsite Engineering Team and ensure that team requirements are being met; Health & Safety and Systems Training.
  • Training and Mentoring; Ensure all engineers training is in date and engineers are mentored to the industries best practices and Vindex Systems standards.
  • Organise and run regular engineering meetings and appraisals and deal with any actions arising.
  • Improving individuals skill-sets to reduce call escalations
  • Work with the Projects Team for smooth transition between departments (Paperwork, handover and site familiarisation)
  • Reviewing and approval of the team timesheets and overtime
  • The above list is not exhaustive but aims to provide a broad range of duties and key responsibilities of the post
Skills:

Must have two or more of the below:

  • Genetec Security Center – Enterprise
  • CCure L2 and Above
  • Axis Certified Professional
  • Milestone MCIT/MCDE
  • American Dynamics
  • Honeywell ProWatch
  • Honeywell Galaxy

Desirable

  • Cisco
  • HP
  • Microsoft

Experience:

Proven experience working in a similar role

Skills:

  • Demonstrated ability to manage several complex tasks concurrently and meet deadlines
  • Persistence and resilience on seeing project through to completion
  • Practical and hands on approach to delivering outcomes
  • Ability to form and maintain solid working relationships
  • Self-motivation and self-sufficiency, with excellent time management skills and ability to manage a demanding workload and conflicting priorities.
  • Ability to learn new information quickly and keep up with changing products and processes
  • The ability to communicate effectively and professionally, with the confidence to build working relationships at all levels, both internally and externally.
  • A logical approach to problem solving and the ability to generate ideas and solutions
  • Ability to cope with competing demands and to prioritise tasks
  • Ability to communicate clearly and effectively, both written and verbally
  • Excellent personal organiser and multi-tasker
  • Teamwork and collaboration
  • Problem solving
  • Customer service
  • Ensure that guidelines and standards of work expected by Vindex Systems are understood and met
  • Ensure that follow-up work requirements are referred back to the appropriate staff within Vindex to enable necessary action and recommendations to clients.
  • Maintain a professional appearance and manner at all times, consistent with client and company expectations, and in doing so help to promote the image of the Company.
  • Set a good example to colleagues by observing and obeying all company rules and regulations, complying with all site regulations, and safeguarding Company property.
  • Set a good example to colleagues by completing all necessary Company documentation punctually and in accordance with any guidelines or schedules issued (including Time Sheets, Expense Claims and Site Reports)
  • Observe and adhere to company health & safety guidelines and contribute to a healthy and safe working environment.

Applicants should be eligible to work in the UK and hold a full UK driving licence. This is a fantastic opportunity for someone with drive and determination to join our growing business. Please upload your CV below to register your interest.

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