Responsibility for the day to day management and supervision of mobile engineering team to ensure operational performance of contracts within designated region. Ensuring efficient and high standard of delivery of services within contractual KPI's through the mobile engineering team, co-ordination with helpdesk. Develop mobile engineers while acting as the first point of escalation for Account/Contract Managers and Helpdesk.
Key elements to successfully carrying out the role will be:
A professional and friendly disposition.
Ability to work through a technical problem to resolution.
Ability to supervise and manage a team in delivering world class service to clients.
A good commercial understanding of both contracts and overall business requirements.
A 'can do attitude' ethos to ensure that all tasks within your team's capabilities that can be achieved while on site are completed in a timely manner.
Key Responsibilities and Accountabilities
My client is committed to the very highest standards with regards to all aspects of Quality, Safety, Health and the Environment. The holder of this role will need to respect these requirements and endeavour to meet these very high standards.
Ensure all statutory requirements are met and that there are no exposures to health & safety issues as they relate to the role
Provide a safe and healthy working environment, ensuring compliance with all Company policies and procedures, as well as client site policies, procedures and working arrangements as required.
Ensure that engineering teams are appropriately supervised, and comply with contractual commitments, and site operating processes.
Comply and co-operate with any reasonable request made by the Company to allow it to fulfil its legal and moral duties in respect of health and safety matters.
Conduct tasks in a safe manner and follow the requirements of any instructions or safe systems of work provided.
Ensure awareness of site procedures in addition to my clients own, and that any contradiction is covered by assessment and permission prior to proceeding with any work.
Ensure any other employees and/or sub-contractors under their direction are instructed in relation to any safe systems of work.
Report any hazards which cannot be rectified immediately to the appropriate person for action and if necessary take immediate remedial action to temporarily safeguard against the risk of injury or damage.
Ensure all accidents, dangerous occurrences or near misses which occur in area of responsibility are reported via the AIR-Line system, investigated and recorded.
Ensure no new equipment or substances are brought onto Company premises or obtained for use in the field, before permission has been granted and any necessary assessments have been conducted.
Attend health and safety meetings as and when requested.
Ensure that all personal protective equipment is used, maintained and stored in the correct manner.
Ensure all equipment and facilities under their control are maintained in safe working order without risk to health.
Ensure all defective equipment or facilities are repaired or replaced where necessary and that these items are taken out of use until such time as the repair or replacement has been carried out.
Ensure compliance with all emergency arrangements communicated to you
The Mobile Service Delivery Manager is expected to uphold the highest standards and professionalism in all aspects of their work. A keen eye for detail and can do attitude is essential to ensure that our Planned and Reactive maintenance are completed to the highest standards and with an excellent 'First Time Fix' ratio.
To co-ordinate and manage the operations of the regional engineering teams ensuring full utilisation of all resource including call out rotas, holidays and sickness.
Ensure that planned maintenance is carried out to all building plant, equipment and systems to meet and exceed expectations and agreed service level agreements.
Ensure that comprehensive maintenance records are kept utilising Concept, FSI Go and any other tool or system as may be in use from time to time
Ensure that adequate 'stock' of common spares is maintained as required to carry out routine tasks within the contracts.
Ensure additional spares are ordered in line with the company processes ensuring records are kept with associated Work Orders
Ensure timely closure of all WO's (Planned and Reactive) ensuring all necessary details, records, receipts, certification, costs and hours are booked against the relevant tasks.
Supervise and support small installation works, repairs to building fabric, and handyman duties.
Training, Development and Qualifications
We care about the development of our Technical people and encourage them to learn and strive to become 'capable of more'. We recognise increased skillsets and capabilities in key areas through additional payments for performing tasks that add value to our organisation
Act as mentor for Engineers in their Personal Development Plans.
Ensure that all qualifications required for the performance of the roles within the team are kept up to date at all times
Manage personnel files ensuring copies of any certificates of qualification are held within the personnel files as they may be required from time to time.
Complete any training deemed appropriate by the company including any on-line courses as well as those requiring physical attendance. These may include but not be limited to H&S, first aid, safe systems of work etc.
Agree with your line manager your personal goals and training requirements
Undertake the company appraisal process with your line manager annually with an interim 6 monthly review.
Undertake the company appraisal process with your team annually with an interim 6 monthly review.
Good, clear and timely communication is a key contributing factor to our success as a company both reputational and commercially.
Communicate promptly with the Helpdesk and contract management in all matters regarding the Work Order Process, including acceptance, attendance and completion of all tasks
Escalate via the Helpdesk or the Account Manager/ Director any issues that may arise that effect:
o A safe working environment
o Your ability to complete a task
o Your ability to perform your duties to the highest standards
o Issues or concerns about a team member
o Deficiencies in tools or equipment
o Any temporary fix that will need a re-visit
o Anything which you become aware of that will have an adverse effect on a Client
o Any issue which is detrimental to the good reputation of the company
Ensure all relevant contractual documentation and paperwork is filed on the relevant platform (Concept or central drive) including but not limited to Task management, certification, invoices, quotes, and performance and Compliance information
Develop and maintain excellent team relationships based on open and honest communication
Develop the team, coaching, mentoring and encouraging all team members
Act as Key Point of contact for all other managers concerning the delivery of work for the Clients or Client organisations
Working with other Operational managers to ensure the collaborative development of the business, effective team working, and support to colleagues
Adaptable to change
Commitment to my clients success
Creative and effective reaction to operational issues
Good Team Player
Diligent and trusted to complete work to the highest standard
A suitable technical qualification commensurate with the role....
Strong understanding of Technical Services Infrastructure.
Strong background in Technical Facilities Management with an electrical/ mechanical bias.
Minimum 3 years' experience
Sound understanding of H&S, Environment, QA procedures, and experience of supervising and developing operational teams.
Broad knowledge of computerized FM and maintenance management systems.
Good level of IT skills - MS office and associated technical software.
Experience of supervising an engineering team to achieve the improvement in standards from Great to Brilliant.
Excellent verbal and written communication skills.
Ability to develop solutions to new problems as they arise, including effective planning and 'win win' solutions. Owning and maintaining issues, demonstrating management skills and capabilities.
Ability to influence and hold a position in a debate, commanding credibility and managing expectations attending contract client meetings representing his/her region.
An excellent team player and leader with the ability to "set the tone" for the team and drive all persons in a positive and proactive manner.
• Proactive, flexible and willing attitude.
• Team player.
• Understands client's business and drivers.
• Excellent communication skills at all levels.
Personal and Team
• Create, own and manage personal development plan.
• Maintain personal engineering knowledge in line with current standards and changing legislation.
• Manage all direct reports effectively in line with management responsibilities and HR policies and procedures.
• Ensure that adequately skilled and appropriate resources are available to meet the requirements for maintaining the relevant contracts.
• Able to work within a matrix management environment developing a team approach with all specialist support staff and direct reports as well as being able to contribute to overall team objectives.
• Effective communication.
• Manage Appraisal and Development program to include training and succession planning