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Service & Support Manager

Techniche Global Ltd
Closing date
7 Jul 2022

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Contract Type
Full Time
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Hybrid Working (home based and office based 2/3)
Office locations can either be Essex or Kent
£55-60k + 10% Bonus
Benefits include 12% combined pension, Private medical, life assurance etc

Techniche are working with a Global Technology Engineering Organisation. Supporting them with appointing a new Regional Technical Support Manager.

This role will be focused on Engineering and Technology support services to the Oil & Gas and Energy sector.

The role will be overseeing the commercial management and operational client management of an established Service & Support Team. The team of 20-25 engineers support customers across Europe and the UK. Customers sites include onshore refineries, energy plants and gas installations. As well as more harsh environments such as offshore platforms and marine vessels.

This role has responsibility for the Support and Services projects and activities with a focus on growing the support business, whilst balancing the needs of the customers with the needs of the business. To provide direct line management for the support and Services Technical Managers to whom the Field service engineers report.

Job Requirements:

* To provide operational management of the Support teams based in Maldon and Tunbridge Wells, which will include but not be limited to the following roles and responsibilities: -

* Planning of local resources for Site Service and Support Contract work scopes, working in conjunction with Project and Engineering Department teams, ensuring that adequate human and material resources are made available to the Site Service projects

* To actively seek to build and enhance an overall Support team ethos across the Support department.

* The preparation and maintenance of resource schedules/plans to reflect order intake and projected workloads.

* Ensure the debriefing of Field Engineers following completion of Site Visits ensuring the circulation of site reports and general communications within the rest of the Support and Services organisation.

* Participation in the negotiation of Site Services and Support contracts and any subsequent contract variations with the client. As well as working with the Sales & Applications department to provide updated proposal and contract information.

* Ensuring the timely receiving, acknowledgement and processing of Site Services and Support purchase orders by the Commercial team, and verification of the contract documents with the quotation, identification of any discrepancies with the order documents and quotation and taking the appropriate remedial action.

* The management of Project Costs Reports (PCR's) for Site Services Contracts recording man hours, materials and expenses and the forecasting of additional labour, Invoicing, Work in Progress and Order Intake.

* Monitoring progress of the Site Service contracts against clearly defined project budgets and notifying of any risk areas that may affect the contract margin to the Head of Support, with the development of an appropriate risk mitigation strategy.

* Attend Contract review meetings with the clients as required.

* The preparation of the quality & functional safety management plans for the Scheduled workload.

* Maintain all contract files and records etc. appertaining to all Support projects, work scopes, and other works undertaken by the support team with your charge.

* Ensuring all invoicing and related activities are completed by the Commercial team, in accordance with contractual agreements, customer purchase order requirements, and stage payments as defined in project quotation documentation using the Company Business Management Systems.

* To ensure the evaluation, of all contractual and commercial aspects of Site Services and Support orders, by the appropriate C&N resource with the identification of any client changes or delays providing feedback to the client accordingly.

* Manage the 24/7/365 Support system to ensure the system is kept up to date and that all SLA are met by the support teams.


* Experience in the Project Management, Technology / Engineering, Support and Maintenance Contracts.

* Proven Project Management/ Contract Administration track record in an Engineering environment.

* Line management and mentoring of team members.

* Oil and gas industry experience preferred. (Other similar industries considered: Utilities, Energy, Engineering, etc)

* Cultural awareness

* Qualifications:

* Degree or similar qualification in a relevant engineering discipline.

* Strong interpersonal skills with the ability to develop and maintain positive relationships with customers at any level of the organisation.

* Computer literate, with experience of Microsoft Office applications.


* We are actively looking to recruit a Support and Services Manager, at the earliest opportunity, who is a "team player" with a positive attitude, and a flexible approach to work, whilst being able to work on their own initiative when required, who have an appetite for self-development and career advancement.

* Occasional travel to other Company Locations and/or customer facilities may be required.

* This role requires the individual to be proactive and flexible in their work pattern in order to meet the demands of the business and those of our clients. A willingness to be part of an integrated cross site support network providing client support to business and mission critical applications around the clock.

For more information please call Maciej at Techniche Global
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