Technical Supervisor

Technical Supervisor

£26,000 + Benefits

Harlow, Essex: Primarily London & South East, but UK also

Business Area: Security Department

This is an office based role that requires essential experience working with CCTV, Access Control
and Door Entry. Fire & Electrical knowledge and experience would be a bonus. It is also essential that you have worked in the Social Sector.

You would need a track record of dealing with Engineers and Service Desk Operators.

Role Overview: Main Purpose:

Days will be subject to change in accordance with daily requirements and the development of
the role

Support of stores & engineering component delivery, to increase picking and order accuracy, minimise incorrect part ordering and delivery.

Improve logistics and reduce time between 1st visit and fix, relating to accurate stock ordering and KPI delivery.

Support implementation of "regional store hub" delivery and collection

Oversee and manage engineer process compliance with both delivery and collection (of faulty parts) relating to store hub

Improve (downtime) the time between 1st visit and 2nd visit fix (KPI) by correct analysis of initial service visit

Engineers training gap analysis. Highlight engineers who would benefit from additional training support

Optimise utilisation and productivity of engineers by correct selection of engineers, support and training

Engineer training - identify, arrange and implement

Assist Service Desk administration to correctly manage and deal swiftly with daily "Further Works" and WIP

Assist with integration of new contracts

To ensure service engineering is delivered to a high standard, meeting client and company expectations with a high first fix rate and low recall rate

Undertake review the quality of engineering repairs to ensure they are to an acceptable standard

Negotiate with client on any additional (small / further) works required, further to engineering attendance

Liaise between organisation (office) and operations (engineering) staff - to help provide harmonious working environment and relationship

Improve productivity and profitability by implementation of suitable systems

To remain customer focused in all activities to ensure maximum business return.

To ensure the highest levels of quality standards are met and delivered to our clients.

Consultation with manufacturers and suppliers for technical advice and development

Key Performance Areas:

To influence and improve our service and maintenance process through effective communication To secure additional business through existing client relationships.

Improve 1st and 2nd fix rate

Reduce downtime of clients systems

Improve relationships between office and field staff

Increase engineering capability and utilization

Field based engineer and client support throughout London and the South East (25%)

As required support in UK as required of the business

Not a role that is bound by "office hours" - the role will require input in accordance
with the project requirements for successful delivery

Key Skills and Knowledge:

Engineering excellence essential

Ability to influence and negotiate effectively

Operating in a technical supervisor role

Client facing relationship essential

Ability to manage people, including engineers, service desk, subcontractors and clients

Ability to remain calm under pressure and reprioritise when necessary.

Excellent planning and organisational skills.

A genuine commitment to delivery, quality and excellence in all aspects of engineering
project delivery also a sound knowledge of H&S best practice

Key Internal Relationships: Service / Security Manager / General Manager / KPI Manager / Senior Engineers / Engineers & subcontractors / Small Works Manager / Stores & engineering component delivery