Service Manager, Leeds

Salary: £35,000 to £48,000 per annum, depending on experience

Closing Date:

We are seeking a highly motivated and experienced Service Manager to join our dynamic team. The ideal candidate will have a strong background in security systems and possess a minimum of 5 year’s technical experience in an engineering role.

Job purpose: To ensure management of and compliance to all service works across a large customer base.

The position:

• Full-time, 40 hours per week

Gough and Kelly value hard work and commitment, and in return, we are committed to giving back to our employees. We have an excellent and ever-growing benefits package to set you on the right path from the day you join us:

• Competitive salary – up to £35,000 to £48,000 per annum, depending on experience
• Company lease vehicle
• Enhanced sick pay
• Holiday entitlement – increasing to 24 days with length of service, plus 8 bank holidays
• Employee Assistance Programme (EAP)
• Private Healthcare Scheme (with length of service)
• Employee Benefits Programme (with length of service)
• Ongoing training and opportunities for professional growth and development
• The chance to work with the latest security technologies
• Pension Scheme
• Cycle to Work Scheme
• Company social events

Main duties:

• Service of security systems within the specified region through the effective management of others. This will include but is not limited to the following:
  
  
  • Ensure customer queries are dealt with in a timely manner and compliant to customer SLA
  • Assist with technical queries from Engineers and Account Managers
  • Manage the coordination of engineers, overseeing the scheduling to ensure compliance to all customer SLAs for attendance, first fix and completion timescales
  • Audit completed calls to an acceptable written standard. I.e. parts/equipment to be purchased
  • Carry out Service Desk audits and processes every 6 months
  • Upon completion of any service calls or take over, ensure all certification is issued within specified timeframe and all required paperwork is received from the engineer
  • Monthly view with all Operations Managers, Technical Director and customers
  • Overseeing that all calls are completed, and billing is correct
  • Overseeing that all purchased products are reconciled and accounted for
  • Overseeing that all estimates are produced to standard in customer SLA’s
• Carry out field-based mentoring and training for all engineering staff in line with their training and development plan
  
  
• Provide the first escalation point from the engineers, in and out of core working hours
  
  
• Provide effective communication in all media, both internally and externally, to ensure SLA’s are met and information is available where and when needed within remit.
  
  

Gough and Kelly are an equal opportunities employer. We are committed not only to our legal obligations but also to the positive promotion of equality of opportunity in all aspects of employment.