Lift & Escalators Technical Support Lead

The Lift & Escalators Technical Support Lead (L&E TSL) is totally responsible for effective day-to-day functions of service delivery within the L&E function. Whilst remaining responsible for the overall successful completion of defects, reactive, remedial, and corrective activities, you will play a lead role in engaging with all L&E Service Providers employed by City. You will drive the relationship in a professional manner identifying ways to continually improve demonstrating City value of strives to improve and makes it happen.

You will proactively lead the engagement with the client, and all internal and external Stakeholders and suppliers in developing effective relationships and driving high levels of performance within City and its Supply Chain Partners. You will provide support to the L&E Manager at all times not withstanding periods of annual leave and cover. The on-time delivery and quality of the service to our customer is paramount and one that is completely reliant on the performance of our suppliers. A key aspect of your role will be to undertake a minimum level of audits upon those suppliers to evaluate effectiveness, quality, and assurance in all aspects of their undertaking on behalf of City. This will be inclusive of customer satisfaction at store level.

You will ensure that related aspects of quotes and value for money are maintained and in line with contractual and City Process and Procedures. You will ensure that all remedial tasks are correctly raised within Mercury and that all relevant data is contained and uploaded within the system to aid auding of any specific item. You will proactively identify favourable and adverse trends within performance data working collaboratively with the wider team, City business and suppliers to identify route causes with a focus on reducing the likelihood of routine failures that influence asset availability.

As a subject matter expert, you will act in the technical capacity regarding the acceptance of new assets, decommissioning of old assets and technical modifications or alterations or ongoing technical situations.

You will be a trusted advisor to the City team and to the customer providing insight and advice on areas of continual investment and improvement. Financially astute, you will be able to compile robust and compelling business cases for presentation to the client.

Key Accountabilities:

Process

• Manage statistical performance reporting through the use of Mercury and supply chain reporting systems.
• Maintain performance in line with or greater than SLA’s and KPI thresholds.
• Maintain document and data accuracy across the lifecycle of any remedial repairs that are raised to ensure legal and statutory compliance.
• Working in conjunction with the L&E / City wide team, drive supplier performance through the early identification of service performance risk considering early means of mitigation.
• Support the L&E manager and wider L&E team in meetings by the provision of performance data. This will relate to Supplier Review Meetings, Customer Performance Reporting Meetings or any such meeting where the information, knowledge or data for L&E that may be required.
• Maintain processes and procedures around financial approvals and quotations ensuring quotes are legitimately justified, value for money and approved in a timely manner.
• Cultivate plans from the supply chain to improve performance and reduce repeated failures.

People

• Collaborate with all internal and external stakeholder, customers, or suppliers in the execution of your duties.
• Provide direction and leadership to the wider L&E function and develop a culture of technical development with the function to enable improved self-delivery.
• As a hybrid role you will be expected to perform your duties as a minimum in line with this Job Description regardless of whether home or office based. Self-Leadership.

Performance

• Collaborate with wider contract operational leads to identify areas of improvement.
• Work with internal stakeholders and the client to develop service improvement initiatives that will improve productivity, performance, and profitability.
• Provide reporting to evidence analysis, conclusions and recommendations for improvements and ultimately improve the performance.
• You will be expected to achieve high levels of performance in ensuring remedial repairs do not exceed their completion due date (SLA) and where this cannot be avoided develop robust mitigation plans to limit store impact.

Other

• To undertake any other reasonable duties and / or responsibilities as may be required.
• It may be necessary from time to time to support additional account functions or service delivery.
• As one of two members of the L&E defect coordinator function, an overriding factor or your role will be the interaction with the L&E service providers employed by City. You will work proactively with them to demonstrate good, professional performance in the areas of defects.
• To actively participate in the department out of hours on call-rota as specified.

Financial Responsibilities:

Supporting the L&E Manager in the delivery of the operational budget. Be responsible for understanding the financial and commercial implications of your position and the impact this has on City and its Customer.  Supporting the development of new budgets and ways of working to be more financially cost effective.

People Responsibilities:

Through a matrix style of leadership and in direct support of the L&E Manager, direct, support and coach the Coordinator and Administrator functions to achieving higher levels of service. Take a direct approach to leading the team during periods of cover for the L&E Manager.

Knowledge, Skills and Abilities:

Competent with Excel and MI systems

Confident composing email and communicating across various levels.

Ability to work under pressure/ adaptable to change and pace.

Tenacity in driving change and performance in suppliers and internal stakeholders.

Ability to hold transparent, professional, and difficult conversations around matters of performance with City Stakeholder& Suppliers.

Exceptional Stakeholder Management skills to strengthen relationships.

Setting clear goals and expectations in the requirements of self and others.

Embraces the mentality of “keeping-our-promise “and encourages other to do the same.

Excellent influencing and communication skills.  Comfortable identifying, managing, and supporting senior stakeholders, both internally and externally, to gain commitment and advocacy for business improvement initiatives, transformational activity, programmes, and projects.

Comfortable dealing with ambiguity, operating and delivering within a fast-paced and changing business / market environment.  Able to demonstrate resilience at times of high pressure.

Able to demonstrate empathy and the integrity to deal with sensitive and personal information during times of change and business improvement.

Strong PC literacy, with experience in extracting, collating, and presenting performance data is essential.

Previous experience of using a CAFM system is desirable.