Service Engineer Supervisor

Overall Purpose of Role

To ensure customer and business needs are met, support Service Engineering teams across the UK to a professional standard.

Work Environment & Requirements

This is a role that combines remote and office-based work. You will be reporting to the Middleton branch of Heras and will need to travel to customer sites across the UK to provide support to Service Engineers and customers on site. The role will involve a considerable amount of driving, and you may be required to stay overnight occasionally, as well as visit sites on short notice to ensure that we fulfill our commitments to customers. Additionally, you will need to be part of the on-call rota.

General Description Task Related

• Being accountable for the H&S standards of the engineering team
• Develop the engineering team to gain a thorough and detailed understanding of product knowledge,
• mechanical functions and existing control software to provide effective solutions for automation equipment including gates, barriers and turnstiles.
• Assist office team in organising workflow, parts and spares and ensure engineers understand their duties and tasks.
• Utilising SMART KPIs to ensure targets are met.
• Carry out site surveys to customers needs.
• Ensure van stock levels within your team are maintained to expedite efficiency of service delivery.
• Ensure van stocks are accurate within the companies ERP systems with regular stock takes
• Ensure the team are completing all necessary service reports and associated documentation.
• Attend all training courses and meetings as required.
• Maintain a professional appearance and manner at all times, consistent with client and company expectations to ensure that HERAS is consistently promoted in a positive way.
• Relationship builder with customer/client to instil confidence in knowledge and expertise that builds opportunities to increase sales.
• Ensure all duties are performed to the best of your ability as a 'Lead by Example' to the Service Engineers.
• Help reduce cost within the service department i.e. overtime reduction, driving time v s working time efficiency, mean time between failure (MTBF) and first time fix.
• Identify training for new team members and support on delivery.
• Monitor engineers during the course of your regular work to ensure that competence levels are maintained and development plans implemented.
• Support the Service Manager to drive SMART KPI improvement and professionalism.
• Support office staff with technical knowledge.
• Provide technical support to the Service Engineers over the phone, or when necessary in person.
• Liaise with the Service Manager regarding engineering issues that have been reported.
• Ensure that any issues reported are dealt with within an acceptable time frame.
• Maintain regular contact with all engineers.
• Manage the on call rota between engineers.
• Carry out any other duties as required/instructed.

Skills, Qualifications & Training:

Essential:

Good working level of ICT skills on applications such as Excel, Word and Outlook

Full UK Driving License

Electrical / Mechanical Engineer qualification or both. Ideally HNC level and/or EE 17th Edition Qualified

High level of Electrical/Mechanical fault finding

Previous experience leading a team of engineers.

DHF safety in automated gates & traffic barrier

Desirable:

Control/Electrical/ electronic or software field

Wealth of industry-specific experience

Management qualification

Personal Skills:

Essential:

High level of attention to detail

Effective communication skills

Good organisation skills with the ability to prioritise workloads.

Good interpersonal skills with the ability to build effective relationships.

Committed to delivering the utmost service/support to the business and our customers

Ability to problem solve on all levels

Able to work as part of a team

Ability to meet deadlines

Positive attitude, open minded and true team player

Pragmatic in approach hands on and results driven

Inquisitive and solutions focused

EXPERIENCE:

Essential:

Wealth of experience working within a similar role

Good at building working relationships

Practical approach to work and problems

Desirable:

Experience within the construction or engineering industry

Good knowledge of perimeter protection products ESG