Our client is a market leading company providing retail installation solutions, nationwide. We are currently recruiting for a Service & Maintenance Manager, who will be responsible for day-to-day management of the service and maintenance function across EAS, CCTV, Footfall Analytics, and Digital Signage systems.
Key Responsibilities
Team Leadership & Management
- Oversee, support, and mentor a team of 8 field engineers delivering service and maintenance works.
- Manage daily scheduling, task allocation, and prioritisation of reactive and planned maintenance jobs.
- Conduct regular performance reviews, field audits, and coaching sessions to maintain technical and service standards.
- Lead daily/weekly operational check-ins with the engineering team.
Service Delivery & Operational Performance
- Ensure all service requests, faults, and maintenance tasks are completed on time and in line with SLAs.
- Monitor and drive key metrics such as first-time fix rate, callout response times, job closure rates, and customer satisfaction.
- Manage job escalation processes and act as the first point of contact for complex or high-priority issues.
- Ensure accurate job notes, reporting, and system updates from the engineering team.
Other Responsibilities:
- Customer Relationship Management
- Planning, Scheduling & Administration
- Quality, Safety & Compliance
- Continuous Improvement
Required Skills & Experience
Essential
- Experience in a service management or senior engineering role within EAS, CCTV, security systems, digital signage, or related technical environments.
- Strong leadership skills with the ability to motivate and support field engineers.
- Excellent organisational and scheduling abilities in a fast-paced environment.
- Strong customer service and communication skills, including managing escalations.
- Solid understanding of SLAs, planned maintenance, and reactive service delivery.
- Proficiency with service management systems or job tracking tools.
Desirable
- Technical qualifications relating to security or digital technologies.
- Experience working with retail sector customers or multi-site operations.
- Knowledge of KPI reporting and service performance dashboards.