. JOB TITLE
1.1 UPS Service Manager
2.1 Service Division
3. REPORTING TO
3.1 Service Director
4. RESPONSIBLE FOR
4.1 UPS Service Team Leaders
4.2 UPS Service and Installations Engineers
6.1 To participate in determining the Service Division’s business strategy, significantly growing market share and profitability.
6.2 To lead, manage and develop the operational and technical capabilities of the UPS Service Division particularly in regard to the service / installation engineers.
6.4 Attend key customer meetings as required and monitor critical KPI’s for area of responsibility, ensuring that all contractual and internal arrangements are met.
6.5 Have a detailed understanding of customer requirements and implement improvements in on-going service delivery.
6.6 Have a complete understanding of the current IT system in order to optimise functional effectiveness and efficiencies.
7.1 To be responsible for the health, safety, and welfare, motivate, lead and provide clear direction to all reports ensuring that they all understand the role they are expected to play in achieving Divisional objectives, that they are motivated and have all the resources required to meet those objectives.
7.2 Provide technical support for the management of site surveys, and the quality of them, safe systems of work, CDM support, product knowledge, warranty technical support, and customer support.
7.3 Manage the provision and supply of risk assessments and method statements for all service and projects works.
7.4 Manage the customer repairs service and the associated processes.
7.5 To manage the workload/function and ability of service engineers and installation technicians ensuring maximum efficiencies in works carried out.
7.6 To continually look at all costs incurred and recommend savings to keep all costs to a minimum and to maximise service delivery profits.
7.7 Attend site meetings and provide on-site support for technical issues as required.
7.8 Communicate company procedures / plans to service engineers.
7.9 Review and authorise engineers’ holiday requests and absenteeism, timesheets and expenses through the company time management system.
7.10 Review and update engineers’ tooling / asset register to ensure tools are correctly maintained and calibrated.
7.11 To continually assess engineers’ abilities and work towards carrying out engineer appraisals. Monitor of engineers’ KPI’s to ensure efficiency and productivity is optimised.
7.12 Manage the department’s queries regarding contract T&C, HR issues, employment law, and disciplinary actions as required.
7.13 Communicate effectively with engineers to disseminate company information.
7.14 Perform service activities according to company policies and safety standards including writing up appropriate technical documentation and reports.
7.15 Ensure that all work is carried out in a safe manner and as required make recommendations for changes and improvements to health and safety policy.
7.16 To undertake site supervision as required including on site installation, repair, maintenance, and commissioning tasks and clarifying any technical issues to junior members of staff.
7.17 Development of engineer skills and competency to meet required company and customer standards by providing assistance and guidance to Team Leaders and service engineers and identifying new training and skills requirements.
7.18 Escalating incidents to the next management tier where necessary.
7.19 Communicate with customers and other third parties as required, ensuring the Company is presented in a professional manner in order to enhance the reputation and standing of the Company in the local community and within the industry.
7.20 Attend customer office and site meetings with Sales to offer technical input and support.
7.21 Providing technical support and advice to customers in person, by phone or other media.