Fire & Security Multiskilled Service Engineer

Secom Plc; Highgate; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading Fire & Security company in the UK seeks a field engineer to manage customer installations and enhance service quality. The ideal candidate will have a strong engineering background, proven experience in customer service delivery, and the ability to adapt within a large team. Responsibilities include ensuring effective workflows using the company's operating platform, achieving service targets, and maintaining compliance with safety standards. This role offers an opportunity to contribute to critical service improvement initiatives in a dynamic environment.

Qualifications

• Proven track record in a Fire & Security Customer delivery role.
• Experience in a large field team.
• Engineering acumen in the Fire and Security Industry.

Responsibilities

• Manage installation and delivery of works to improve customer experience.
• Communicate with employees and clients to meet delivery times.
• Utilise Secom's operating platform and field app for workflows.

Skills

Engineering skills

Customer care/facing skills

Fault finding skills

Communication Skills

Planning and organising

Job description

Serve as a primary contact to meet our customer needs, to manage the installation of small extra works installations. The individual is responsible for the effective and successful completion of the visit to improve our customer experience and meet our customers high expectations.

Key Result Areas

• To improve the quality of our customer experience to Secom customers, ensuring programme of works, first time fix rates and replans are improved. Ensuring critical works are carried out within the required timescales. (Performance management)
• Communicate with all relevant employees and clients to ensure delivery times are met.
• Utilise Secom's Operating platform and field app always, to ensure workflow is followed correctly.
• Responsible for uploading all documentation onto Secom's operating platform.
• Commercial awareness to ensure hours on jobs are not expensed due to non-productivity.
• Understand and respond to all customers SLA's and KPI agreements, (Performance management).
• Responsible for logging onto and off client's portals and platforms.
• Delivering a first-class customer experience to improve retention and growth of key accounts and Fire.
• Manage client SLA/ KPI

Key Tasks

• Workflow: On shift and off shift must be used on the operating platform to ensure the correct information is carried onto engineer's weekly performance sheet.
• Workflow: En-route must always be selected along with ETA for Secom to update our customers electronically.
• Workflow: Parts selected are the responsibility of the engineer to ensure the correct parts are ordered via Central stores.
• Workflow: Install paperwork must be uploaded and completed on the Secom operating platform.
• Follow the workflow on Secom's field app to ensure the correct information is collected and invoiced correctly.
• To communicate with all departments on the progress of each job via the Secom operating platform and Field app.
• Responsibility of the engineer to collect parts from PUDO or Royal Mail pick up point.
• To attend any Secom customer site as instructed by NSB or Management.
• To ensure daily targets are achieved.
• To successfully log onto and off clients portals and Control & Command.
• The responsibility of the employee is to ensure registration across all Secom platforms, HR, Payroll, ASC, mobile and Fleet.
• Planning of diary and route with NSB to meet companies and client's expectations.
• To maintain inventory stock control of vehicle stock levels and record monthly for financial auditing purposes.
• Complete vehicle and ladder inspections weekly.
• To successfully mobilise new contacts into the business, managing transition phases from existing suppliers.
• All staff within the Operations function have role guides and clear objectives against which you will be regularly appraised, and that minimum expectations of the role of Manager to Engineer are set in terms of key metrics such as performance sheet, jobs per day, hand over delivery, snagging etc. (Performance management).
• To deliver and adopt the necessary business changes to processes and systems to ensure Secom meet our client's expectations.
• Service and Installation organisation must follow the effective and efficient process for ordering parts and delivering them to site as required. In conjunction with Central Stores and Distribution.
• Health and Safety, enforcing standards, work safely.

The Person

The field engineer will have a proven track record of success in a Fire & Security Customer delivery role, including being part of a large field team. He or she will be highly numerate, and have a driven, can do approach. Experience of the Fire and Security Industry is preferred along with engineering acumen. To be able to demonstrate field experience within a large Service environment with similar characteristics to Secom (large field force, control by a service desk, impact of service quality, compliance etc.) would be a distinct advantage. The competency profile for this role is summarised as follows.

Setting Business Direction

• Customer awareness- who is the customer (internal or external), what are their needs, how are they best met.
• Analytical - breaks down problems/ challenges into their essential parts.
• Commercial - Impact of their actions to the UK Operation

Achieving Business Performance

• Concern for excellence- focus on high quality outcomes for all - externally and internally.
• Initiative - actively seeks opportunities and resolution to problems without direction from others.
• Critical information seeking - actively seeks key information for decision making.
• Result focus- sets targets and expectations for self and others.

Self-Management

• Goals - set clear goals and develops strategies to achieve these efficiently and effectively.
• Flexibility and Adaptability- works effectively in a variety of situations, appreciates different perspectives.
• Assertiveness - strongly pushes forward and overcomes obstacles where necessary.
• Self Confidence - belief in one's own ability to achieve a successful outcome.

Top Skills and Proficiencies

• Engineering skills
• Customer care/facing skills
• Accountability & Responsibility
• Fault finding skills
• Decision making
• Deadline orientated
• Planning and organising
• Communication Skills
• Influencing and Leading
• Team work
• Adaptability