Lead Service Technician

TN United Kingdom; Southampton; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading company in Southampton is seeking a dedicated Service Operations team leader. This role involves managing service operations, ensuring quality and safety standards, and providing coaching to team members. The ideal candidate will have strong communication skills and a commitment to continuous improvement. Join a dynamic team focused on delivering excellence and safety in service operations.

Qualifications

• 3 – 6 years of job-related experience across a minimum of one service line.
• Educated to High School level with 4 GCSEs or equivalent.

Responsibilities

• Supports the Service Operations Manager with site procedures and team allocation.
• Delivers servicing installation, maintenance, and repair activities.
• Identifies and communicates process improvement opportunities.

Skills

Customer Relationship Management

Problem Solving

Communication

Continuous Improvement

Education

High School Diploma

Job description

Social network you want to login/join with:

This role takes the lead for a Survitec service operations team. It allocates work and ensures right first-time delivery to Survitec quality and safety standards. This role drives standard work whilst creating and maintaining safe working environment. It directly carries out service operations work and provides subject matter expertise for on-job coaching, support and guidance to ensure team members operate to standard

Duties and responsibilities

·Supports the Service Operations Manager by carrying out site opening / closing procedures, safety walks and allocating work to self and other members of the team

·Supports team members in becoming competent by providing on-jo coaching and support to help develop understanding and trouble shooting skills in one or more service product lines; supports formal sign off of competences by providing on-job assessment of team members working effectively to Survitec standard

·Delivers servicing installation, maintenance and repair activity to quality and safety standards and according to standard work routines, focusing on delivering key performance metrics

·Actively seeks opportunity to drive controlled continuous improvement, identifying and communication process improvement opportunities, so they can be considered for implementation across the whole service footprint

·Represents Survitec professionally during customer interactions and uses extensive product knowledge to understand and answer technical questions regarding service requirements

·Help specialists set up and test new products or processes; installs complex systems according to training and competence level, seeking guidance and support where needed

·Carries out preventive maintenance inspections, identifying and diagnosing any requirement for equipment and systems emergency repairs

·Develops knowledge and understanding of Survitec policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtains authorisation from a supervisor or manager for any exceptions from mandatory procedure

·Works with Service Operations Manager to devise own monthly schedule, ensuring appropriate operational manpower

·Follows Survitec Health, Safety and Environment policies, procedures and mandatory instructions; identifies and mitigates risks to safeguard the environment and the wellbeing of self and others

·Develops own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; works towards competence in multiple product lines, to become part of a flexible service operations workforce

·Develops and maintains an understanding of relevant technology, external regulation and industry best practices through ongoing education and reading specialist materials

·Follows stores requisition processes to maintain accurate stock levels and records

·Works with business improvement colleagues to implement standard toolkit and uses experience and work knowledge to contribute to problem solving for process variance, identifying root cause and appropriate corrective actions

·Creates an environment where everyone in the team can live the Survitec Values

·Creates an environment where our people feel valued, appreciated and free to be who they are at work

·Understands, upholds and contributes to creating a safety-first culture within Survitec. Ensures a safe and healthy working environment

Skills

·Holds self and others accountable to meet commitments

·Builds strong customer relationships and delivers customer-centric solutions

·Develops and delivers communications that convey a clear understanding of the unique needs of different audiences

·Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

·Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems

·Makes good and timely decisions that keep the organization moving forward

·Plans and prioritises work to meet commitments aligned with Survitec goals

·Consistently achieves results, even under tough circumstances

·Knows the most effective and efficient processes to get things done, with a focus on continuous improvement

Values

Drives safety culture

·Is a reliable source of reference on relevant safety standards and where these standards are at risk. Provides important insight into the root cause and corrective actions for such safety risks and issues. Raises issues and highlights own mistakes without fear. consistently to improve safety and wellbeing of self and others

Demonstrates commitment to delivering real value and confidence to our customers

·Understands the importance of being the representative of both internal and external customers.Demonstrates respect for those customers and is open and transparent about the delivery of service – only promises what they can deliver and delivers what they promise.

We care for our people, investing in the development of teams and individuals

·Understands own role within the team and takes accountability for delivery – is good at closing out actions and proactively asks for help when issues arise.Communicates appropriately, shares knowledge (coaching, mentoring and supporting others to develop skills as appropriate). Works collaboratively with own team and others to meet business goals

·Takes time to listen and treats others with dignity, accepting and respecting other people’s points of view or individuality. Understands how own behaviours impact others.

We aim for excellence in everything we do

·Takes personal responsibility for ensuring excellence, getting the task done on time and to the right standard. Consistently achieves targets, even when timescales are tight

·Committed and passionate about continuous improvement, looking to solve problems and avoid workarounds. Takes the initiative and acts with confidence

We seek to innovate at every opportunity

·Takes an entrepreneurial approach to change, being comfortable and willing to try out new methods, processes, ways of working or techniques to make improvements

·Takes time to understand and explain the rationale for change to support the understanding of self and others

We act with integrity

·Acts in accordance with Survitec Values, especially in situations when it is difficult to do so

·Represents self and Survitec in an ethical manner that engenders trust from colleagues, customers and external regulators

Experience and qualifications

• Educated to High School level, with 4 GCSEs or equivalent
• 3 – 6 years of job-related experienced enables the practitioner to operate at fully competent level across a minimum of one service line, providing technical guidance and support
• No prior formal management experience is required as this is a developmental role