Regional Service Manager
Job Description
Regional Service Manager
Dorset & Surrounding Areas
£45,000 - £50,000 + Performance Bonus
Due to continued growth, we are looking for an experienced Regional Service Manager to oversee the delivery of service and maintenance contracts across Dorset and the surrounding areas.
Reporting into senior management, you will be responsible for leading a team of Senior Engineers and Service Engineers, ensuring all planned and reactive maintenance is delivered safely, efficiently, and in line with client expectations and SLAs.
This is a hands-on management role combining operational leadership, customer relationship management, commercial performance, and compliance within the Fire & Security sector.
Key Responsibilities:
Customer Management
INDHIGH
Dorset & Surrounding Areas
£45,000 - £50,000 + Performance Bonus
Due to continued growth, we are looking for an experienced Regional Service Manager to oversee the delivery of service and maintenance contracts across Dorset and the surrounding areas.
Reporting into senior management, you will be responsible for leading a team of Senior Engineers and Service Engineers, ensuring all planned and reactive maintenance is delivered safely, efficiently, and in line with client expectations and SLAs.
This is a hands-on management role combining operational leadership, customer relationship management, commercial performance, and compliance within the Fire & Security sector.
Key Responsibilities:
Customer Management
- Build and maintain strong relationships with key clients, delivering exceptional customer service.
- Hold regular client meetings to review service performance and identify future opportunities.
- Manage escalated customer issues and ensure they are resolved promptly.
- Support the Sales and Installation teams in growing regional service contracts.
- Carry out site surveys and prepare quotations for service and remedial works.
- Lead, motivate, coach, and develop a team of Senior Engineers and Service Engineers.
- Conduct performance reviews, one-to-one meetings, and ongoing training.
- Manage engineer productivity, quality of work, attendance, and overtime.
- Act as the escalation point for out-of-hours call-outs.
- Manage engineer schedules, call-out rotas, vehicle compliance, and equipment.
- Ensure service delivery meets contractual KPIs and customer SLAs.
- Monitor gross margins, investigate variances, and improve profitability.
- Analyse KPI data to improve productivity, efficiency, and first-time fix rates.
- Review engineering resource allocation to maximise operational performance.
- Support the Service Desk to ensure jobs are completed and closed efficiently.
- Produce Risk Assessments and Method Statements (RAMS).
- Deliver toolbox talks and promote a strong Health & Safety culture.
- Assist with NSI and HSE audits.
- Ensure engineers comply with PPE, company procedures, and quality standards.
- Carry out regular engineering audits and maintain accurate calibration records.
- Ensure compliance with NSI standards, company procedures, and customer requirements.
- Previous management experience within the Fire & Security industry.
- Strong technical knowledge of fire and security systems.
- Experience managing engineering teams within a service and maintenance environment.
- Excellent customer relationship and stakeholder management skills.
- Strong commercial awareness with experience monitoring KPIs and profitability.
- Ability to lead, motivate, and develop high-performing teams.
- Excellent organisational, planning, and problem-solving skills.
- Strong communication skills with the ability to influence at all levels.
- Ability to work under pressure and manage multiple priorities.
- High attention to detail and a proactive approach.
- Experience with resource planning.
- Knowledge of WinSims, Cash4Windows, SimPro, or similar service management software.
- Experience producing Profit & Loss reports.
- Experience improving SLA performance and operational processes.
- CSCS or ECS Card.
INDHIGH