Area Service Manager
The Area Service Manager is responsible for managing day-to-day service operations within a defined area. The role ensures that service delivery meets SLAs, customer expectations, and company standards while supporting the Regional Service Manager in operational, financial, and team objectives.
- Closing Date:TBC
- Job Location:Scotland
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Contract Type
Full time -
Salary
Dependent on experience and location -
Hours
40 hours per week
Typical Responsibilities
Operational Management
Manage and coordinate service operations across the assigned area to ensure SLA compliance.
Allocate and schedule engineers effectively to meet service demand.
Monitor service performance, including first-time fix rates, response times, and efficiency.
Implement local process improvements to optimize operations.
Team Leadership
Supervise engineers and service staff in the area, providing coaching, guidance, and performance feedback.
Support training and development initiatives to ensure staff competence.
Promote a culture of safety, accountability, and operational excellence.
Customer & Account Management
Maintain close contact with clients within the area to ensure satisfaction and address issues promptly.
Handle day-to-day escalations and resolve operational problems efficiently.
Support service renewals by ensuring high-quality service and client engagement.
Financial & Compliance Responsibilities
Monitor area-specific budgets and control operational costs.
Support the Regional Service Manager in achieving area Gross Margin (%) and EBIT targets.
Ensure adherence to regulatory, safety, and technical standards
Onboarding & Service Contracts
Support onboarding of new clients in the area, ensuring smooth transition and initial service delivery.
Assist in contract renewals, providing operational insight and supporting customer engagement.
KPIs & Reporting
Track and report on area operational KPIs, including SLA compliance, engineer productivity, and customer satisfaction.
Provide regular updates and insights to the Regional Service Manager.
Engineers Overtime & Resource Management
Approve local engineer overtime in line with operational needs and budget.
Adjust staffing and resources dynamically to maintain operational continuity.
Person Specification
Candidates shall be able to demonstrate the necessary qualifications, experience, skills, and traits to meet the requirements set below. Requirements for the role shall be evidenced on the application form and in the interview process. Please use the following as guidance when completing the further information section of your application form.
| Qualifications | Essential / Desirable | To be identified by |
|---|---|---|
| Relevant technical or engineering qualification in fire, security, or related field. | Essential | Application |
| Experience | Essential / Desirable | To be identified by |
|---|---|---|
| Experience managing field service teams or multi-site operations. | Essential | Interview / Application |
| Familiarity with service contracts, renewals, and client relationship management. | Essential | Interview / Application |
| Skills / Abilities | Essential / Desirable | To be identified by |
|---|---|---|
| Strong operational and team management skills. | Essential | Interview / Application |
| Excellent problem-solving and customer service abilities. | Essential | Interview / Application |
| Knowledge of fire and security service operations and compliance standards. | Essential | Interview / Application |
| Ability to make quick operational decisions and manage multiple priorities. | Essential | Interview / Application |
| Effective communication and interpersonal skills. | Essential | Interview / Application |
| Other | Essential / Desirable | To be identified by |
|---|---|---|
| Enthusiasm and willingness to learn. | Essential | Interview |
| Flexible in approach to working hours. | Essential | Interview |
| A full and valid driving license. | Desirable | Application |
| Commitment to confidentiality and data protection. | Essential | Interview |
Email your CV, job application form and any relevant further information to recruitment@protec.co.uk
