Our client is a market leading company providing retail installation solutions, nationwide. We are currently recruiting for a Service & Maintenance Manager, who will be responsible for day-to-day management of the service and maintenance function across EAS, CCTV, Footfall Analytics, and Digital Signage systems.
Key Responsibilities
Team Leadership & Management
1. Oversee, support, and mentor a team of 8 field engineers delivering service and maintenance works.
2. Manage daily scheduling, task allocation, and prioritisation of reactive and planned maintenance jobs.
3. Conduct regular performance reviews, field audits, and coaching sessions to maintain technical and service standards.
4. Lead daily/weekly operational check-ins with the engineering team.
Service Delivery & Operational Performance
5. Ensure all service requests, faults, and maintenance tasks are completed on time and in line with SLAs.
6. Monitor and drive key metrics such as first-time fix rate, callout response times, job closure rates, and customer satisfaction.
7. Manage job escalation processes and act as the first point of contact for complex or high-priority issues.
8. Ensure accurate job notes, reporting, and system updates from the engineering team.
Other Responsibilities:
9. Customer Relationship Management
10. Planning, Scheduling & Administration
11. Quality, Safety & Compliance
12. Continuous Improvement
Required Skills & Experience
Essential
13. Experience in a service management or senior engineering role within EAS, CCTV, security systems, digital signage, or related technical environments.
14. Strong leadership skills with the ability to motivate and support field engineers.
15. Excellent organisational and scheduling abilities in a fast-paced environment.
16. Strong customer service and communication skills, including managing escalations.
17. Solid understanding of SLAs, planned maintenance, and reactive service delivery.
18. Proficiency with service management systems or job tracking tools.
Desirable
19. Technical qualifications relating to security or digital technologies.
20. Experience working with retail sector customers or multi-site operations.
21. Knowledge of KPI reporting and service performance dashboards.