Maintenance Services Manager

Career opportunity

Department: Engineering
Location: Bedford
Reporting to: Maintenance Technical Services Lead
Responsible for: Field Engineers

Job summary

The Maintenance Services Manager is responsible for service delivery and providing front-line leadership to the field engineering teams and oversees the day-to-day operations of our Field Service teams and works closely with our MTSTL and SMD to ensure customer satisfaction and long-term business relationships with our customers.

Key result areas:

  • Lead, own and manage all activities for Engineering and support functions within the organisation.
  • Provide support to team members within the function.
  • Ensure integrity between all functions of the engineering team and resolve people disputes quickly and efficiently
  • Maintain and conduct effective bi-annual performance reviews with team members in line with the HR strategy.
  • Develop individuals to achieve required accreditations and standards.
  • Identify, monitor and maintain resources required within the Engineering team
  • Own, monitor and manage tasks (requests, incidents, changes, problems, on boarding of new customers and project related work) and ensure they are appropriately owned and communicated to customer.
  • Maintain good practice within the function and lead improvements within the function in terms of services, systems, processes and tools.
  • Escalation owner for all aspects of engineering maintenance
  • Weekly reporting of project to MTSTL
  • To ensure excellent customer service is demonstrated and embedded within the team.
  • Actively conduct monthly and annual reviews and document as appropriate In line with the company process
  • Strive to develop team engagement and motivation
  • Effectively manage HR activities including holidays, sickness and absence in line with the company policies
  • To support technical leads within technical services in achieving the organisational goals.
  • Ensure the implementation of best practice and compliance with internal procedures, routines and protocol including security, safety and regulatory.
  • To understand and fulfil the responsibilities for secure management of personal data of both internal and external customers in line with the EU General Data Protection Regulation 2018

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