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Job description

Camera Security Services is a leading provider of high-quality security solutions for businesses and individuals alike. With a focus on cutting-edge technology and a commitment to customer satisfaction, our company offers a wide range of security services designed to meet the unique needs of our clients.

Our team of experienced professionals are dedicated to providing the highest level of protection for our customers’ homes or businesses, using state-of-the-art surveillance systems, access control solutions, and other advanced security technologies. We pride ourselves on our ability to tailor our services to the specific needs of each of our clients, ensuring that they receive the best possible protection at all times.

Are you passionate about security technology and looking for a challenging role that combines your skills with your interest in the security industry? Join our dynamic team as a Security Service Manager specializing in CCTV, Intruder, and Access systems. We are a leading provider of cutting-edge security solutions, committed to creating safe and secure environments for our clients.

The post holder will be responsible for the day-to-day control and management of our Service Engineers and will maintain continuous visibility of our service activity.

The Service Manager will allocate projects to Service Engineers and will ensure that this work is executed efficiently and effectively and always in a safe and professional manner. The Service Manager will line manage all Service Engineers and will ensure that the line management of our engineers is always appropriately conducted.

It is the responsibility of the Service Manager to know the stage and position at which each and every service call or PPM is at - both in terms of schedule and financial performance. The post holder will maximise our monthly revenue and profit outcomes and drive productivity through leadership, support and the provision of insightful performance information.

The post holder is required to:

· Ensure the company conducts its service responsibilities and engineer management in a way that fully meets our Health and Safety responsibilities and obligations.

· Maintain a close working relationship with Installation Manager and Operations Director in order to review and improve business delivery as well as departments aims and objectives.

· Deal with escalated technical problems.

· Ensure that all service fault visits are responded to within a minimum 85% of SLA. (CCTV and Access Control 5 days maximum, Fire and Intruder 4 hours maximum. PPMs no more than 1 month overdue.

· Produce reports via the CRM or other means to illustrate SLA achievements for service calls and PPM’s and present results to Operations Director at monthly review

· Manage false alarms and their statistics via CRM and present results to Operations Director at monthly review

· Ensure that chargeable works are invoiced no more than 3 working days from completion and that have been agreed with the customer prior to commencement of works

· Produce small works and service related quotations within 3 business days

· Manage call out rota to ensure full coverage at all times and informing our ARC.

· Provide hands-on assistance onsite when required

· Ensure service stockholding is at functional levels in service engineer vehicles and within the stores

· Working with the service engineers and procurement coordinator to ensure that all returns or faulty equipment has been properly RMA’d with the manufacturer, we have a case (and RMA number) and the equipment is in the office ready to be processed within 3 business days.

· Manage service engineer holidays and absences

· Management of service engineers which includes recruitment and selection, managing, leading and motivating the team to work effectively in order to achieve the goals they have been set.

· Checking and approving service engineer timesheets

· Working with Administrator to ensure that works are booked in with customers and customers are provided with relevant paperwork for completed works and required further actions

· Deal with customer telephone queries and complaints relating to service works

· Undertake site inspections and engineer audits

· Escalate significant risks/opportunities to the Operations Director – with proposed plans of action whenever possible

· Liaise with the Installation Department to ensure that all completed installation projects are appropriately transferred into Service care.

· Review and control of warranty/quality issues arising

· Ensure that our service engineers are suitably trained and experienced to undertake their assigned tasks

· Look at upskilling service engineers to constantly drive improvement

· Achieve target of 75% first time fix rate and demonstrate this with reporting at monthly review

· Possess excellent knowledge of our core products, namely Avigilon, Hikvision, Texecom, ACT and Paxton

· Oversee all paperwork to ensure that it is up to date and accurate in accordance with NSI standards

Job Type: Full-time

Salary: £35,000.00-£45,000.00 per year

Benefits:

• Company car
• Company events
• Company pension
• Free parking
• Gym membership
• On-site parking

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Chippenham: reliably commute or plan to relocate before starting work (required)

Experience:

• Security: 3 years (required)

Language:

• English (preferred)

Licence/Certification:

• First Aid Certification (preferred)
• SIA (preferred)
• Driving Licence (required)

Work Location: In person