Service Director
Apr 29, 2025
To have full P&L responsibility for the Trinity Service business, including line management for new business sales, renewals, operational delivery and resultant profitability of the Service business line. To manage the service sales and renewals teams to ensure growth and retention targets are met. To manage all operational activities including management of the field based Engineers through the FLMs and labour controllers, line management of the remedials team to ensure customers receive a high quality service and that this is delivered profitably and efficiently in accordance with Company Policies and agreed targets.
Principal Responsibilities
New business sales and renewals team management
Work closely with the Service Sales Director to ensure that an appropriate targeting strategy and performance monitoring is deployed to achieve the target growth levels for the business.
Oversee the renewals team to ensure that timely and appropriate processes are carried out to maximise customer renewals and minimise lost business.
Operations Management
Oversee the planning and allocation of work amongst the engineering team PPMs, emergency call-outs, remedial activities.
Manage the FLMs and Central Services Manager on a day to day basis to maximise engineer operational efficiency, profitability.
To liaise directly with clients as required to ensure the highest level of compliant services are provided.
Ensure engineer audits and tool box talks are completed as necessary.
Ensure that fleet of Company vehicles allocated to engineers is maintained in good and safe working order and that Company vehicle procedures are observed, especially in relation to the security and storage of stock/tools and equipment.
Responsible in conjunction with the FLMs for ensuring that all Field Based engineers organise and work in a safe manner and adhere to all Health and Safety rules.
Undertake the assessment of engineers to map out development and support programmes as appropriate
Carry out annual job appraisal of all employees directly reporting to this position.
Deal with all HR and welfare issues arising from the Operations team, co-ordinating with the national HR support team as necessary.
To ensure that all operations are carried out within the scope of the Company Quality Policy and LPS1014, NSI Gold Requirements. To escalate any urgent or potentially serious issues, complaints etc with immediate effect to the Managing Director.
Ensure forecasting is carried out so that the workload is maximized.
Review the profitability of work carried out to ensure the delivery of jobs is carried out in a manner to maximize margins.
To support work delivery as necessary in respect of technical issues, customer service issues or resource issues.
Remedials Team Management
To ensure the level of RTQs generated are aligned to targets
To ensure the generation and follow up on quotes maximises quote levels and conversion rates.
Provision of up to date remedials sales forecasts
To support the remedials team in liaising with clients on technical or commercial grounds.
To understand and implement the Company s policy of customer service and ensure high levels are attained.
Other Management Tasks
To work closely with the Sales team and local staff to identify areas of improvement, potential problems and new work potential.
To work closely with the Performance Manager to maximise customer service, quality and compliance.
To work alongside the team in supporting engineer training and development
To liaise as appropriate with the Installation / Regional Directors to support company-wide initiatives/requirements.
Personnel management to include recruitment, training and development, annual performance appraisal and disciplinary actions where necessary.
To work with the Finance Director with respect to the monthly P&L and 3 monthly forecast forthe business unit.
To ensure client issues or complaints are addressed and dealt with quickly and effectively.
To manage/provide training requirements, in accordance with company skills matrix. This is in place but needs consistent monitoring and update.
Provide company representation to customers when necessary.
Responsible for ensuring that Non-Conformance reports are raised for all issues that arise in Contravention of the Company quality system
Part of the escalation process for Out of hours call
Accountable for:
Service Business P&L
Efficiency and profitability of PPM, call-out and remedial services provided
Ensuring Regional quality of work, customer service and development of the service base
The provision of 3 Monthly Sales Forecasts
To produce and manage Monthly P&L Forecasts
Maximising performance through the effective management, development and support of staff.
Operational KPIs.
Scope of Financial Authority
To authorise expenditure on customer sites and projects provided that an order exists to undertake this work at approved margins.
To authorise engineers to purchase equipment necessary to complete work in a timely manner.
To use discretion in the purchase of equipment or services in the event of a breakdown to ensure compliance.
Key Competencies of experienced jobholder
Forward planning and project management with the ability to organise and re-prioritise sometimes under considerable pressure.
Experience in the delivery of fire and security maintenance, small works jobs, project delivery and commissioning.
A systematic approach to solving complex problems.
Well-developed people management skills in relation to both office and field based staff.
Attentive to detail and able to identify errors swiftly. Actively manage operations reducing errors and maximising opportunities.
Highly effective verbal/written communication.
A professional and high level of interpersonal skills at all levels.
Able to deal with all members of staff, clients and suppliers in a professional manner.
Technical knowledge:
Relevant industry and electrical experience
In depth knowledge of the fire alarm and security industry, and the relevant standards
Commercial and financial knowledge and awareness.
A knowledge of British Standards and quality management systems ISO 9001, LPS 1014 & NSI Gold
Comprehensive knowledge of products of the fire and security market.
