We are seeking a driven and experienced Lead Engineer to join our Fire & Security team, playing a pivotal role in delivering exceptional service and operational excellence across the region. This is an opportunity for a proactive leader who thrives on supporting and guiding engineering teams, ensuring compliance, performance, and customer satisfaction are consistently achieved. Working closely with regional management and scheduling teams, you will take ownership of resource planning, service delivery, and continuous improvement, helping to maintain our reputation for quality, reliability, and professionalism.
Key Responsibilities
- To ensure performance and service is in line with compliance and monthly schedules.
- Respond to customer needs, complaints, and concerns with a sense of urgency as and when required.
- Complete tool box talks with direct reports providing clear records of completion to the compliance team.
- Be available for site surveys and installation handovers as directed by your RSM.
- Organise and maintain and communicate an effective call out rota for the area.
- Responsible for minor works delivery within area through dedicated minor works resource.
- Deputise for your Regional Service Manager as and when required during periods of sickness and holidays.
- To assist the Regional Service Manager in management of engineering team.
- Support engineers in stock control and further action management.
- To attend and assist with troublesome sites and complaints.
- Technically support DRS and Sales Team with quotations.
- Initial planning of ppm on large/ complex sites – meeting with customers in support of key sites in region.
- To assist in delivery of small bespoke projects and ensure on time delivery.
- Ensuring right behaviour is demonstrated across the team (customer portals, Timesheets, Lightfoot, Tools, PPE)
- Utilise all customer portals as directed by your RSM and fully in accordance with the customer requirements stipulated in your engineer's instructions.
- Take ownership of all customers in relation to all aspects of service delivery.
- Be available to work overtime and weekends when required subject to reasonable notice.
Person Specification
- Strong organisational skills, with the ability to plan and deliver work in line with compliance and service schedules.
- Customer-focused, responding promptly and effectively to queries, issues, and complaints.
- Proven team leadership and line management experience, including delivering toolbox talks and maintaining compliance records.
- Confident communicator, able to engage with customers and stakeholders during surveys, handovers, and ongoing service delivery.
- Ability to coordinate resources effectively, including managing call-out rotas and supporting minor works and projects.
- Technically competent across fire and security systems, with the ability to support engineers and assist with complex issues and quotations.
- Experience supporting operational management, including deputising for senior roles when required.
- Strong attention to detail, ensuring adherence to processes, systems, and customer requirements.
- Takes ownership of service delivery and promotes high standards across the team.
- Flexible and adaptable, with a proactive and team-oriented approach.
