Experienced Service Supervisor with a proven track record of leading field-based Fire & Security engineers, delivering high-quality service, maintenance, and Planned Preventive Maintenance (PPM) across commercial and residential sites. Skilled in supervising engineering teams, improving service delivery, coordinating reactive maintenance, fault finding, and ensuring compliance with industry standards. Experienced in conducting quality audits, supporting engineer development through coaching and performance reviews, and driving continuous improvement to achieve KPI and SLA targets. Recognised for building strong customer relationships, maximising engineer productivity, and delivering exceptional levels of customer satisfaction.
Key Responsibilities
Lead and support a team of Fire & Security Service Engineers across service, maintenance, and PPM activities.
Coordinate reactive maintenance and fault-finding to ensure timely resolution and high first-time fix rates.
Monitor engineer performance through regular site visits, quality audits, and one-to-one meetings.
Ensure all service and maintenance work complies with relevant Fire & Security regulations and company standards.
Drive improvements in service quality, operational efficiency, and customer satisfaction.
Work closely with Service Delivery, Sales, National Accounts, Training, and Compliance teams to deliver a seamless customer experience.
Set performance objectives, monitor KPIs and SLAs, and provide coaching and development for engineers.
Identify training needs and implement development plans to enhance technical capability.
Maintain effective customer relationships, resolving escalated service issues professionally and efficiently.
Oversee the condition and compliance of company vehicles, tools, equipment, and materials.
Promote a strong health and safety culture across the engineering team.
Key Skills
Service Supervision
Fire & Security Systems
Planned Preventive Maintenance (PPM)
Reactive Maintenance
Fault Finding & Diagnostics
Service Delivery Management
Team Leadership & Coaching
Engineer Performance Management
KPI & SLA Management
Quality Auditing
Customer Relationship Management
Health & Safety Compliance
Industry Standards & Compliance
Resource Planning & Scheduling
Continuous Improvement
Microsoft Office & Google Workspace
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