Fire & Security Area Service Manager

Fire & Security Area Service Manager

Protec Fire and Security Group

The Area Service Manager is responsible for managing day-to-day service operations within a defined area. The role ensures that service delivery meets SLAs, customer expectations, and company standards while supporting the Regional Service Manager in operational, financial, and team objectives.

• Operational Management
  • Manage and coordinate service operations across the assigned area to ensure SLA compliance.
  • Allocate and schedule engineers effectively to meet service demand.
  • Monitor service performance, including first‑time fix rates, response times, and efficiency.
  • Implement local process improvements to optimize operations.
• Team Leadership
  • Supervise engineers and service staff in the area, providing coaching, guidance, and performance feedback.
  • Support training and development initiatives to ensure staff competence.
  • Promote a culture of safety, accountability, and operational excellence.
• Customer & Account Management
  • Maintain close contact with clients within the area to ensure satisfaction and address issues promptly.
  • Handle day‑to‑day escalations and resolve operational problems efficiently.
  • Support service renewals by ensuring high‑quality service and client engagement.
• Financial & Compliance Responsibilities
  • Monitor area‑specific budgets and control operational costs.
  • Support the Regional Service Manager in achieving area Gross Margin (%) and EBIT targets.
  • Ensure adherence to regulatory, safety, and technical standards.
• Onboarding & Service Contracts
  • Support onboarding of new clients in the area, ensuring smooth transition and initial service delivery.
  • Assist in contract renewals, providing operational insight and supporting customer engagement.
• KPIs & Reporting
  • Track and report on area operational KPIs, including SLA compliance, engineer productivity, and customer satisfaction.
  • Provide regular updates and insights to the Regional Service Manager.
• Engineers Overtime & Resource Management
  • Approve local engineer overtime in line with operational needs and budget.
  • Adjust staffing and resources dynamically to maintain operational continuity.

• Strong operational and team management skills.
• Excellent problem‑solving and customer service abilities.
• Knowledge of fire and security service operations and compliance standards.
• Ability to make quick operational decisions and manage multiple priorities.
• Effective communication and interpersonal skills.

• Relevant technical or engineering qualification in fire, security, or related field.
• Experience managing field service teams or multi‑site operations.
• Familiarity with service contracts, renewals, and client relationship management.

• SLA compliance and response times
• First‑time fix rates
• Engineer productivity and efficiency
• Customer satisfaction within the area
• Budget adherence and contribution to GM (%) & EBIT

Mid‑Senior level

Full‑time

Industrial Machinery Manufacturing

Location:

Edinburgh, Scotland, United Kingdom

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