Mitel Regional Service Manager

Undisclosed Company
South East England
21 Sep 2016
19 Oct 2016
#: R002294
Manpower UK
Job Type
Mitel Regional Service Manager

A global market leader in enterprise and mobile communications powering more than 2 billion business connections and 2 billion mobile subscribers every day, Mitel (Nasdaq:MITL) (TSX:MNW) helps businesses and mobile carriers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve more than 60 million business users in more than 100 countries, and 130 mobile service providers, including 15 of the top 20 mobile carriers in the world. That makes us unique, and the only company able to provide a bridge between enterprise and mobile customers. For more information, go to and follow us on Twitter @Mitel

We are seeking a Regional Service Manager to efficiently manage the first and second line field customer engineering teams whilst maintaining high standards of customer satisfaction. This role is based in the South East of England covering the area South and South East of the Midlands.
The successful candidate will ensure the engineering team have the appropriate skills to meet the region's demands and maximise productivity of field resource. You will effectively manage customer escalations and seek continuous improvement of service delivery.
To be successful in this role, you will have a high degree of self-motivation and be able to motivate and lead others in high pressure situations. You will possess excellent time management, communication and report writing skills.

Main Responsibilities:

- Effectively manage field and residential resources relative to business and customer needs
- Develop and maintain a regional capacity plan for engineering resources including skills requirements
- Ensure engineer resources meet business needs and demands in terms of quantity and skills
- Establish and be responsible for meeting of performance targets and KPIs
- Effectively manage sickness, holidays and costs
- Maximise sales opportunities of staff via the Engineering Incentive Scheme
- Conduct investigations into performance issues rigorously and professionally in accordance with company policy and procedures
- Take responsibility for Health & Safety as per the company Health & Safety policy
- Conduct Health & Safety checklists and where appropriate conduct risk assessments
- Facilitate relevant safety training for engineers and ensure compliance with company Health & Safety policy. Ensure Personal Protective Equipment (PPE) is available to all engineers
- Review individual engineering performance through the PDP process
- Recruit and select customer engineers for both field and residential responsibilities
- Formulate plans and be responsible for operational improvement and/or written reports
- Conduct regular Team Meetings
- Contribute to the Problem Management process, including attendance at customer meetings where necessary

Essential Requirements:

- Ability to manage a remote workforce
- Strong track record of success in a communications engineering role
- Mitel experience highly desirable
- Excellent communication skills both written and spoken
- Strong presentation skills
- Full UK driving licence
- Flexibility to travel throughout the UK as and when required