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Engineering Team Lead
About The Role
To provide support to the Regional Engineering Manager and be accountable for driving performance to achieve operational excellence meeting all agreed KPI’s within your Region. The Engineering Team Leader is a key role providing operational leadership and direction across the business unit. A key member of the Engineering team, the overarching purpose of this role is to ensure that each client receives a high quality and efficient service, meeting all KPIs.
This role provides tactical operational leadership to a client facing, multi-skilled and highly motivated field-based Engineering team. Working in a collaborative matrix management environment, you will align with our Customer Experience Centre and Account management teams to ensure that all aspects of our client’s delivery is seamless through a One Team approach.
Passionate about service delivery, you are responsible for the output of all work allocated to the engineers and our trusted supply partners; and the compliant closure of these work orders whilst ensuring that we achieve our stringent KPI’s.
You will support the wider Engineering management team through visible leadership, effective coaching, mentoring, development, and quality management, you will develop and motivate your team to achieve first class Engineering service, driving confidence in our delivery to both our external and internal stakeholders.
Calm under pressure and full of initiative, your focus will be to enable, encourage and support your team to be the best they can be. Always focussed on achieving contractual KPI’s, you will address performance challenges in a timely way, ensuring that process & quality standards are consistently adhered to. You will be able to use our standard operating models, playbooks, and data to analyse performance against targets, KPIs and SLAs and above all ensure that Engineering service delivery is at the heart of everything you and your team does.
Key Responsibilities
1. Business acumen, working closely with Account Management to ensure contract margins are maximised whilst delivering customer SLA’s.
2. To work with, promote and ensure compliance within the business unit with the Health, Safety and Environmental policies and procedures.
3. Ensure all statutory, mandatory, and routine inspections are completed in accordance with the annual maintenance programme and in accordance with the KPI’s.
4. Ensure that planned and reactive maintenance is completed in an efficient way in both time and travel as programmed. This will include both self-delivery and vendor works.
5. Ensure company standard operational procedures are always implemented and adhered to within your business unit.
6. Establish and maintain the consistent operational performance in line with KPIs and service levels to ensure customer satisfaction and contract measures are met within the region.
7. Ensure that all works are appropriately bundled to increase efficiency.
8. To monitor Engineers diaries with the support of the Customer Experience Centres reschedule as and when required to increase efficiencies to achieve better than agreed SLA’s.
9. Monitor any potential risk with achieving client KPI’s and assisting in the mitigation process.
10. To be responsible for all aspects of preventative maintenance and extra works including the management, control, and monitoring of quoted works.
11. To be responsible for all aspects of Work Recommendation Sheets (WRS) by supporting the wider business to achieve high quality, technical and punctual quotations.
12. To be accountable for monitoring and reducing the need for repeat visits and improving first time fix rates by the Engineering team.
13. Be responsible for the audits of Engineering team and where appropriate specialist subcontractors.
14. To be able to attend site when required to support the wider Engineering and Account teams.
15. To be responsible for monitoring the Supply chain and increase the performance thereof.
16. To liaise directly with both the Customer Experience Centres and regional Engineering team for some functional and specialist support.
17. To comply with all JLL rules and requirements regarding Health & Safety and common working practices. This will include the generation and issuing of site-specific Risk and Method Statements as and when required.
18. To be the primary point of contact for Engineers, Customer Experience Centres and Account Teams.
19. To be responsible for the control of OOH works and the approval thereof.
20. To be responsible for the OOH on-call rota management.
21. Be responsible for all aspects of the Vendor Triage process.
22. To liaise with Suppliers, manufacturers and JLL personnel in the sourcing of spares and parts needed to complete assigned work.
23. To complete the required administration on a day-to-day basis ensuring activities of the role are completed and be punctual on their returns to the deadlines specified.
24. General support and best practice advice concerning any contract and engineering issues particularly during tender/bids.
25. Ensure technical support and infrastructure is always maintained appropriately to preserve effective and efficient performance levels.
26. Lead, develop and coach your Engineering team to deliver customer excellence to the contracts they support in their region / cluster.
27. Responding to escalations to support the Account team through to complete resolution, ensuring you and your team take ownership.
28. Take ownership for resolving queries and completing the actions required to ensure that all customers receive the highest quality of service.
Continuous Improvement – right first time, root cause analysis, process improvement
1. To increase stability through standardisation, embedding consistency in process and operating methodology, which drives confidence in our delivery.
2. To identify opportunities for continual improvement to service delivery, initiating changes to the benefit of our clients, liaising with internal and operational management teams to gain buy in across all departments and service delivery areas.
3. Responsible for minimising, managing, reducing errors within your team.
4. Embed a Right First-Time approach with the team, undertaking root cause analysis to identify the cause, and an immediate and long-term fix to prevent repeat failures.
5. Continue to innovate, share best practice and adopt different ways of working through technology and MI.
Team Performance
1. To monitor the daily performance of the team, providing timely feedback and acting on poor performance where necessary.
2. Responsible for identifying trends in performance and placing the appropriate measures in place to increase performance in a timely manner including Performance Improvement Plans once all other avenues have been exhausted.
3. Responsible for ensuring that your teams are aware of statistics, KPI’s and any other relevant targets and visuals to aid them in despatching their duties.
4. Responsible for ensuring that your teams’ knowledge on process, procedures, business, and contract awareness is at the required level to enable them to dispatch their duties to the highest quality standards that as a minimum meet KPIs.
Leadership – role model Integral Values & Behaviours
1. Provide robust people and team management principles, such as effective leadership, motivation techniques, performance management, quality principles, and development initiatives to ensure that the team meets and exceeds targets and expectations.
2. To operate within contractually set service level agreements, policies, procedures, and targets.
3. Take ownership for own performance, receiving feedback positively, taking action where required and identify and apply opportunities to develop and improve skills.
4. Ensuring that you always act as a role model and conduct yourself with professionalism regardless of the situation.
5. Expected to work as part of the wider team and collaborate with your peers to cover activities for other teams when your peers are off.
Essential Qualifications & Experience:
1. Engineering trade qualification.
2. NEBOSH or IOSH Managing Safely Certified.
3. Experience in leading a multi-functional Engineering delivery team.
4. Proven track record of managing performance to set of KPIs.
5. Strong geographical awareness of the area.
6. Good understanding and experience of Microsoft Office software packages and general IT knowledge.
7. Sound understanding of planned / reactive maintenance requirements and our legal requirements/obligations.
8. Demonstrate commercial understanding.
9. Experience in using CAFM or other management systems; including scheduling systems.
10. Good communication skills – written and verbal.
11. Ability to deliver on targets and objectives.
12. Ability to stay calm in a high paced environment, supporting others to also do so.
13. Self-motivated and enthusiastic.
14. Collaborative approach to problem-solving.
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