Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place.
Smiths Detection, part of Smiths Group is a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.
Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,000 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.
This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.
Job Description
To provide effective management and leadership for UK Field activities involving multiple technical and administrative disciplines. Ensure all customer SLA’s are met and exceeded through effective service delivery and maintenance of equipment throughout the South West region. Provide operational direction in the development and implementation of product line training to both internal and external clients within the South West region.
Duties:
* Manage the UK Service business within the South West Region
* Responsible for all deliverables and meeting the SLAs and KPIs for the South West Service contracts
* Organizes, allocates resources, and manages the internal and external multidisciplinary teams and customer relationships
* Negotiates and reaches agreement with customer or end user (internal or external to company) on all contractual requirements including deliverables/service, scope, time, cost and quality.
* Prepares detailed Monthly Management Review and presents to senior management
* Develops and uses control methods and reporting for forecasting, identifying, monitoring and resolving variances in scope, cost, time and quality.
* Ensure compliance with Company policies for Ethics, Health, Environment and Safety.
* Regularly reports progress on the contracts identifying variance against agreed baseline with risk and opportunity considered.
* Manage service parts end-of-life process
* Report monthly service KPI’s
* Capture all COPQ information and work with Ops and P&T to improve reliability of products
* Participate in service bids when required
* Provides strategic direction in the development and implementation of product line training to both internal and external clients.
* Generate additional revenue and sales through Service Leads
* Drive Service Safety culture
* Point of escalation for all service issues/problems for released/supported products/manage customer relationships
* Capture COPQ and feedback with metrics to the quality team and T&PD
* Owner of visual management metrics for the South West service business
* Escalation for outstanding technical issues and responsible for driving customer satisfaction
* Lead recruitment activities of staff to include interviewing, selection, hiring, and salary negotiation.
* Coach, develop, retain, review and recommend corrective action for employees.
* Strong organizational skills & self-discipline to work independently with limited supervision.
* Participates as a member of the Service Operations Management Team concerned with strategic growth of the business overall.
* Work with Global Operations/Quality and T&PD on product reliability and COPQ improvements on all equipment installed within the South West region
* Responsible for the budget (P&L) within the South West
* Report and manage PM’s/CM’s and field service KPI’s for the South West region
* Drive improvements in COPQ and use metrics to demonstrate improvements.
* The ability and motivation to persistently pursue and achieve effective results which drive the business forward.
* Effectively lead and manage the performance of people by being a role model to others, monitoring progress on objectives and behaviours and coaching others for success.
* Make effective, timely decisions in a complex, global market by sourcing and analysing critical information.
* Understanding and recognition of the organisations commercial environment and positioning themselves, their role and their actions in order to support the organisations commercial success.
* Engage, challenge and work effectively with others.
* Build an effective network of relationships both internally and externally, understanding their customers’ needs.
* Willing and able to identify and support change and continuous improvement in own and wider business environment.
Qualifications
* Demonstrate excellent interpersonal communication skills with the ability to interface comfortably with all levels in the organization including executive management
* Individual must be open and approachable and demonstrate solid communication skills, both oral and written.
* Experience in a leadership role within a service organisation and responsibility for leading the growth of a business
* Computer literacy, competency in use of all programs within MS Office Suite and aptitude for learning specialized software programs.
* A strong orientation for customer focus and teamwork will be required.
* Exceptional business and manpower management skills.
* Significant knowledge and understanding of people and the ability to teach, train, motivate and develop staff.
* Excellent people manager, open to direction and collaborative work style and commitment to get the job done
* Delegate responsibilities effectively
Additional Information
Join us and we’ll help build your career, with excellent training and opportunities for career growth across the business, both locally and globally. You’ll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing. You’ll also have the flexibility to choose from a wide range of benefits to suit your lifestyle, offering you and your family support from a health and wellbeing, financial and lifestyle perspective.
Join us and work for a world-leader, with the benefits and training to reward your dedication and skills. Be part of a team where we are making the world a safer place.
We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.
At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website ( Careers - Smiths Group plc )