Description The position requires you to support the management of the Vertiv Service Operations Business. As Technical Manager you will support the Engineering Manager with ownership of all aspects of service delivery across the customer base. You will manage a team of Field Service engineers and subsequently be responsible for the delivery and standard of the service they provide. You will encourage and promote service excellence at every opportunity. Duties & Responsibilities Engineering Management Activity To manage a team of UPS Field Service engineers of varied capabilities and location. The candidate must be prepared to cover varying locations across the UK. To become conversant with operation across the complete range of Vertiv manufactured products, including some legacy Chloride and Liebert UPS. To have a good understanding of the competitor’s equipment currently under contract. Build client relationships and ensure they are fully supported. Promote the company image on site by providing a professional service to customers. Provide 1 st line technical support to customers and field engineers. Provide technical guidance and support to customer support (CSO), projects and scheduling teams. Take ownership and management of ECO situations and drive for successful closure. Provide technical reporting, including drafting of customer RCA and incident investigation reporting. When necessary, assist with planned maintenance visits, breakdowns, any subsequent repair or return visits and commissioning of new equipment. You may be required to complete site acceptance testing or customer equipment familiarity training. Participate in the UPS Duty Manager rota to provide managerial out of hours support. Ensure UPS callout rotas are correctly staffed and supported throughout the year 24/7. Oversee your team’s training requirements and update training, experience and grading matrix. Provide engineer refresher training or on-site mentoring to develop your team’s skills and experience. Evaluate employee performance and motivate to achieve peak productivity. Identify opportunities for equipment, maintenance contracts and replacement UPS, Battery and Capacitor sales including multi discipline equipment. To supervise the Calibration and PAT testing programs. To identify and evaluate necessary tooling, PPE and test equipment requirements for your team. To appropriately and professional respond to all requests for assistance. Manage your team’s engineering accreditations and renewals; ECS, First Aid training etc. Timely and accurate completion of all engineers & company administration documents. Including Timesheets, expenses etc. Service Remedial Sales & Back-office support To support the back-office team & EM in the achievement of pre-defined KPI’s by monitoring our service delivery. You will have the authority to implement agreed changes in field service activities to help ensure all targets are met and exceeded. You will be required to assist sales staff, technically contribute towards the service quotations process. You are to focus on improving the technical content of our offerings/quotations. To attend customers sites for customer meetings or surveys. QHSE Compile site and activity specific Method Statements and Risk Assessments. Undertake 100% of the CE HSE site safety and quality audits on time. Recording both service engineer performance and customer feedback. Complete sub-contractor site audits. Assess and control all risks (health, safety and environmental) identified for all activities, identify and comply with all relevant legislation. Reduce adverse events; incur no lost time events or high severity events. Reporting To meet/exceed all KPI’s set. Provide Engineering Manager with feedback on Operational performance. Provide Engineering Manager with feedback on financial performance. Provide Engineering Manager with statistics on Site visit inspections, Calibration, PA testing, PPE issue, Training & Customer feedback. Interactions Customers, both yours & other Engineering teams, Senior Management, Key Accounts, Technical Support staff, Service Contract Sales, Product Sales, Marketing, Facilities, HR, Finance, Sub contractor Service Providers & Suppliers. QUALIFICATIONS 5 years’ experience as a UPS Field Service engineer. 10 years in the Electrical/Electronic Industry or similar. Strong focus on customer satisfaction and long-term customer relation building. HNC /HND in Electrical/Electronic engineering or equivalent. Excellent written and verbal communications. Excellent organizational and time management skills. Self-motivated and capable of operating with minimal supervision. Ability to successfully interface with various departments and personnel in potentially stressful situations. A recognized team leader and strong communicator. Service Operations requires a 24hour commitment and O.O.H working may often be necessary. Clean Driving License.