Job Description:

Protec Fire and Security Group/A Bosch Company have an opportunity for a Fire and Security Area Service Manager in Scotland.

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.

Key Responsibilities

1. 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.

2. 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.

3. 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.

4. 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

5. 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.

6. 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.

7. Engineers Overtime & Resource Management

Approve local engineer overtime in line with operational needs and budget.

Adjust staffing and resources dynamically to maintain operational continuity.

Key Skills & Competencies

• 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.

Qualifications & Experience

• 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.

KPIs / Performance Metrics

• 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