Technical Support Manager
Location
Berkshire | United Kingdom
Job description
Duties/Responsibilities
EMCOR UK are recruiting for a Technical Support Manager to be based at our Thames Water contract in Reading.
Hours of work: 8am to 5pm, Monday to Friday
Location: Clearwater Court, Reading
Role will be based at Clearwater Court but mobile across our Thames Water contracts, supporting the Head of Operations.
Job Purpose
To lead the delivery of effective Mechanical Services Maintenance, Electrical Services Maintenance, infrastructure maintenance and Fabric inspections within the Thames Water contract, in compliance with the contract deliverables and KPIs.
To lead the delivery of Service Desk and Scheduling across the account in compliance with contract deliverables and KPI’s demonstrating continual improvement of engineering self-delivery efficiency
Provide leadership and support to the Technical and Service Teams made up of Area Service managers, Supervisors and Engineers, Service Desk Support Team, and Scheduling Team
To deliver and manage an efficient best in class service desk and engineering service across the Thames Water portfolio.
To lead and support the overall service delivery and team management aligned to EMCOR values and demonstrate a collaborative approach across the account.
Duties / Responsibilities / Accountabilities / Deliverables
HFM
- To lead and develop the EMCOR UK maintenance team through effective communication, training, and development, to ensure compliance across the Thames Water estate.
- Oversee the progress of the planned maintenance and remedial works, while ensuring accurate costs and time management working with the Managed Fund Team
- Ensuring all works are completed to the satisfaction of the customer and regulatory authorities.
- Monitor risk through appropriate risk management including but not limited to Commercial, H&S and Operational risks, highlighting to the Head of Operations when relevant.
- Working in conjunction with Area Managers, Supervisors and Service Team to monitor maintenance performance and to ensure continuity and compliance across the Thames Water estate.
- Own and maintain initiatives to identify and implement ways in which services can be improved to maximise value and minimise cost, risk, and downtime.
- Provide full end to end management of engineering processes with service delivery improvement plans and innovation in place aligned to risk management deliverables.
- Effective use of CAFM, EMMA, AMT as per our standard operating procedure.
- Keep up to date with new innovations in marketplace and suggest improvements.
- Ensure that sufficient quality standards are always being maintained.
- Ensure the contracted services are delivered to the agreed specification and standards.
- Ensure a timely response to all requests, fully satisfying customer requirements.
- Ensure implementation & compliance to EMCOR and Thames Water Safe Systems of Work.
- Ensure implementation & compliance of document control.
- Ensure all PPM, reactive and extra works are completed in line with contract SLAs, KPIs and Thames Water requirements.
- Oversee the management of all logbooks (where appropriate) ensuring they are always up to date and compliant.
- Lead the Account Behavioural Safety culture and drive a culture of interaction before prevention.
- Drive a culture of engineering efficiency with reduced travel time and increased daily tool time.
- Engagement and Support to key EMCOR stakeholders to support the service delivery to the Thames Water clients.
Management
- To behave consistently in line with EMCOR UK’s values.
- To always be organised and proactive, ensuring that workload is prioritised and completed.
- To be part of the management escalation call out Rota.
- To ensure the team have the relevant skills and competencies to complete their job effectively.
- Ensure that the HFM training is kept compliant across the account.
- Ensure succession plans are in place for every member of staff.
- Ensure a sufficient AP and CP structure is in place.
- Deputise for the Head of Operations as required.
- To complete any other reasonable request instructed by management.
Client Management
- To establish a consistently positive working relationship with your client and end users.
- To ensure all applicable processes are designed and approved, to ensure operational excellence.
Commercial and Finance
- Provide support in relation to the Managed Fund and Quoted Work processes.
- To satisfy all contract deliverables.
- To design and implement cost optimisation initiatives.
- Capture and communicate any potential commercial changes and/or gaps to Head of Operations.
HR
- To ensure that team performance is consistent and satisfactory.
- Complete any training required.
- Complete appraisal process in line with EMCOR UK procedure for all direct reports.
- Apply HR policies and procedures to a satisfactory standard as and when required.
- To ensure the HFM Team and Service Team consistently has operational resilience.
- Monitor and manage staff efficiency levels.
Performance
- Constantly review processes to ensure operational excellence.
- Proactively monitor KPI and SLA performance so that any issues are resolved.
- Ensure compliance of Statutory Inspections.
- Ensure consistently low work order backlog.
- Manage the Service Team to provide effective scheduling.
- Review and updating of Business Continuity Plans across the account.
- Full ownership of audit processand inspections.
- To complete relevant reports as directed by the Senior Account Management Team.
Procurement
- Oversee subcontractors in line with EMCOR UK policies.
- Ensure that subcontractor performance is consistent and satisfactory.
HSW
- To comply with EMCOR UK’s Health, Safety and Wellbeing policies and procedures are always maintained.
- Accurate use of Intelex to report any near misses or accidents and ensure actions are closed out in a timely manner.
- Ensure that all HFM teams are proactively reporting near misses and/or accidents.
- Reviewing high risk RAMS from subcontractors to ensure standards are maintained.
- Ensure compliance to EMCOR UK RAMS and Thames Water Procedures.
- Ensure compliance with asbestos management processes and procedures.
- Play a leadership role in the Behavioural Safety Programme
Energy and Environmental
- Embrace and support the Thames Water initiatives.
- Provide feedback and plans to reduce carbon use across the Account.
Resource Responsibilities:
- Manage directly three direct reports 2 x Area Service Managers and 1 x Service Support Manager and indirect management of engineering and service centre teams.
- Lead and manage the self-delivery and supply chain service for PPM and reactive services.
- Support to around 10,000 additional requests for service annually, as part of the Managed Fund.
- Management of technical delivery and compliance within the Thames Water contract across the model of Self Delivery and Supply Chain.
Person Specification
- Pivotable technical management role within Thames Water contract.
- Technically qualified, minimum HNC/HND, in appropriate engineering discipline.
- Thorough technical knowledge, plus relevant working experience of asset management, delivery and maintenance of all building services including critical services.
- Experience working in controlled and critical environments.
- NEBOSH General Certificate or working towards.
- Ability to demonstrate knowledge of statutory regulations associated with all Building Services and Permits to Work systems.
- An experienced operational and maintenance leader of business-critical service systems in a 24/7/365 environment.
- Proven record in managing diverse engineering and operational teams within a highly regulated environment.
- Good working knowledge of SFG20.
- CAFM management experience.
- Demonstratable Electrical/Mechanical AP Status either current or recent.
- Strong analytical skills including root cause analysis and process mapping.
- Excellent Technical Report writing skills.
- Experience conducting technical investigations within critical environments.
- Extensive FM industry experience is essential.
Personal Competencies:
- Smart and presentable.
- Ability to build and maintain positive relationships both internal and externally to the contract.
- Proactive and forward-thinking individual, constantly horizon scanning to ensure best standards are maintained.
- Effective performance management skills.
- Demonstratable leadership behaviours.
- Demonstrates extensive organisational skills.
- Has excellent attention to detail.
- Highly effective communicator.
- Ability to work under pressure in a highly regulated industry.
- Agile and mobile to the needs of both EMCOR UK and the Customer.
- Excellent timekeeping.
- Confident and effective presentation skills.
- Ability to lead and control difficult meetings both internally and externally.
Other factors:
- Must always wear EMCOR UK provided and relevant PPE where required.
- During your duties, you may have access to confidential information, which must not be divulged to any unauthorised persons.
- This job description is not an exhaustive list of responsibilities to be undertaken by the post holder and you may be required to perform other duties, which are felt to be reasonable and commensurate with the post.
- Must be willing to travel UK wide and always hold a valid UK driving license.
- Must be willing to obtain and maintain DBS and/or Security clearance as requested.
- Core hours of 08:00 to 17:00 Monday to Friday.
Benefits
- 25 days holidays + Bank holidays
- Overtime available
- Holiday Buy Scheme - up to 5 days
- Company Pension - Auto enrol.
- Company sick pay
- Industry leading Maternity & Paternity Policies Real Living Wage Employer
- Refer a Friend scheme
- Extensive Learning & Development opportunities - including opportunities for progression.
- Discount Shopping, Gym, Days Out
- Bike To Work Scheme
- Medicash - Health cash plan - Benefits covered include dental, optical, physiotherapy and a health & wellbeing.
- Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries.
- Occupational Health - Making a positive change to Health & wellbeing at work.
- Various Rewards & Recognition Awards
- x11 RoSPA Awards for Health & Safety achievements in 2022
- Stable employer with long-term prospects on the contract
Job tags
Salary
£55k per annum
