Role: Maintenance Manager

Reporting to: Director of Operations

Job Summary:

The Maintenance Manager is responsible for overseeing the maintenance team, ensuring the efficient administration and execution of maintenance contracts. This role involves contract renewals, job costing, productivity reporting, and customer liaison, while working closely with the sales team to manage new contracts. The Maintenance Manager will ensure Service Level Agreements (SLAs) are met and provide comprehensive reports to both internal teams and customers.

Key Responsibilities:

Team Leadership & Coordination:

• Lead a team of Maintenance Administrators. This will involve overseeing scheduling and resource allocation to ensure efficient service delivery.

• Oversee the Management and coordination of the Engineers. Work collaboratively with the Service Delivery Manager to plan and allocate the smooth delivery of services to our clients.
• Provide weekly productivity reports on the team’s performance.
• Monitor engineer performance and ensure work quality meets company standards.

Contract Management & Administration:

• Manage renewals and administration of maintenance contracts, working closely with the sales team to ensure processes, timelines & SLA’s are adhered to resulting in smooth transitions.
• Responsible for monthly audits of renewal contracts, to ensure we are delivering to the client what is sold.

• Ensure all contracts are accurately costed and maintain full job costing reports.
• Develop new maintenance contracts in line with business objectives and customer needs.

Reporting & Data Analysis:

• Produce a full suite of weekly reports detailing team productivity, contract performance, and financial insights.
• Provide high level report to customers as required, ensuring transparency and accountability.
• Monitor and track SLAs, ensuring compliance and addressing any discrepancies.
• Reporting on back log of service jobs and impact on renewals and delivery.

Customer & Stakeholder Engagement:

• The primary point of contact for key customers, ensuring satisfaction and resolving issues promptly.
• Weekly planning meeting with the Service Delivery Manager to ensure future scheduling is planned efficiently and communicated across both teams.
• Collaboration between Sales and Maintenance on monthly performance report.
• Address escalations and work proactively to enhance service delivery. SLA’s to be defined and expectations of the team are to be clearly communicated in terms of response times to emails, phone calls and the execution of NC’s where necessary.

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Compliance & Continuous Improvement:

• Ensure all SLAs are adhered to, addressing any underperformance issues.
• Identify areas for efficiency improvements and implement best practices.
• Work closely with the sales and operations teams to align maintenance services with overall company objectives.

Skills & Qualifications:

• Proven experience in maintenance management, service coordination, or a similar role.
• Strong leadership and team management skills.
• Excellent contract management and job costing experience.
• Highly proficient in Microsoft Office (Excel, Word, Outlook) and maintenance management software.
• Strong data analysis and reporting capabilities.
• Excellent customer relationship management and problem-solving skills.
• Ability to work in a fast-paced environment, managing multiple tasks simultaneously.

KPI Requirements:

Objective:
To ensure effective and efficient management of maintenance contracts, team productivity, customer satisfaction, and continuous business improvement through a structured set of Key Performance Indicators (KPIs).

1. Contract Management

• Renewals:
  Ensure that all maintenance contract renewals are completed within the same month they expire.
  • MC (Maintenance Contract) events must be created and updated in the system at the time of renewal.
• Job Costing:
  • Carry out full job costing on each individual contract, site by site.
  • Identify any contracts that are underperforming or yielding a low margin.

2. Operational Performance

• Monthly Reports Required:
  • Service Backlog:
    Report the number of open/outstanding service jobs.
  • Engineer Utilisation Rate (%):
    Track the percentage of available engineering time that is productive (billable work).
  • Maintenance Hours Completed:
    Report on the total scheduled maintenance hours versus completed maintenance hours each month.

3. New Business Opportunities

• New Business Identified:
  • Record and report on any new business opportunities identified by the maintenance team (including site, contact, and estimated value).

4. Follow-Up Work Tracking

• Chargeable Follow-Up Work:
  • Record any follow-up works required following a maintenance visit and the estimated value of the additional works.
• FOC (Free of Charge) Work:
  • Report on any FOC (free of charge) works carried out following maintenance visits.
  • Track the volume and cost of FOC works to ensure that wherever possible, follow-up works are chargeable.

5. Customer Engagement

• Customer Reporting:
  • Ensure contract performance reports are prepared and issued to customers as agreed (monthly, quarterly, or annually).
  • Record and escalate customer feedback (positive and negative).

6. Compliance and Continuous Improvement

• Health & Safety:
  • Report on all Health & Safety issues and non-conformances identified during maintenance activities.
• Process Improvement:
  • Suggest and implement process improvements quarterly (minimum 1 per quarter).

Summary of Monthly Reporting Requirements:

Note:

• All KPIs are to be reviewed monthly with the Director of Operations.
• Continuous improvement in all areas is expected and should be documented and tracked.

Benefits:

• Competitive salary
• Pension
• Death in Service benefit
• Performance-based incentives
• Career growth opportunities within a dynamic team.
• Bike to work scheme
• Employee assistance programme

Enhanced sick pay