Job title:Fire Engineer - South Oxford/Swindon
Location:South Oxford/Swindon
Salary:Competitive
Hours:37.5 hours per week
Contract type:Permanent
Main purpose of role:

To provide the highest quality of commissioning, repair and maintenance service principally of fire detection systems and secondarily of company and third party products in an efficient and professional manner, continually meeting or exceeding given performance targets as directed by the Regional Service Manager. The jobholder shall at all times consider the needs of the Customer first and be able to demonstrate exceptional customer relation and interpersonal skills. Typically the types of sites covered will be residential homes for the elderly and supported living accommodation. It is essential that the right applicant will be able to communicate at all levels of management, residents and carers and deal with all aspects of service in a sensitive and positive manner.

Key responsibilities and results areas:
  • To repair and maintain existing equipment and systems across the range of fire, company and 3rd party products
  • To commission new installations prior to their hand over ensuring maximum customer satisfaction
  • To continually meet or exceed performance targets as set by Customer Service in the areas of productivity, quality of workmanship, first fix rate, stock control and attendance at work.
  • To demonstrate a comprehensive and in-depth knowledge of the fire, company's core and 3rd party products both in their repair and functionality.
  • Perform preventative maintenance checks, to also ensure that potentially disruptive issues are pro-actively averted. With all visits where possible adhering to the relevant British Standard.
  • Identify issues that lessen customer satisfaction and actively participate in their resolution and future prevention while adhering to the company's policies and procedures.
  • To demonstrate co-operation and flexibility in meeting the demands of customers throughout their area 7 days a week (Standby).
  • To be a highly motivated and enthusiastic team member positively promoting the Organisation as a world class service provider.
  • To ensure paperwork is clear, concise and on time.
  • Endeavour to create new business, and sustain existing business.
  • Be part of a standby rota to support fire products outside rostered working hours.
  • Undertake simple installation of individual pieces of equipment and repairs to installations.
  • To be able and willing to work outside geographical boundaries.
  • Assisting with installation related activities such as site visits/commissioning/surveying etc.
  • Undertake minor installation work and second fix on major installations
  • To mentor, coach and support Wardencall Technicians & Engineers on Fire Detection systems
  • Assist with the installations of Warden Call systems
  • A first - fix rate which consistently meets or exceeds 95% of all jobs attended
  • A productivity rate, which consistently meets or exceeds the minimum target as set by the Regional Service Manager
  • A utilisation rate which consistently meets or exceeds the minimum target as set by the Regional Service Manager
  • An attendance record which consistently exceeds the minimum target set by organisational needs.
Knowledge, skills and experience competencies:

• Preferred qualifications are a pass at NC level, equivalent NVQ or demonstrable alternative in a technical discipline (specifically Electrical or Electronic Engineering).
• Ideally qualified to BS7671, Part P in electrical installation and the relevant FIA training units.
• Knowledge & experience of Fire Alarm System installation, commissioning, maintenance & repair.
• Knowledge of the relevant British standards regarding Fire Alarm systems currently BS5839.
• Proven problem solving and analytical skills.
• Proven customer focus.
• Effective communication and motivational skills.
• Proven performance orientation.
• Sound knowledge of Health & Safety issues relating to the service function.
• Effective time management & planning skills
• A flexible attitude

Other information:

The Customer Service Function accounts for a significant volume of company turnover and profit.

 

The first is to maintain and repair customer equipment in accordance with service level agreements/contracts throughout the UK – the equipment varies from Tunstall to 3rd party.  The client base provides communication systems to vulnerable members of the community, therefore availability of the communications systems is considered vital. This in turn requires a 24-hour / 365 days per year service provision utilising approximately 150 technicians/engineers based throughout the UK. There is a clear focus on fixing a problem during the first visit to a call.  Technical support both to staff & customers is provided by a small technical support section.  Customer training is provided by a small customer training section and by the field operations technicians/engineers.

 

As the client base provides communication systems to vulnerable members of the community, the quality of installation work is important. Installers are currently responsible for commissioning completed schemes. Customer Service are responsible for specifying installation work and on checking the quality of sub-contractor work on completion.

 

Secondly spare field engineering capacity is utilised to undertake small installation works/projects, which reduces the requirement for sub contract installers.

 

The Fire Engineers provide a high level of technical expertise and quality of workmanship in the repair of fire detection systems. The overall service provision is necessary 24 hours a day, 365 days per year. Customer expectations are continually increasing and there is a growing focus on fixing a fault on the first visit. Additional 'value added 'services such as preventative maintenance
checks provide a significant proportion of service revenue. It is a fundamental requirement that these expectations can be met through the dedicated application of technical, interpersonal and customer relations skills which positively promote the company in the delivery of world class service. 

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