Overview
Lead Engineer – Fire & Security team. A driven and experienced leader responsible for delivering service excellence, ensuring compliance, performance, and customer satisfaction across the region. Work with regional management and scheduling teams to own resource planning, service delivery, and continuous improvement, maintaining quality, reliability, and professionalism.
Responsibilities
- Ensure performance and service align with compliance and monthly schedules.
- Respond to customer needs, complaints, and concerns with urgency as required.
- Complete toolbox talks with direct reports and provide clear records to the compliance team.
- Be available for site surveys and installation handovers as directed by your Regional Service Manager (RSM).
- Organise, maintain, and communicate an effective call-out rota for the area.
- Deliver minor works within the area through dedicated minor works resources.
- Deputise for the Regional Service Manager during sickness or holidays as required.
- Assist the Regional Service Manager in managing the engineering team.
- Support engineers in stock control and action management.
- Attend and assist with troublesome sites and complaints.
- Provide technical support to the DRS and Sales Team with quotations.
- Initial planning of planned preventive maintenance (PPM) on large/complex sites and meet with customers to support key sites in the region.
- Assist in delivering small bespoke projects to ensure on-time delivery.
- Promote desired behaviours across the team (customer portals, timesheets, tools, PPE).
- Utilise all customer portals as directed by the RSM and in accordance with customer requirements in engineer instructions.
- Take ownership of all customers regarding service delivery.
- Be available for overtime and weekends when required, subject to reasonable notice.
Person Specification / Qualifications
- Strong organisational skills with the ability to plan and deliver work in line with compliance and service schedules.
- Customer-focused, promptly and effectively addressing queries, issues, and complaints.
- Proven team leadership and line management experience, including toolbox talks and maintaining compliance records.
- Confident communicator able to engage with customers and stakeholders during surveys, handovers, and ongoing service delivery.
- Ability to coordinate resources effectively, including managing call-out rotas and supporting minor works and projects.
- Technically competent across fire and security systems, with the ability to support engineers and assist with complex issues and quotations.
- Experience supporting operational management, including deputising for senior roles when required.
- Strong attention to detail, ensuring adherence to processes, systems, and customer requirements.
- Takes ownership of service delivery and promotes high standards across the team.
- Flexible and adaptable, with a proactive and team-oriented approach.
Benefits and Recruitment Information
Our market-leading offering provides benefits that suit your lifestyle, including access to a virtual GP, financial wellbeing support through Salary Finance, flexible lifestyle benefits platform, and options to purchase extra holiday. We offer discounts through MiDeals, cycle-to-work, life cover, enhanced pension contributions, and share plans. We recognise performance with Mitie Stars and potential prize opportunities. We provide training and development opportunities and are committed to an inclusive recruitment process. If you require reasonable adjustments during recruitment, please let us know by emailing us.
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