Fire & Security Area Service Manager

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

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

• Operational ManagementManage 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 optimise operations.
• Team LeadershipSupervise 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.
• Customer & Account ManagementMaintain 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.
• Financial & Compliance ResponsibilitiesMonitor 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.
• Onboarding & Service ContractsSupport 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.
• KPIs & ReportingTrack and report on area operational KPIs, including SLA compliance, engineer productivity and customer satisfaction.Provide regular updates and insights to the Regional Service Manager.
• Engineers Overtime & Resource ManagementApprove 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

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