Present
Business telecommunications partner with Siemens. Started as a Maintenance/Installation Engineer, progressing to Assistant Maintenance Manager in 2004 and promoted Maintenance Manager in January 2006.

Reporting to the Managing Director and Operations Director, responsibilities include:

Designing, Managing and Maintaining a database of 3500 customers nationally
Managing any second line customer faults escalated from the Maintenance Team Leader. Troubleshooting and supporting software often on client supplied hardware or networks. Providing advice, technical guidance and training for engineers in order to develop their careers and achieve customer satisfaction
End route in fault escalation process. Prioritising and allocating engineer sites visits.Manage the maintenance and repair of BT wholesale and third party broadband services and SIP providers. Lead a team of four Customer Relationship Managers to target existing customers to renew agreements which are due to expire. Review and negotiate the premium and term of customers maintenance agreements. Ensuring the customer base is invoiced correctly and efficiently
Advising the contract coordinators with solutions to customer queries
Provide KPI results on the performance of the maintenance department to the board


Management

Managing the maintenance department personnel, consisting of 17 field-based and help desk engineers with two administration staff
Staff performance issues e.g. probation, reviews, targets, timekeeping, undertaking appraisals and highlighting training needs.
Assisting the recruitment of maintenance department personnel including short-listing, screening and interviewing


Achievements

Planned and managed the technical programming for the network provider of the maintenance
customer base

Designed and implemented the restructure of the call and fault handling process of in-house support engineers
Created a maintenance customer database for annual billing and stat providing to the board