Engineering Manager

Overview

JLL empowers you to shape a brighter way .

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

To provide support to the Regional Operations Director and be accountable for driving performance to achieve operational excellence meeting all agreed KPI’s within your business unit. The Area Engineering Manager is a key role providing strategic and tactical operational leadership and direction across the business unit. A key member of the Engineering team, the overarching purpose of this role is to ensure that each client receives a high quality and efficient service, meeting or exceeding all KPIs.

This role provides strategic and tactical operational leadership to a client facing, multi-skilled and highly motivated field-based Engineering team. Working in a collaborative matrix management environment, you will align with our Customer Experience Centre and Account management teams to ensure that all aspects of our client’s delivery is seamless through a One Team approach.

Passionate about service delivery, you are responsible for the management of all work allocated to Integral engineers and our trusted supply partners; and the compliant closure of these work orders whilst ensuring that we achieve our stringent KPI’s.

You will be a commercially bias decision maker who is focused on delivering exceptional standards. You will manage the budget and deliverable services of assigned local business contracts ensuring that both financial and client KPI’s are met.

Through visible leadership, effective coaching, mentoring, development, and quality management, you will develop and motivate your team to achieve first class Engineering service, driving confidence in our delivery to both our external and internal stakeholders.

Calm under pressure and full of initiative, your focus will be to enable, encourage and support your team to be the best they can be. Always focussed on achieving contractual KPI’s, you will address performance challenges in a timely way, ensuring that process & quality standards are consistently adhered to. You will be able to use our standard operating models, playbooks, and data to analyse performance against targets, KPIs and SLAs and above all ensure that customer service delivery is at the heart of everything you and your team does.

Main Duties & Responsibilities

Engineering Delivery

• To work with, promote and ensure compliance within the business unit with the Health, Safety and Environmental policies and procedures, aligned with business H&S team.
• Ensure all statutory, mandatory, and routine planned maintenance inspections are completed in accordance with the annual maintenance programme and in accordance with the KPI’s.
• Ensure company standard operational procedures are always implemented and adhered to within your business unit.
• Business acumen, working closely with Account Management to ensure contract margins are maximised whilst delivering customer SLA’s
• Supporting Account managers with customer visits and meetings.
• Take the lead for Engineering for client Accounts
• Technical support to clusters
• Support clusters on engineering recruitment, TNA(training Needs Analysis) & skills development
• Establish and maintain the consistent operational performance in line with KPIs and service levels to ensure customer satisfaction and contract measures are met within the region.
• Ensure Quality assurance procedures are adhered to and any new policies, procedures and change processes agreed are implemented to improve operational performance in a timely manner.
• Pro-actively manage H&S, through ensuring we provide a safe working environment, engendering & maintaining a safety driven culture, ensuring all legislative & company policies, processes and procedures are adhered to.
• Own and manage the P&L for their Region to achieve or exceed the agreed financial targets for operational performance, training and development, H&S, revenue, and expenses
• Ensuring that Incident, Operational and Financial Management Reports are submitted in the agreed format, on a timely basis and in line with the reporting dates and Contract requirements.
• Accountable for ensuring all appropriate audits are undertaken by your team on a regular basis and feedback is acted upon promptly and effective.
• Oversee and ensure that engineers Toolbox Talks to a high standard are completed, to include operational procedures and contract information.
• General support and best practice advice concerning any contract and engineering issues particularly during tender / bids.
• Ensure technical support and infrastructure is always maintained appropriately to preserve effective and efficient performance levels.
• Lead, develop and coach your Engineering team to deliver customer excellence to the contracts they support in their region / cluster
• Responding to escalations to support the client through to complete resolution, ensuring you and your team take ownership.
• Take ownership for resolving queries and completing the actions required to ensure that all customers receive the highest quality of service
• Proactively audit customer sites and Technicians within the region

Continuous Improvement – right first time, root cause analysis, process improvement

Team Performance

To ensure that the team are fully equipped to complete their tasks through regular 1 : 1’s, training, coaching and development activities

To monitor the daily performance of the team, providing timely feedback and acting on poor performance where necessary

To ensure that each team member has regular coaching sessions with their line manager to enhance their current skillset and increase performance capability

Responsible for identifying trends in performance and placing the appropriate measures in place to increase performance in a timely manner including Performance Improvement Plans once all other avenues have exhausted.

Responsible for ensuring that your teams are aware of call statistics, KPI’s and any other relevant targets and visuals to aid them in despatching their duties including contract performance within your area.

Responsible for ensuring that your teams’ knowledge on process, procedures, business, and contract awareness is at the required level to enable them to dispatch their duties to the highest quality standards that as a minimum meet KPIs

Leadership – role model Integral Values & Behaviours

Provide robust people and team management principles, such as effective leadership, motivation techniques, performance management, quality principles, and development initiatives to ensure that the team meets and exceeds targets and expectations

To operate within contractually set service level agreements, policies, procedures, and targets

Take ownership for own performance, receiving feedback positively, taking action where required and identify and apply opportunities to develop and improve skills.

Responsible for all HR process and procedures ensuring that they are followed to the letter in a timely manner within set parameters.

Ensuring that you always act as a role model and conduct yourself with professionalism regardless of the situation

Expected to work as part of the wider team and collaborate with your peers to cover activities for other teams when your peers are unavailable.

Essential Qualifications & Experience

Location : Remote – Birmingham, GBR; Cheshire, GBR

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page. I want to work for JLL.

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