Customer Experience jobs in United States

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.
Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Working Days: Monday to Friday - 08:00 - 16:30 (OOH support will be required for operational incidents Inclusion in an on call rota for OOH support across evenings and weekends)

The role of Regional Engineering Manager will be responsible for management of technical engineering and project services, as part of a high functioning team delivering a large public sector contract across Scotland.

The Regional Engineering Manager will manage the North of Scotland area comprising between 180 sites and oversee all aspects of service delivery in technical engineering service delivery, comprising of technical compliance inspections, routine maintenance, reactive breakdown works and minor/major project work through a team of directly employed engineers and supply chain partners. The role will have accountability for Health & Safety performance and high focus on ensuring that all works are delivered safely on time, within budget and to the required quality standards.

Customer relationship management is a key part of the role, to support current and emerging requirements within client organisation and be part of a team which delivers excellent customer experience.

• Responsible for regional service delivery including risk and compliance in electrical, mechanical and life safety systems to circa 180 sites and 15-20 engineers
• Principle points of contact for all technical and operational escalations including incident & failure management.
• Management of all planned maintenance and reactive works within region of Scotland
• Project management of minor and major works
• Provide technical and operational support to helpdesk and support service functions
• Support and drive sustainability and energy management initiatives
• Budgetary responsibility for a contract region and associated cost base
• Leadership and lead by example in culture of safety, opportunity, inclusiveness, and diversity
• Implement solutions which are leading edge in technical engineering standards, solutions and technology
• Deliver a contract which achieves 100% statutory compliance, KPI adherence and critical engineering asset framework protecting and enhancing customer assets
• Ownership of customer relationships, delivering exceptional customer experience, true partnership and collaboration
• Deliver contract scope of works through CAFM platform and other software packages such as Smartsheet and MS Teams/SharePoint
• Managing the performance of all direct engineer reports on both a formal and informal basis including employee engagement, motivation, performance and absence management
• Ensuring that all employees have the appropriate skills, knowledge, experience training and qualifications to fulfil their role
• Ensuring that all direct and indirect reports are aware of their responsibilities with regard to the Health & Safety, Environmental, Sustainability and Quality policies.
• On call escalation point of contact on a rotational basis

• Experience of working in a similar role for a Hard Services service provider.
• Has/or can obtain security clearance (mandatory pre-qual requirement)
• Strong technical engineering background working in a fast-paced hard services environment
• Core technical qualification in Electrical, Mechanical or Building Fabric services
• Understanding of critical environment infrastructure such as UPS, BEMS, LV. Experience in project management and energy management services
• Demonstrate an understanding of the legislative requirements that impact on the client’s property.
• Relevant H&S qualifications for the position (IOSH, NEBOSH, SMSTS)
• Good communication skills including presentation and written report writing.
• Excellent PC skills, including CAFM System (Concept, Maximo etc.) Teams, SharePoint, Excel,
• Full driving license.
• Commercially astute, preferred experience in delivering contracts within NEC4 framework and associated CEMAR system
• A decisive individual with the ability to work well under pressure.
• Strong management skills and ability to form collaborative working relationships and communicate with a large and varied delivery team.
• Self-motivated and enthusiastic, with good time management and leadership skills.
• A creative thinker, with the ability to develop a solution as well as analyse the problem.

If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.