Up to £45k | Office-Based | Permanent Position | Company Benefits & Holidays | Full-Time The Technical Support (Office Based) is responsible for overseeing planning, coordination, system compliance, and performance control of engineering operations within the region. This role would require you to have a technical background in Fire and Security. This role acts as the central operational hub, ensuring engineers are effectively scheduled, performance is tracked, and service delivery is controlled in line with business objectives and KPIs. What You'll Be Doing: 1. Planning & Scheduling Oversight • Manage and optimize engineer scheduling and workload distribution • Ensure efficient route planning and job allocation • Balance reactive, PPM, and remedial workloads • Work closely with field-based managers to align resources 2. Performance Monitoring & Control • Monitor performance across the four pillars: Revenue, First Time Fixm, Utilization, and Open Calls • Monitor daily/weekly performance reports • Identify trends, risks, and underperformance • Drive corrective actions with field managers 3. System & Process Compliance • Ensure engineers update CASH system in real time • Monitor job progression, time allocation, and completion data • Validate travel time and job accuracy • Ensure data integrity across all systems 4. Operational Support • Act as escalation point for scheduling and planning issues • Support coordination of emergency and high priority works • Liaise with subcontractors and third parties where required • Ensure smooth communication between office and field teams 5. Continuous Improvement • Identify process inefficiencies and implement improvements • Support automation and system enhancements • Drive consistency in operational processes Key Performance Indicators • Scheduling Efficiency • Engineer Utilisation • Open Call Backlog Reduction • System Compliance (CASH accuracy) • SLA Performance • Data Accuracy & Reporting Quality What You'll Bring: • Experience in service planning, scheduling, or operations • Strong understanding of Fire & Security service environment • Experience with service management systems (CASH desirable) • Strong analytical and reporting capability Personal Attributes • Highly organised and detail-focused • Data-driven mindset • Strong communicator • Problem-solving and proactive • Able to manage multiple priorities TPBN1_UKTJ