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CAREERS

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Head of Customer Services

Head of Operations

Field Service Technician

Project Manager

 

CAREER OPPORTUNITIES

Head of Customer Services

Job Title - Head of Customer Services
 
Posted - 3rd April 2017
 
Location - Havant, Hampshire - Customer Services Department
 
Reports to: Managing Director
 
Summary of Role
A skilled customer facing service professional with general management experience gained within a business to business high volume industry ideally within the construction sector, able to provide leadership to the customer service team to deliver timely effective field based support, customer and staff technical training and provide the company’s first line of support for any customer support requirement.
 
Salary
To be confirmed
 
Duties and Responsibilities

  • Develop a business plan to secure annual growth objectives for the UK service organisation, to achieve agreed P&L objectives.
  • Development of a UK wide installation and service organisation to achieve agreed customer service delivery measures.
  • Manage the day to day relationship with international distributors, to maximise the customer experience and in so doing securing targeted growth within the designated territory.
  • Establish with others an integrated IT based management system and ensure its alignment with the Coopers Fire organisation.
  • Ensure the Service organisation works to the policies and practice defined for the Coopers Fire Organisation.
  • Support the development of Coopers integrated purchasing organisation and develop the procedures to maximise its effectiveness to support the needs of the service organisation.

 
Desirable Skills / Experience

  • The role requires a blend of high-level strategy definition, hands on operations and excellent people management skills.
  • Successful, demonstrable track record of effective customer service delivery, gained ideally within a
    • 1st Tier automotive or aerospace environment.
    • 1st Tier Construction environment.
    • International distributor management.
  • Knowledge and experience of a UK customer service organisation.
  • Strong planning and analytical skills with excellent attention to detail and the ability to think strategically.
  • Experience of developing an international distribution network.
  • Pragmatic can do approach, able to execute complex projects.

 

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Head of Operations

Job Title - Head of Operations
 
Posted - 31st March 2017
 
Location - Havant, Hampshire - Operations Department
 
Reports to: Managing Director
 
Summary of Role
A skilled operational professional experienced with delivering within a construction project based business to business high volume environment; able to provide leadership to the Manufacturing, Project Managers, Purchasing & Logistics functions working within a customer focused team based environment to affect substantial high levels of customer service & product cost improvements.
 
Salary
To be confirmed
 
Responsibilities

  • Own the customer driven demand planning and execution process, ensuring it secures high levels of customer satisfaction.
  • Develop and secure the operational leanness plan, securing progressive improvements in People, Process, Costs and Quality measurements.
  • Working with the purchasing team develop the purchasing strategy, ensuring it is aligned and supportive to the business requirements, achieving both high levels of customer service and progressively reduce the working capital employed to achieve agreed targets.
  • Own the business H&S plan, its development and execution.
  • Build a project management capability to affect high levels of customer service whilst ensuring that all contracts achieve their bid quoted gross margins.
  • Support and drive cross-functional team alignment.

 
Desirable Skills / Experience

  • The role requires a blend of high-level strategy definition, hands on operations and excellent people management skills.
  • Successful, demonstrable track record of effective project management, gained ideally within a
    • Construction environment.
    • Fast moving mechanical or electrical products environment.
  • Knowledge and experience of purchasing best practice, business process improvement and change management.
  • Strong planning and analytical skills with excellent attention to detail and the ability to think strategically.
  • Operational management experience gained within an SME environment.
  • Degree qualified.
  • Pragmatic can do approach, able to execute multiple complex projects.

 

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Field Service Technician

Job Title - Field Service Technician
 
Posted - 16th February 2017
 
Location - Home based - Service Department
 
Reports to: Area Service Manager & Head of Coopers Service Department
 
Summary of Role
A professional Field Service Technician with experience gained within a field service role ideally with knowledge of the construction industry and life safety systems. To attend site/s and conduct the following tasks although not limited Installation and Commissioning, Planned preventative maintenance or Customer Service requirements as determined by the contract or Area Service Manager. Ensure that you work in accordance with the business quality management system and provide support to the continuous improvement of the business’s customer service offering.
 
Salary
Salary dependent on experience.
 
Duties and Responsibilities
 
Responsibilities and tasks vary but our Field Service Technician's may typically be involved in:

  • Carrying out routine/planned scheduled maintenance work
  • Responding to breakdown & equipment faults.
  • Diagnosing breakdown problems and carry out first time fix;
  • Fitting new parts and making sure equipment is working correctly prior to signing off;
  • Liaising with client departments, customers and other engineering and production colleagues;
  • Dealing with emergencies, unplanned problems and repairs;
  • Callout Rotas 1 in 6
  • Ensure Van stock is controlled
  • Support the continuous development of the Quality Management System adopting improvements to continuously improve the customers experience and preference toward adopting Coopers fire Services.
  • To complete FST timesheets/expenses on a weekly basis and submit to accounts.
  • To ensure FST PPE is adequate for the H&S purpose and arrange for new kit to be ordered when required.
  • Perform with an understanding of business requirements and support all continuous improvement activities.
  • Convey messages and ideas clearly and openly. Involve people and influence decisions. Report internally and externally. Give and receive constructive feedback successfully.
  • Ensure that customer feedback is relayed back to the CSM’s on a daily basis.

You must be flexible and willing to work at various locations and at height, there will be a requirement to work some weekends and out of hours, you will be required to stay away overnight on occasions (accommodation provided).
There may be occasions when field work is unavailable you will be required to assist in varying duties in the service department office which happens to be nearest to your location.
 
Person Specification
 
Education
 
Essential

  • A good basic education is essential, with at least GCSE passes in Maths and English or equivalent.

Desirable

  • Higher educational qualifications to ‘A’ level/HNC/D or degree would be beneficial or equivalent.

Training
 
Desirable

  • Ventilation experience, electrically qualified 17th Edition, experience working with Fire Curtains or Smoke curtains, Metal shutters and Smoke vents.

Experience
 
Desirable

  • 5 years’ experience in a similar role with people liaison experience.

Desirable

  • Some life safety equipment experience would be a distinct advantage.

 
Aptitudes: The role requires a blend of energy, customer focus and excellent technical skills, demonstrable track record of effective resolve, and a Pragmatic can do attitude gained ideally within a fast moving industrial service environment. With the ability to manage a multiple number of site driven issues.
 
Character: Reliable and committed. Confidential and discrete approach. Calm manner, able to work under pressure and with changing demands and priorities.

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Project Manager

Job Title - Project Manager
 
Posted - 1st December 2016
 
Location - Havant, Hampshire - Commercial Department
 
Reports to: Commercial Director
 
Summary of Role
This role covers the project management of supply and installation of projects from order receipt through to final payment receipt.
 
Salary
Salary dependent on experience.
 
Duties and Responsibilities

  • Manage day-to-day responsibilities of assigned projects to achieve planned schedules and margins
  • Liaise with customers, architects, consultants, and end users, as applicable, to agree the complete scope of works to be carried out by Coopers or their sub-contractors
  • Attend project sites as required to carry out site surveys, supervise installers, attend design, progress and planning meetings and project handovers to the client (where applicable)
  • Produce the required information to production to enable them to manufacture and order the required equipment to fulfil the project requirements within the agreed timescales and budgets
  • Prepare the necessary scopes of work to issue to installers or sub-contractors enabling them to supply costs (sub-contractors only) for the installation and supply of equipment where applicable
  • Prepare the necessary site specific risk assessments and method statements, for inclusion in the installers pack. Obtain the necessary approval from the client or other relevant parties
  • Prepare Operation and Maintenance manuals for the equipment supplied on individual projects in accordance with the customer’s requirements
  • Provide awareness of Quality and Environmental Policies to personnel working on sites on behalf of Coopers Fire Ltd and to comply with the Company’s Procedures and Policies
  • Ensure to obtain the Sub contractors declarations confirming the conformity of disposal of waste, in accordance with the method statement or agreed waste disposal arrangements
  • Assist with collecting overdue invoice payments relating to projects managed
  • Feedback and suggest new ideas for new markets/products, improved processes and promoting the brand
  • Obtain customer satisfaction feedback on behalf of the business from projects
  • Carry out such additional responsibilities as may be considered necessary by the Management

 
Qualifications

  • Construction based technical qualification (e.g. HNC or higher) preferably in site or project management
  • Technical Knowledge

 
Desirable

  • CSCS Card
  • IPAF
  • PASMA
  • Mechanical or Electrical

Experience
 
Essential

  • Contract/Project Management
  • Managing teams of site based installers or servicing teams
  • Construction Sector
  • Managing Construction Projects
  • A key eye for detail and accuracy
  • Ability to read drawings and interpret technical requirements
  • Excellent Customer service & Communication skills

 
Desirable

  • Manufacturing knowledge
  • Finishing or fire related products for the construction industry
  • Managing subcontractors

 
Attributes

  • Good communicator
  • Customer focus approach
  • High energy
  • Good organisational skills and attention to detail
  • A high level of numeracy skills
  • Able to take pressure
  • Good people motivator
  • Tenacious
  • Good negotiator
  • IT literate
  • Technically minded
  • Passion and pride in the work carried out and areas of responsibility
  • Self-motivated, confident and resourceful

 
Reportees

  • Site Installation and Service Engineers employed on allocated projects

 
Key Results Areas

  • On time delivery and timely agreement of final account
  • Actual costs versus estimated margin to deliver and install
  • Customer Satisfaction – measured by for example feedback survey
  • Number of call outs or return visits for substandard work
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PETA APPRENTICESHIP SCHEMES

At Coopers we are always happy to hear from students looking for an apprenticeship scheme. It is a fantastic opportunity to get into a career of your own choice by gaining experience in a real job and getting paid at the same time.
 
We are very keen to take on new apprentices and being an engineering and manufacturing business, we really have a great working environment to help you get a starting point to a career within these industries.
 
Coopers have taken on a number of apprentices over the last 30 years and currently work with PETA who specialise in Training and Consultancy Services.
 
Email or contact us via the contact page.
 
PETA is recognised as one of the South’s largest and most respected training providers. PETA have been operating at the leading edge of training and development for more than 40 years and have over 300 member companies who are all employers. Their close links with businesses and schools alike enables them to offer students a great opportunity to make the transition from school or college by offering full time courses and Apprenticeships that deliver the skills employers need.
 
For more information, visit the PETA website www.peta.co.uk

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TO APPLY

send a C.V. and salary expectations to:

HR Department
Coopers Fire,
Edward House,
Penner Road,
Havant, Hampshire.
PO9 1QZ
UK

or by email to careers@coopersfire.com

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