Technical Complaints Engineer jobs

Lead Fire & Security Engineer - North West

Mitie Fire and Security are the UK's leading Fire & Security company.

We would like to welcome a new, experienced Fire & Security Lead Engineer into the group to grow and develop within the business.

Job Purpose

As a Lead Fire & Security Engineer, you will provide day-to-day technical leadership, support, and guidance to the engineering team within your area. You will oversee maintenance and service delivery across Fire and Security systems, ensuring compliance, efficiency, and customer satisfaction. Working alongside the Regional Service Manager and Scheduler, you will ensure the effective and profitable use of engineering resources while setting the standard for technical excellence and customer service.

Key Responsibilities

• Provide daily support and guidance to engineers in your area.
• Conduct toolbox talks and maintain accurate records for compliance.
• Mentor and develop engineers through on-the-job coaching and formal training.
• Deputise for the Regional Service Manager during absences.
• Promote and maintain a high standard of professionalism, safety, and conduct across the team.
• Organise and maintain an effective call-out rota for the area.
• Support engineers with stock control, resource management, and escalation resolution.
• Maintain Fire & Security Systems to current standards and customer requirements.
• Plan and manage both routine and reactive service visits within the region.
• Respond to service calls and customer issues with urgency and professionalism.
• Oversee the delivery of minor works and small bespoke projects in your area.
• Attend and assist with troubleshooting, site surveys, and installation handovers.
• Ensure all work is completed accurately, on time, and in compliance with industry and company standards.
• Build and maintain strong customer relationships, ensuring service excellence.
• Handle customer complaints and concerns promptly and effectively.
• Ensure performance and service delivery align with monthly schedules and compliance standards.
• Utilise customer portals as directed and ensure engineers do the same.
• Take ownership of customer satisfaction across all aspects of service delivery.
• Support technical teams (Sales, DRS, and Projects) with quotations and site knowledge.

Requirements

In addition to having all the usual attributes of a great Mitie Fire & Security employee, which include; a positive attitude, excellent communication skills, well presented and professional at all times, ability to work alone and as part of a team. For this opportunity, we are specifically looking for candidates who offer:

• Strong technical background in electrical/electronic systems.
• Excellent all-round knowledge of Fire and Security systems.
• Experience in leading or mentoring engineering teams.
• Effective organisational and communication skills.
• Professional, assertive, and customer-focused approach.
• Calm under pressure, enthusiastic, and proactive.
• Capable of working independently and collaboratively.
• Experience of front-line customer contact in a fast-paced environment.