abbz Posted January 27, 2015 Share Posted January 27, 2015 Do you think a service manager should have some intruder / cctv knowledge / background to be able to fulfil the role as service manager successfully or can any admin type manager manage in this industry Quote Link to comment Share on other sites More sharing options...
MrHappy Posted January 27, 2015 Share Posted January 27, 2015 (edited) yes, however I'm a bit of a nutter... Edited January 27, 2015 by MrHappy Quote Mr Veritas God Link to comment Share on other sites More sharing options...
Ronnie Posted January 27, 2015 Share Posted January 27, 2015 In theory no but in reality yes. Quote Link to comment Share on other sites More sharing options...
goncall Posted January 27, 2015 Share Posted January 27, 2015 probably better in trade id say,tho depending on the size of the co and the role if hes's there to count beans doesnt matter if he knows the industry or not but ideally should be from the industry as then they know how it all works and that fault finding can take more than an hour sometimes Quote Link to comment Share on other sites More sharing options...
abbz Posted January 27, 2015 Author Share Posted January 27, 2015 Getting a new service manager. Was a call centre supervisor beforehand. Think all my previous service managers have been engineers or sales within the industry prior to moving to management. Interesting times ahead Quote Link to comment Share on other sites More sharing options...
goncall Posted January 27, 2015 Share Posted January 27, 2015 Getting a new service manager. Was a call centre supervisor beforehand. Think all my previous service managers have been engineers or sales within the industry prior to moving to management. Interesting times ahead well at least you will be the first person in the world to ever get to speak to a call centre supervisor,i always thought they didnt exist Quote Link to comment Share on other sites More sharing options...
abbz Posted January 27, 2015 Author Share Posted January 27, 2015 That's the problem ...... Had that post for 4 years and never did speak to him Quote Link to comment Share on other sites More sharing options...
AdrianMealing Posted January 27, 2015 Share Posted January 27, 2015 well at least you will be the first person in the world to ever get to speak to a call centre supervisor,i always thought they didnt exist Class Quote amealing@texe.com Head of Industry Affairs Visit Our Website Texecom Link to comment Share on other sites More sharing options...
Ronnie Posted January 27, 2015 Share Posted January 27, 2015 Getting a new service manager. Was a call centre supervisor beforehand. Think all my previous service managers have been engineers or sales within the industry prior to moving to management. Interesting times ahead Oh, that doesn't sound great. We had a new service manager when I was at Kings, he came from BT and to be fair made loads of changes, really made his mark and I felt he changed a lot of the way Kings operated (from a service perspective) for the better. Obviously he got the bullet. Quote Link to comment Share on other sites More sharing options...
james.wilson Posted January 27, 2015 Share Posted January 27, 2015 But this is gaz world they must of been on strike when he tried Quote securitywarehouse Security Supplies from Security Warehouse Trade Members please contact us for your TSI vetted trade discount. Link to comment Share on other sites More sharing options...
PeterJames Posted January 27, 2015 Share Posted January 27, 2015 Organisation skills are probably a little higher priority than technical skills when it comes to managing, Some engineers can make good service managers, some are just not organised enough, Ive even known them to try to cover jobs by doing them themselves. I think having a manager that cant do cover the jobs himself is a good thing, he should be spending more time managing and less time out of the office. Quote Link to comment Share on other sites More sharing options...
abbz Posted January 27, 2015 Author Share Posted January 27, 2015 That's what I'm hoping for but know in past I have passed a few queries straight to manager and seeing his technical past knew solutions whereas I feel with this new chap it will all be goobydegook to him Quote Link to comment Share on other sites More sharing options...
PeterJames Posted January 27, 2015 Share Posted January 27, 2015 That's what I'm hoping for but know in past I have passed a few queries straight to manager and seeing his technical past knew solutions whereas I feel with this new chap it will all be goobydegook to him Hmm is that not what the manufacturers tech support is for? Engineers shouldnt be wasting managers time with technical questions, tech support is free. If there is a problem with getting hold of TS then call another engineer. Quote Link to comment Share on other sites More sharing options...
abbz Posted January 27, 2015 Author Share Posted January 27, 2015 More of a case of national account customers and problems on site then actual equipment faults. Working for a national there's so many people that have to get involved then just going route one to get something what seems straightforward to get sorted out. Quote Link to comment Share on other sites More sharing options...
norman Posted January 27, 2015 Share Posted January 27, 2015 National account = National account manager Quote Nothing is foolproof to a sufficiently talented fool. Link to comment Share on other sites More sharing options...
abbz Posted January 27, 2015 Author Share Posted January 27, 2015 Get a lot of calls where **** has hit fan and get asked to go to site and report back to manager. Them case of scenarios We're not privileged to talk direct to national account managers. Everything goes through branch service manager first. As said previously Everyman and their dog gets involved Quote Link to comment Share on other sites More sharing options...
norman Posted January 27, 2015 Share Posted January 27, 2015 Well, it's dealing with issues then, he doesn't need to be technical. Quote Nothing is foolproof to a sufficiently talented fool. Link to comment Share on other sites More sharing options...
abbz Posted January 27, 2015 Author Share Posted January 27, 2015 Yes and no. If I use engineering terminology like an ACU has fallen over he wouldn't a clue what I'm on about. I'm sure in time he will pick up certain terminology hence the original question. Quote Link to comment Share on other sites More sharing options...
norman Posted January 27, 2015 Share Posted January 27, 2015 Then it's you that needs to adapt to him, as you would a technophobe customer? Quote Nothing is foolproof to a sufficiently talented fool. Link to comment Share on other sites More sharing options...
abbz Posted January 27, 2015 Author Share Posted January 27, 2015 Difference is a customer is just that .... A customer. A service manager working for an intruder alarm company surely must have more knowledge on what we do and provide then a customer. Quote Link to comment Share on other sites More sharing options...
timmo66 Posted January 27, 2015 Share Posted January 27, 2015 Hmm is that not what the manufacturers tech support is for? Engineers shouldnt be wasting managers time with technical questions, tech support is free. If there is a problem with getting hold of TS then call another engineer. Couldn't agree more! Quote Link to comment Share on other sites More sharing options...
Adi Posted January 27, 2015 Share Posted January 27, 2015 Hmm is that not what the manufacturers tech support is for? Engineers shouldnt be wasting managers time with technical questions, tech support is free. If there is a problem with getting hold of TS then call another engineer. Jef is gonna smash your face in for that statement. Quote I really can't be ar**** with it anymore. Link to comment Share on other sites More sharing options...
PeterJames Posted January 28, 2015 Share Posted January 28, 2015 More of a case of national account customers and problems on site then actual equipment faults. Working for a national there's so many people that have to get involved then just going route one to get something what seems straightforward to get sorted out. Tell me about it I had to call ADT the other day about a Fire alarm, I think I spoke to everyone who works there apart from the person I needed to. Then they sent out an intruder alarm engineer to the site a week later (I never asked for an engineer just for a price for a Fire engineer) I am sure its that much harder when you're that much bigger but God knows how customers get on with getting anything done. Quote Link to comment Share on other sites More sharing options...
norman Posted January 28, 2015 Share Posted January 28, 2015 Was that chap no good for you? Quote Nothing is foolproof to a sufficiently talented fool. Link to comment Share on other sites More sharing options...
Scotmod Posted January 28, 2015 Share Posted January 28, 2015 I wouldn't expect and engineer to be able to run Cash/Mentor or whatever systems are in place. Any basics of the industry could be learnt in a weekend so it shouldn't be a big hurdle. Look at it this way. The engineer/wholesaler/customer/accountant etc all have their own plates filled with their information and whats important to them. The managers job is to keep them all spinning. Sometimes it goes belly up but hey ho. Quote Link to comment Share on other sites More sharing options...
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