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.

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

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. 

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.

National account = National account manager 

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

Well, it's dealing with issues then, he doesn't need to be technical.

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.

Then it's you that needs to adapt to him, as you would a technophobe customer?

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.