A pioneering provider of home technology solutions for millions of older people, or those with complex health needs, is looking for a Regional Contract Manager to manage the delivery of all installation projects on time and within budget through the effective contract management of third-party installers. The Regional Contract Manager also manages a customer base, supplier relationships and service management issues and ensures that the overall customer experience is first class. Approximately 90% of your time is field-based but the rest of the time can be home-based; therefore, applications from anyone along the M62 corridor and Lincolnshire will be considered. This is an opportunity to work for a market leader in the use of technology to enhance the quality of care and the lives of people in their own homes.
Applications from ex-military personnel (British Army, Royal Air Force, Royal Navy and Royal Marines) are strongly encouraged.
* Ownership of customer experience from order placement to commissioning and hand-over * Manage turnover, cost and margin, to ensure that profits are maximised for each project * Management of the installer base, including identifying and appointing new third party installers and managing/reviewing existing installer performance * Pre-project and kick-off meetings, progress reviews, commissioning and client handovers * Ownership of project documentation including work packages and customer sign-offs * Provide technical support to resolve site issues * Upsell equipment and agree additional charges to increase sales value and margin * Undertake installation audits to ensure full compliance and all costs are fully allocated * Maintain site records including visit reports, meeting agendas, action points etc. * Manage customer and contractor complaints through to resolution
Knowledge, skills and qualifications - essential:
* Five years' experience in a technology-based environment * Project management experience * Technical awareness/understanding * Experienced in resolving customer issues * Successful record of implementing and managing business change * Proven analytical skills including forecasting planning models * Experience of negotiating contracts with installers and suppliers * High level communication and customer facing skills * Experienced manager and team player * Knowledge of contract law covering installation and service work
Knowledge, skills and qualifications - desirable:
* Knowledge of Community Alarms and associated equipment marketplace * Experienced in developing lasting customer relationships * Committed to continuous improvement
You will be a commercially and technically-minded person who is able to demonstrate a customer-first attitude. You will be results orientated with strong negotiation skills and a profit oriented approach.
* Life Insurance * Scottish Widows Pension * 25 days leave plus bank holidays (plus ability to buy up to three days extra) * Company car/monthly car allowance