Support Operations Manager – Midlands


Location: Midlands

Employment type: Full-time

Job Description:

As BMSI goes from strength to strength, consolidating our position as the largest independent building controls company in the UK, we see no limit to our ambitions of providing our customers with a service delivery that is 2nd to none. Whilst we are under no illusion that the BMS market is a challenging environment to work in, we are confident that with the right people working for us, we will be able to maintain the highest of standards in everything that we do and will achieve the objectives that we have set ourselves over the next few years.

With this in mind, we are now looking to develop our business in the Midlands by recruiting a Support Operations Manager, the details of which are below:


  • Cost control
  • Submit monthly reports to the Regional Manager detailing activity


  • Recruit, develop and train your team of Support Engineers to the level required to deliver support agreements
  • Ensure Support Engineers comply with all health, safety and environment regulations, including the requirement to wear appropriate PPE
  • Carry out appraisals alone or with the Service Manager annually


  • Ensure service delivery meets our customers’ needs and requirements. Carry out site audits of service delivery provided to our customers
  • Regularly meet with key customers (contract review meetings) to ensure that we understand their requirements and their perception of our delivery – agree improvement measures where necessary
  • Work closely with the administration team so ensure engineers are scheduled to the service customer to agreed schedules and standards
  • Help allocate correct labour to call outs and keep direct labour productive hours within target
  • Make sure engineer holidays are covered correctly
  • Ensure the quality of our engineer reports are to the required standard
  • Share ‘best-practise’ solutions with other senior staff both within the region and within the wider organisation
  • Provide technical support for all service team members

Support Contracts

  • Raise quotations for maintenance renewals and secure orders
  • Upsell existing agreements, i.e. multi-year contracts, MEDIC and Energy Control offerings
  • Assist Support sales team with bids, technical help etc.

Support Additions (Extra Works)

  • Ensure each Support Engineer identifies opportunities for Support Addition works on our customers’ sites, helping engineers to carry out field quotes where necessary
  • Quote and manage small works (including sub-contractors) as and when required
  • Track all Support Additions quotes and chase customers with outstanding quotes
  • Provide clients with migration and upgrade paths on obsolete and ageing systems

The ideal candidate should be resident in the Midlands and be familiar with the BMS industry, able to demonstrate skills in the following areas:

  • A successful record of developing and maintaining long term working relationships with customers, suppliers and employees
  • A familiarity of the commercial aspects of running a business by analysing financial reports
  • An effective record of managing and developing staff so as to ensure that they realise their potential and maximise their contribution to the business
  • A pro-active approach towards ensuring that internal procedures are followed so as to comply with legislation (ie. Health & Safety) and Company policies and procedures
  • A passion for delivering excellent customer service so as to maximise customer satisfaction and loyalty
  • A disciplined and organised approach to their work in a busy working environment

We offer the following benefits:

We offer a competitive salary, company car or cash allowance, contributory pension scheme, private medical insurance with BUPA, life assurance and 25 days holiday per year. It is also a friendly and supportive environment that you will be working in, enabling you to fully demonstrate your current and potential skills.

If you would like to know more about the role, please contact us at We would be very interested in hearing from you.