The Service Leader manages the district’s EI activities and field resources related to the ongoing maintenance, repair, and retention of existing equipment within the portfolio, while partnering with the sales team as required. This work is conducted in a manner that supports sustainable profitability, continuously improves customer satisfaction, and advances the region’s strategic business objectives.

Health & Safety (H&S)

• Ensure compliance with all safety and health guidelines for EI Field Team members


• Organize and manage risk evaluation, prevention plans, and safety training


• Monitor and coordinate the application of safety standards and safe working practices

Portfolio Compliance Fulfilment & Tracking

• Manage and complete compliance activities, including CPSIs, CATs, NCs, and DLFIs, for the responsible portfolio in partnership with the FQE Business Partner


• Ensure the execution and documentation of periodic safety inspections and corrective actions, including AHJ and consultant reports, for the responsible portfolio

Preventative Maintenance Fulfilment and Efficiency

• Ensure the management and fulfilment of preventative maintenance activities in line with defined timeframes for the responsible portfolio

Technical Support and MTBC Management

• Support route mechanics and Adjusters, where applicable, in raising necessary Technical Field Support (TFS) requests to prevent downtime, return units to service, and identify engineering solutions


• Monitor MTBC and take action to prevent sick units, seeking TFS support where required

OBR (Offer-Based Repairs) OiT & Execution

• Drive and convert mechanic-raised repair requests and upgrade recommendations into Offer-Based Repairs (OBR) to achieve Order Intake (OiT)


• Coordinate and ensure timely execution of OBRs to meet or exceed OR and C1 targets

Manage Major Repair Service Activities (where applicable)

• Raise necessary major repair requests (RRs) with the Major Repair team


• Where applicable, manage Major Repair teams to ensure units are repaired and returned to service within agreed customer timeframes

Coordinate Payroll KPIs

• Process and drive efficient daily mechanic payroll accurately and in line with BDPs

Contract P&L Management

• Monitor contract profitability, identify loss-making contracts, and intervene with Account Managers to restore profitability

Customer Relationships & Satisfaction

• Build and maintain strong customer relationships

• Support customer satisfaction by managing and resolving escalations efficiently

Training & Development

• Track and support the training and certification of EI mechanics


• Ensure technical training plans are executed and adapted as needed

Repair Package & MOD Opportunities

• Promote repair packages and identify opportunities for modernization (MOD)

• Support the transition of repair opportunities to MOD sales

Financial Management

• Oversee the management of material spend and manpower hours to ensure alignment with budget

EI Methods, Tools, and Processes

• Fully utilize HQ-defined methods, tools, and processes, including FMC reporting tools


• Monitor utilization of dedicated district Microsoft Teams channels