Incident Subject Matter Expert - North West Super Hub

Date: 17-Jan-2023

Location: Warrington, GB, WA5 3UY

Company: Royal Mail Group

Job reference number 292252


Incident Subject Matter Expert - North West Super Hub


Full time


North West Super Hub


The Role 

A key senior leadership role within the engineering maintenance team, responsible for providing on-site technical support and leading the response of maintenance technicians to technical deficiencies, whilst working to deliver the maintenance strategy to ensure compliance with standards and legislation for all hub automation. Responsible for driving continuous improvement initiatives delivering; safe, reliable, cost effective and efficient automation performance that underpins our operational workplan and customer experience. Working collaboratively with operational colleagues, original equipment manufacturers and remote central support teams, build and maintain strong relationships with key stakeholders.


Key aspects of the role include: 
•    Senior technical engineering representative monitoring key performance metrics throughout operation, provide technical support to the operational management team and driving efficiency of the automation.
•    Perform safety audits, inspections and assessments
•    Ensure compliance to legislation and Royal Mail policies and standards
•    Support a safety culture within the engineering team and provide coaching and guidance to technicians
•    Manage escalation processes for technical breakdown’s, support and IT related issues.
•    Provide expert technical support during the operation including; management of complex breakdowns, analysis of technical data, support front-line technicians and ensure the engineering team are responding to automation issues in a timely manner.
•    Ensure effective knowledge transfer of Beumer technologies and systems, working closely with BG System Analyst
•    Manage technical performance, direct and perform technically driven maintenance activities to drive improved reliability and performance KPIs


Key dimensions 

1.    Responsible for automation machinery safety compliance and performance of NW Hub automation assets with processing capacity of circa 850,000 parcels per day
2.    Senior engineering shift lead with direct contribution to budget management of approximately £4 million for staff and non-staff
3.    Senior engineering lead in achieving hub daily automation workplan and meeting customer quality targets 
4.    Responsible for leading team of qualified engineering technicians and on-site Beumer engineering team, providing technical management, leadership, training, proactive guidance and development 
5.    Responsible for internal and external key stakeholder management including – equipment manufacturer and suppliers, RM project management teams, RM operations and wider engineering community.


Key knowledge, skills, experience and qualifications required 

•    A minimum of a level 3 (NVQ or equivalent) qualification in an engineering discipline
•    Strong leadership, communication, influencing and senior leader stakeholder management skills
•    Experience of leading professional technical engineering teams
•    Knowledge and practical experience of deploying continuous improvement processes
•    High-level of analytical, detailed data analysis and systematic problem-solving skills



•    Qualified machinery directive compliance assessor (PUWER) – or prepared to work towards
•    IOSH Managing Safety qualified and certified manager – or prepared to work towards
•    Knowledge and experience of delivering ISO 55000 asset maintenance strategies
•    Knowledge of cost versus risk and change management theories to develop and deliver technical solutions supporting strategic decisions 


Shift patterns

The shift pattern is 24/7 and is worked on a rotation of 12 hour shifts starting at 07:00 am and 19:00pm. 



Salary starting from £49,742


About Us




At Royal Mail we connect companies, customers and communities across the country, delivering a ‘one-price-goes-anywhere’, universal postal service to more than 30 million addresses. As one of the UK’s leading companies, we are focused on being recognised as the best delivery company in the UK and across Europe.


We are an inclusive employer with equality, diversity and fairness at the heart of our values.  We welcome applications from individuals from all different backgrounds and are committed to promoting fair participation and equality of opportunity for all of our job applicants.

For more information on Royal Mail Group and our values please click here:


Closing Date: 31st JanuaryPlease note, this advert may close early if the appropriate number of applications has been reached.
Interviews expected: February




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