Technical Support / Incident Management SME - Warrington

Date: 20-Nov-2021

Location: Warrington, GB, WA5 3UY

Company: Royal Mail Group

Job reference number 204202

Technical Support / Incident Management SME - Warrington

Salary: £49,152.00 p/a pro-rata, plus 10% on target bonus and 25 days annual leave, plus bank holidays.

Full time - The North West Hub will be a 24/7 operation, as such, shift work may be required. This will likely be on a continental shift pattern. Shift allowances may then be offered in addition to the above salary, dependent on working hours / shift patterns.


Royal Mail, North West Hub, Warrington, WA5 3UY



We are now recruiting for four Technical Support / Incident Management Subject Matter Experts at our new parcel hub in Warrington.


Royal Mail is a business with a proud heritage. Every day we deliver 56 million items to around 29 million addresses. Our brands - Royal Mail and Parcelforce are amongst the best known in the country. We are increasing our revenues and have a team of nearly 150,000 people. But what really sets us apart isn’t what we’re doing now, it’s what we’ll be doing in the future.


We are going through a radical transformation to improve our business, grow our revenues and exploit the opportunities in the market. This is wholesale change, affecting every part of our business and everyone within it. It will be challenging, it will be exciting, and it will be unique in its scale and variety.

We have an exciting opportunity to be at the forefront of this transformation, working as part of the critical engineering maintenance team at Royal Mail’s new, first of its kind, parcel processing facility in Warrington, the North West Parcel Hub. The hub will have a processing capacity of over a million parcels per day and is the first of its kind within the business, leading the way in our transformation from being a letter led to a parcel led company.


We are now recruiting for an Incident Subject Matter Expert to join our on-site engineering team and help us to deliver exceptional levels of engineering maintenance. This key role will support the day-to-day operation of the hub processing automation, including management of escalated automation incidents, supporting the delivery of on-site maintenance schedules and acting as lead point of contact for operational colleagues.


We offer a competitive salary and benefits, flexible working patterns and regular opportunities to develop new skills. As a very large employer we have vast opportunities to develop your career within engineering or operations.


About 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. They will manage the escalation processes for hub automation breakdowns to resolution, engaging with all relevant stakeholders both internally and externally. 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 the operation, providing technical support to the operational management team and driving efficiency of the automation.
  • Perform safety audits, inspections and assessments to ensure automation conformity.
  • 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 breakdowns, technical support and IT related issues.
  • Provide expert technical support during the operation including; management of complex breakdowns, analysis of technical data, support frontline 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.


About You

To be truly successful in this role, you will have the following qualifications, skills and experience:


  • A minimum of Level 3 NVQ/BTEC, preferably level 4/5 (HNC/HND) or higher qualification in engineering.
  • Holds, or is prepared to work towards, professional accreditation with an engineering body at a minimum level of EngTECH
  • Professionally registered engineer at a minimum level of Engineering Technician (EngTECH) and be working towards/or prepared to work towards Incorporated Engineer (IEng) status.
  • 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.
  • High-level of analytical, detailed data analysis and systematic problem-solving skills.
  • Knowledge of cost versus risk and change management theories to develop and deliver technical solutions supporting strategic decisions.
  • 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 skills and making effective decisions to drive efficiency.


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: friday 2nd December 2021. Please note, this advert may close early if the appropriate number of applications has been reached.


Job Segment: Technical Support, Manager, Engineer, Bank, Banking, Technology, Management, Engineering, Finance