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Day in the life – Diana Chance, Site Service Lead

I have been working in my role as Site Service Lead for Chimera Technologies for more than 2 years and within that time my remit has expanded from dealing solely with site-based engineers in Atlanta to also include those based on customer sites in South East regions.

The nature of my role is to manage site-based staff to ensure that we deliver service in line with customer requirements. However, it is also important to ensure that the engineers do not ‘go native’, and that they still feel very much part of Chimera Technologies. That is why it is important within this role to maintain contact, understand what engineers do on a day-to-day basis, and discuss objectives, career progression, and succession planning so they can see future development within Chimera Technologies.

Although the main focus is working with the engineers, it is also important to maintain and build on customer and partner relationships. Therefore, I am expected to attend regular conference calls to discuss service delivery and attend service review meetings on a monthly basis.

Based on the above, I would say that there is no day that is the same working within a service function within Chimera Technologies!

However, I would typically start the day by checking if any engineers have reported a sickness absence, and, if so, would need to liaise with the allocation team to ensure we have sufficient cover. I would then need to update the customer or partner. Next, I would need to check and respond to any email queries that had been sent in overnight. It is important to stay on top of all emails throughout the day as things change very quickly within site services and I need to react to these developments.

Depending on my schedule for the day, I would then work through my task list. The majority of the week would be spent travelling to customers’ sites to attend meetings with the engineers or the customers themselves. There are also certain periods within the month where I would need to check and approve expenses, create service reports, and update trackers in relation to absences and invoice charges.

My role is very varied and is one that I enjoy very much. However, I would not be able to do this without the ongoing support from my engineers and the teams that I work closely with within Chimera Technologies, HR, Allocation, Sales, Sales Support, Service Desk to name just a few.

For those considering a role in Chimera Technologies, it is definitely a company that will challenge you, but also it will help to develop your skills, knowledge, experience and confidence.