Field Service Manager

Field Service Manager - (internal job title Manager II, Service Representative)Location - United Kingdom
We are looking for a Field Service Manager to lead a team of experienced Field Service Engineers and drive operational performance across the region.

You will take responsibility for the day-to-day performance, development and engagement of your team, ensuring our engineers are deployed effectively, work safely and consistently deliver a high-quality service to our customers.

Working closely with the Field Service Operations Manager and wider service delivery teams, you will focus on people leadership, customer satisfaction, operational efficiency and profitable growth.
What will you do?


* Lead, coach and develop a team of experienced Field Service Engineers, creating a high-performing and engaged team.


* Support the Field Service Operations Manager in building strong relationships with key customers.


* Monitor customer satisfaction feedback and identify opportunities to improve service quality and team performance.


* Monitor operational KPIs and take action to improve performance, productivity and efficiency.


* Work closely with service delivery teams to ensure engineers are effectively deployed and customer commitments are met.


* Maintain visibility of the skills and capabilities within your team, identifying development and training requirements.


* Support career development and succession planning across the engineering team.


* Lead the adoption of field service processes, systems and continuous improvement initiatives.


* Manage team variable costs and support the delivery of profitable service operations.


* Ensure health and safety remains the team's highest priority, driving adherence to company HSE policies, safe working practices and site requirements.


* Carry out HSE audits at customer sites and support the team with safety briefings, risk assessments and reporting.


* Coordinate out-of-hours engineering coverage across the region and provide management support when required.


* Act as the first point of management escalation for operational and technical issues encountered by the engineering team.


* Work with delivery teams to identify and manage variations between planned and actual engineering hours.


* Encourage the team to identify additional customer needs and service opportunities, supporting lead generation and sales growth.


* Work with approved subcontractors where required to address skills gaps or provide additional engineering capacity.

What are we looking for?
You will have previous experience within a field service, engineering service or similar customer-facing technical environment, combined with proven experience leading and developing people.

You do not need to be the technical expert in every area.

What is important is your ability to lead an experienced engineering team, make sound operational decisions and work effectively with cus...