Field Service Manager

Working pattern: Monday to Friday, 8:30am–5:00pm, 37.5 hours per week

We are recruiting an experienced Field Services Manager to lead a regional team of Field Service Engineers within a busy maintenance operation.

Based onsite at the Bradley Stoke office five days per week, you’ll be responsible for planning and coordinating field-service activity, ensuring customer contracts are fulfilled, Service Level Agreements are met and engineers deliver consistently high standards of work.

This role would suit an organised and confident people manager with experience of scheduling field-based teams, managing operational performance and delivering excellent customer service.

KEY RESPONSIBILITIES

• Lead and manage a regional team of Field Service Engineers
• Plan and schedule preventative maintenance work at least three months in advance
• Coordinate emergency callouts and unscheduled work efficiently and cost-effectively
• Manage the out-of-hours on-call rota to ensure customer Service Level Agreements are met
• Coordinate remedial and return visits, including resources, quotations, parts and logistics
• Ensure completed work orders are closed and ready for invoicing
• Create new service plans and communicate requirements to the field-service team
• Review productivity, scheduling and financial reports to identify improvements
• Monitor performance against agreed objectives and Key Performance Indicators
• Identify training and development needs across the engineering team
• Support performance management, disciplinary and grievance processes when required
• Ensure engineers understand and follow health and safety requirements
• Confirm that the team has the correct PPE, uniform, tools and equipment
• Manage time, attendance, overtime approvals and business expenses
• Build strong relationships with customers, suppliers and internal departments
• Maintain high standards of customer service across the regional operation

WHAT WE’RE LOOKING FOR

You’ll be an approachable and resilient manager who can balance operational priorities, customer requirements and the needs of a field-based engineering team.

You should have:

• Previous experience managing field-based engineers, technicians or service teams
• Strong planning, scheduling and organisational skills
• The ability to prioritise work and make confident operational decisions
• Excellent communication and people-management skills
• Experience delegating work and holding team members accountable
• The ability to motivate a team and recognise strong performance
• Good general IT and reporting skills
• A strong understanding of customer service and Service Level Agreements
• Experience supporting performance, training and development
• The ability to work onsite at the Bradley Stoke office five days per week
• FIA Foundation knowledge or an equivalent understanding of fire-detection and alarm systems

DESIRABLE EXPERIENCE

• Experience working within the fire-safety, maintenance or field-service sector
• Knowledge of BS 5839-1
• Additional FIA technical or specialist training
• ILM or an equivalent leadership or management qualification
• Experience using workforce scheduling, finance or HR systems

WHY APPLY?

This is an excellent opportunity to take ownership of a regional field-service operation and lead a team delivering essential maintenance services to customers.

You’ll play a key role in improving productivity, maintaining service standards and developing a positive, accountable team culture.

If you’re an experienced service manager who enjoys leading people, solving operational challenges and keeping customers at the centre of delivery, we’d love to hear from you.

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