At IMSERV, we're proud to be one of the UK's leading energy data and metering specialists. We deliver award-winning services to customers across the country, providing specialist metering technology for electricity, gas and water, alongside highly accurate energy data collection services.
About the Role
The Head of Field Support is responsible for the strategic leadership, performance and continuous improvement of IMSERV's Field Support functions, ensuring the organisation has the capability, systems, processes and resources required to deliver exceptional field performance.
The role provides leadership across Field Services Support, Performance Optimisation, Technical Support and Technical Training, ensuring all enabling functions operate effectively to maximise workforce productivity, technical excellence, customer satisfaction and business performance.
As a senior leader, the Head of Field Support plays a key role in shaping operational strategy, driving innovation and transformation, and ensuring field operations are equipped to meet current and future business requirements.
Responsibilities
- Own and develop the technical support strategy across metering operations, establishing a high-performing function focused on responsiveness, expertise and customer outcomes.
- Lead and manage a team of Senior Technical Engineers and technical specialists.
- Act as the senior escalation point for complex technical matters.
- Ensure engineers and field teams have timely access to expert technical assistance, consistently delivered across all operational regions.
- Oversee management of technical escalations, providing effective resolution of complex operational issues.
- Support field teams in diagnosing and resolving metering, communications, commissioning and installation challenges.
- Own the development and maintenance of technical knowledge repositories and support materials, ensuring information is accurate, accessible and regularly updated.
- Lead the evaluation and implementation of innovative technologies to enhance technical support services.
- Identify opportunities to use Artificial Intelligence, automation and digital tools to improve technical troubleshooting and knowledge management, developing AI-enabled knowledge bases and self-service support solutions.
- Monitor technical support performance, identifying trends, recurring issues and improvement opportunities.
- Analyse root causes of technical failures and work with operational teams to implement preventative actions.
- Work closely with Field Operations, Customer Operations, Training, Quality, Planning and Product Development, building strong relationships across operational and support functions.
What you'll need
Knowledge & Qualifications
- Significant experience within utility metering, engineering or technical operations environments, with a strong understanding of metering technologies, communications systems and field operations.
- Proven experience leading technical support, engineering or field-based technical teams.
- City & Guilds Electrical Qualification or equivalent technical qualification.
- Understanding of emerging technologies, AI solutions and digital support tools, and of industry standards, regulations and technical governance requirements.
- Full UK Driving Licence.
Skills
- Strong technical leadership capability, with excellent coaching and people development skills.
- Strong analytical and problem-solving ability, with the skill to simplify complex technical concepts for operational teams.
- Excellent communication and stakeholder management skills.
- Strong organisational and prioritisation skills.
- Innovation mindset with a passion for technology and continuous improvement, and commercial awareness of operational performance drivers.
Experience
- Experience managing technical support, engineering or specialist technical teams, and supporting field-based operational workforces.
- Proven track record of implementing operational improvements.
- Experience leading technical investigations and root cause analysis.
- Experience introducing new technologies or digital solutions, and working with cross-functional operational teams.
- Utility metering industry experience desirable.
- Buy & sell annual leave scheme
- Up to a 10% bonus
- Enhanced salary sacrifice pension
- Life assurance (up to 6x salary*)
- Simply Health plan (with upgrade options)
- Car salary sacrifice scheme*
(*Length of service and T&Cs apply)
Equal Opportunity Statement
At IMSERV, we're committed to building a team where everyone feels valued, respected and able to do their best work. We welcome applications from people of all backgrounds, experiences and communities. A diverse team brings fresh perspectives, strengthens collaboration and helps us deliver the best possible service to our customers.
If you're interested in the role but don't meet every single requirement, we'd still encourage you to apply.
(Please note that we reserve the right to close this position before the expiry date.)
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