Technical Service Team Leader

Overview

Want to be part of a UK hub, in a global business that is scaling rapidly, evolving fast and radically changing the decades-old delivery universe? We’re looking for a Field Service Engineering Manager to join our Network Health team at InPost UK. Our mission is to switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our Send service, we’re redefining how parcels move and how eCommerce logistics are delivered.

At InPost UK, we’re building an unparalleled group of talent committed to powering our mission. Our team includes experts in e‑commerce, technology, scale-up growth, sustainability, logistics and supply chain. We collaborate, innovate, support each other, and focus on results.

About the role:

You will manage a national team of engineers, serving as the first point of contact and overseeing the management and reporting of SLAs and KPIs. You will lead the diagnosis, repair, and maintenance of parcel locker machines, including software configuration, quality control, and ensuring that the team delivers technical support and training to both employees and subcontractors. You will drive the development of new solutions and maintain accurate technical documentation.

Responsibilities

• Lead and direct a national team of engineers, driving performance against SLAs and KPIs, while acting as the primary point of escalation for all technical issues, ensuring the team delivers high-quality service.
• Oversee the strategic planning and execution of the diagnosis, repair, and ongoing maintenance of parcel locker machines (APMs), ensuring efficient and effective resolution of complex technical challenges.
• Spearhead advanced diagnostics, reconfiguration, and installation of software or firmware for computer, electronic, and electromechanical equipment, driving improvements in operational efficiency.
• Lead and optimise the process of reporting on repairs, ensuring the integrity of data and effective communication within the organisation for transparency and accountability.
• Oversee the strategic management of tools and components for parcel locker machines, ensuring availability, cost-efficiency, and alignment with business requirements.
• Manage and drive personnel development, ensuring compliance and the smooth operation of the team, while fostering a culture of continuous improvement and leadership growth.
• Foster a culture of accountability by ensuring proper care and long-term maintenance of entrusted equipment, setting high standards for operational responsibility.
• Implement and oversee quality control processes for both internal teams and subcontractors, locally and internationally, ensuring consistent delivery of superior technical work.
• Provide high-level technical support and strategic guidance to internal employees and subcontractors, utilising communication and IT systems to optimise service delivery across the business.
• Lead the development of new solutions and innovations for parcel locker machines, aligning with broader business goals and driving technical excellence within the team.
• Oversee the creation, updating, and dissemination of technical manuals and documentation, ensuring clarity, accuracy, and alignment with evolving operational and industry standards.

Qualifications

• 5+ years of experience in technical or engineering leadership, with a proven track record in managing teams and delivering complex technical solutions.
• Strong leadership skills in motivating teams to diagnose, repair, and maintain electromechanical systems, along with software and firmware management.
• Expertise in problem-solving and troubleshooting, guiding teams through complex technical issues for long-term solutions.
• Excellent communication and leadership, with the ability to mentor, provide clear direction, and manage technical training initiatives.
• Proven ability to oversee large-scale projects across national markets, ensuring deadlines and quality standards are met.
• Experience in establishing and managing quality control processes to ensure accuracy and consistency.
• Skilled in managing relationships with internal teams, stakeholders, and international subcontractors to ensure smooth operations.
• Strategic flexibility to lead domestic and international service and training activities.
• In-depth knowledge of parcel locker systems, electromechanical devices, and IT tools, with a focus on innovation and improvement.
• Strong organisational skills in managing resources, tools, and team coordination to maximise efficiency.
• Proactive in team development, driving continuous improvement and alignment with organisational goals.

Perks and benefits

• Enhanced annual leave – 26 days plus option to buy additional days per year. More time for you to relax, explore, and enjoy life.
• Vitality health care with comprehensive health coverage.
• Work from anywhere – four weeks per year for remote work abroad, where allowed.
• Enhanced parental leave to support family moments.
• Rail loan assistance with annual season ticket purchase and interest-free repayment.
• Paid day to contribute to the community.
• Hybrid working model (role suitability dependent) with a preference for three days in the office.
• Bring your dog to work day (every Friday).