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- Tasks: Lead field service operations, ensuring top-notch service delivery and customer satisfaction.
- Company: Join a dynamic company focused on operational excellence and customer experience.
- Benefits: Competitive salary, travel opportunities, and professional development.
- Why this job: Make a real impact by optimising service processes and enhancing customer experiences.
- Qualifications: Experience in field service operations and strong communication skills required.
- Other info: Fast-paced environment with opportunities for growth and leadership.
The predicted salary is between 36000 - 60000 £ per year.
Our Field Services – Service Operations Lead will oversee the planning, coordination, and execution of field service activities to ensure high-quality service delivery, operational efficiency, and an exceptional customer experience. This role is responsible for managing day-to-day field operations, optimising service processes, coordinating and managing the partner network, and driving continuous improvement across service workflows.
Acting as the primary link between customers, internal teams, and field staff, the Lead ensures service commitments are met, SLAs are achieved, and all operations comply with company standards, safety regulations, and best practices. This position plays a critical role in enabling service excellence by improving operational throughput, reducing downtime, overseeing service quality, and implementing tools and processes that enhance productivity.
Key Responsibilities- You will be the primary escalation point for field-based service issues, delays, or risks.
- Ensure SLA, KPI, and customer satisfaction targets are consistently met.
- Coordinate with Service Desk and Technical teams to ensure seamless end-to-end incident and request fulfilment.
- Oversee resource planning, including capacity management, cover, and skills alignment.
- Drive first-time fix improvement and reduction of repeat visits.
- Ensure field engineers comply with processes, safety standards, and documentation requirements.
- Identify and implement operational improvements across tooling, workflows, and service delivery.
- Provide clear operational reporting and insights to senior stakeholders.
- Support onboarding, coaching, and performance management of field engineers.
- Monitor and manage partner and customer performance to ensure service levels and contractual commitments are met.
- Demonstrate ownership of contracts and commercial awareness, proactively managing commercial considerations and contractual commitments within service delivery.
- Demonstrated knowledge of field service operations, service delivery models, and workflow optimisation.
- Proficiency in service management platforms (e.g. ServiceNow).
- Knowledge of SLA, KPI, and performance management frameworks.
- Understanding of asset management, logistics, and inventory control.
- Ability to drive continuous service improvement and process optimisation.
- Operational excellence mindset.
- Exceptional communication and stakeholder management skills.
- Highly organised with strong attention to detail.
- Proactive, adaptable, and effective in a fast-paced environment.
- Confident and credible when working with engineers, partners, and customers.
This is both an internally facing leadership role and a customer-facing service role. Regular customer site visits are essential, and candidates must be willing to travel as required.
Field Services – Service Operations Lead in England employer: Roc Technologies
Contact Detail:
Roc Technologies Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Field Services – Service Operations Lead in England
✨Tip Number 1
Network like a pro! Get out there and connect with people in the field service industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, highlight your experience in service delivery models and workflow optimisation. Use specific examples to demonstrate how you've improved operational efficiency in past roles.
✨Tip Number 3
Be proactive! If you see a company you’re keen on, don’t wait for them to post a job. Reach out directly through our website and express your interest. Tailor your message to show how your skills align with their needs in field service operations.
✨Tip Number 4
Prepare for interviews by brushing up on your knowledge of SLAs, KPIs, and performance management frameworks. Be ready to discuss how you’ve tackled challenges in the past and what strategies you’d implement to drive continuous improvement in service delivery.
We think you need these skills to ace Field Services – Service Operations Lead in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Service Operations Lead. Highlight your experience in field service operations and any relevant skills that match the job description. We want to see how you can bring operational excellence to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about service delivery and how your background makes you the perfect fit for this role. Don’t forget to mention your knack for improving processes and enhancing customer experiences.
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to meet SLAs and KPIs. Numbers speak volumes, so if you’ve improved operational efficiency or customer satisfaction, let us know!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us. Plus, we love seeing applications come in directly!
How to prepare for a job interview at Roc Technologies
✨Know Your Field Service Operations
Make sure you brush up on your knowledge of field service operations and service delivery models. Be ready to discuss specific examples of how you've optimised workflows or improved service processes in the past. This will show that you understand the role and can hit the ground running.
✨Demonstrate Your Communication Skills
Since this role involves a lot of stakeholder management, practice articulating your thoughts clearly and confidently. Prepare to share instances where you've successfully communicated with both internal teams and customers, especially during challenging situations. This will highlight your ability to maintain strong relationships.
✨Showcase Your Problem-Solving Abilities
Be prepared to discuss how you've handled field-based service issues or delays in the past. Think of specific challenges you've faced and how you resolved them, focusing on your proactive approach and operational excellence mindset. This will demonstrate your capability to manage risks effectively.
✨Familiarise Yourself with SLAs and KPIs
Understand the importance of SLAs and KPIs in service delivery. Be ready to talk about how you've met or exceeded these targets in previous roles. Showing that you can monitor performance and drive continuous improvement will set you apart as a candidate who is results-oriented.
