Field Service Supervisor - South East in Woking

We are recruiting a Field Service Supervisor to join our Team based in South East of England.

As a Field Service Supervisor at Tunstall, you will provide a high-quality, efficient repair and maintenance service for both Tunstall and 3rd party products covered by service contracts. You will be integral in supporting a team of regional engineers in delivering first class customer service delivery while balancing customer needs, commercial considerations and Tunstall’s reputation.

The Ideal candidate:

• You will have a comprehensive understanding of electrical and electronic systems and principles.
• Proven experience of working with vulnerable people.
• Effective communicator with demonstrable experience of delivering an excellent customer experience.
• Experience of coaching, mentoring and training others is vital to success in this role.
• You will be calm, positive and professional, a role model for your team of regional engineers.
• A full driving license is required.

What we offer:

• Competitive salary
• 25 days holiday + public holidays
• Holiday purchase scheme
• Healthcare cash plan
• Contributory pension
• Paid volunteer day to support a cause you are passionate about
• Company vehicle
• Fuel card
• Overtime opportunities
• Car salary sacrifice scheme via Tusker
• Enhanced maternity, paternity, adoption and shared parental pay entitlements
• Dedicated 24/7 employee benefits platform ‘Verlingue’ that include things like: free eye tests, retail discounts
• EAP WeCare service - including a 24/7 online GP and mental health counselling service
• Boost your learning and growth through access to LinkedIn learning and a Talent Library with over 800 courses, covering subjects from business skills to project management essentials
• A warm and welcoming team environment
• Development and a chance to build a rewarding career

Your day-to-day responsibilities will include:

• Manage the day-to-day operation of a team of Service Engineers, including the on-call rota and timesheet management.
• Provide supervisor on-call phone response for the regions.
• Provide leadership, support, coaching, and development to your team, including technical guidance and training.
• Provide cover in the absence of the Regional Operations Manager – Service.
• Review operational reports and performance data regularly, using insights to drive improvements in productivity, first-fix rate, quality, stock control, and attendance.
• Carry out site inspections and surveys as required.
• Act as the Safety, Health and Environmental representative for your team in the field, ensuring all company policies and procedures are adhered to.
• Demonstrate a comprehensive understanding of all core company products, their repair, and functionality.
• Be willing and able to work outside normal geographical boundaries when required, demonstrating flexibility to support customer needs.
• Provide high quality repair and maintenance service.
• Support team members with repairs and maintain existing equipment and systems across the full product range.
• Provide support with the installation of assisted living systems (Telecare/Telehealth).
• Provide technical assistance to team members and customers when required.
• Ensure all required paperwork, reports, and documentation are completed accurately and submitted on time.
• Deliver weekly activity reports in line with company requirements.
• Resolve customer issues promptly and effectively, following guidance from the Operations Manager – Service.
• Build strong customer relationships to support contract retention.
• Participate in client meetings when required to understand needs and strengthen partnerships.
• Identify issues affecting customer satisfaction and contribute to solutions.
• Identify and develop revenue growth opportunities and cost-saving initiatives within the customer base.

Key skills and experience:

• Comprehensive technical understanding of electrical and electronic systems and principles.
• Electrical/electronic qualification equivalent to or above NVQ Level 2 (or similar).
• Sound knowledge of Health & Safety issues relevant to the service function.
• Good IT skills.
• Ability and willingness to undertake training as required.
• Ability to work at heights or in confined, dusty spaces.
• Experience working with the elderly and vulnerable people.
• Experience working with KPIs, performance measures, SLAs, or similar.
• Proven experience mentoring, coaching, and training others.
• Strong problem solving and analytical skills.
• Excellent customer focus, always prioritising the customer’s needs.
• Effective team working and collaboration skills.
• Strong communication skills, both verbal and written.
• Effective time management and planning skills.
• Flexible and adaptable approach to work.
• Calm, positive, and helpful disposition.
• Professional, smart, and tidy appearance.
• Full driving license.
• Able to deputise for the Operations Manager - Service when required.

Equal Opportunities at Tunstall

At Tunstall, we’re committed to building a team that reflects the diversity of the communities we serve. We welcome applications from people of all backgrounds, experiences, and abilities, and we celebrate the unique strengths each colleague brings. Our recruitment process is open, fair and inclusive, and we’re dedicated to providing any reasonable adjustments you may need to thrive.