Field Service Engineer Manager

Help grow a safer, cleaner, healthier future for everyone, every day.

As a member of the Field Service Team, you will be responsible for specific metrics within the department and for making strategic managerial decisions to improve upon these KPI’s. The FSE Manager will also be expected to undertake regular national travel to support engineers and to build relationships with key customers and the internal commercial team. 

Main responsibilities:

• Manages field service personnel to provide effective on-site support and assistance
• Conduct regular 1-2-1’s and bi-annual appraisals with direct reports
• Monitor team performance and provide coaching as necessary
• Develop training plans to meet all product and legislative requirements
• Oversees the scheduling and training of the field service team, service contracts and directs support services ensuring that customers SLA’s are met and manage resources to ensure coverage of territories and customer sites
• Accountable for meeting customer service levels and operational KPI’s
• Plan and oversees installation, commissioning, troubleshooting, maintenance of products and equipment to ensure proper function and maximizing uptime
• Acts as a liaison and escalation point – internally and externally for installation, commissioning and service whilst developing and maintaining relationships with customers, colleagues and suppliers
• Ensure all customer issues are satisfactorily resolved in a timely and professional manner, utilizing engineering, manufacturing and other teams as needed
• Collaborate with sales and support teams to understand customer requirements and provide sales support
• Develops methods, guidelines and policies to facilitate a safe and efficient service delivery environment
• Continually evaluate and improve field service processes to increase efficiency and customer satisfaction
• Prepare and produce reports to monitor service performance and enhance customer satisfaction. Implements changes based on information to improve performance
• Build and implement field service delivery capabilities in line with the business strategy.
• Ensure compliance of all H&S requirements for team, customers and all associated equipment.
• Responsible for making sure that all equipment is calibrated in a timely manner and prior the expiry date and all training renewals are completed promptly, meeting all deadline requirements.
• Responsible for ensuring all site specific RAMS / POWRA’s are in place and meet the KPI requirements.

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Company / Role benefits:

• Salary: up to £60,000
• Company lease car
• Generous company pension (up to 10.5% matched on a sliding scale)
• Hybrid working
• Company shares
• Health cashplan (Medicash)
• Eyecare scheme (with Specsavers)
• Corporate life insurance
• 25 days holiday
• Your birthday off (after 1 year of service)
• 3 days holiday purchase
• 14 weeks paid maternity, paternity, adoption leave
• Employee assistance programme
• Learning and development opportunities
• Free parking and subsidised EV charging points (at HQ)

Your skills & experience

• Essential:
  • HNC / HND in an electrical, electronics field.
  • Maths & English GCSE.
  • Minimum of 3 years customer service/support role in a field service capacity.
  • Management of a remote technical team.
  • Experience of work-place H&S requirements.
  • Good understanding of computer-based systems.
  • Flexible approach to work hours, including over-night stays, weekend work and night work when necessary.
  • Full and clean driving license.
• Desirable:
  • Gas detection awareness.
  • Experience of working with complex industrial electromechanical devices and equipment.
  • Experience of working within a regulated environment.
  • NEBOSH/IOSH General H&S Certificate.
  • Experience of Microsoft Navision or Dynamics 365.

About you

• You inspire with your passion and values
• You are culturally sensitive
• You are a collaborative team player
• You are straightforward and have no interest in politics
• You believe in developing future leaders in the business
• You are curious and disrupt the status quo
• You are a creative, strategic thinker, and able to translate strategies into delivering tangible results
• You turn complex problems into simple issues

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