Field Service Manager

Location: Bracknell South

Job Title:

Field Service Manager

Location:

Bracknell, Office Based
Salary:  Competitive
Job Type:  Permanent, Full time
As Field Service Manager, you will play a key role in leading and supporting our Building Performance Engineers, ensuring our field services are delivered safely, efficiently and to consistently high standards. You will oversee day-to-day deployment, operational performance and team competency, while resolving delivery challenges and helping ensure we continue to meet our commitments to customers.
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Key Responsibilities:

Team Leadership & Management:
Lead, support and develop Building Performance Engineers, providing guidance and taking appropriate action where required.
Recruit, onboard and train employees, including managing probation and performance review processes.
Manage day-to-day team operations to maintain efficiency and support organisational goals.
Ensure appropriate management of employee matters in line with regulatory requirements and internal policies.
Champion a culture of safety, wellbeing, accountability, continuous improvement and development..
Contribute to a collaborative, high-performing team..
Deputise for the BPE management team when required.
Operational Excellence & Efficiency:
Oversee scheduling, resource planning and workforce coverage across the team.
Monitor operational KPIs, including completion rates, productivity and resource utilisation.
Ensure tasks and projects are delivered on time and to the required quality standards.
Allocate resources effectively and address avoidable delays, repeat visits, aborted work and remedial activity.
Ensure field records and supporting information are completed accurately and promptly.
Provide feedback to support the improvement, streamlining and implementation of operational processes.
Safety, Quality &

Risk Management:

Ensure compliance with health and safety requirements, industry regulations, company policies and quality standards, including ISO/IEC 17025 and ISO 9001.
Conduct audits and assessments to demonstrate competency, identify opportunities for improvement and support regulatory compliance.
Stop or escalate work where there are material safety, quality, competency or compliance concerns.
Ensure incidents, non-conformities and operational risks are appropriately recorded and escalated.
Technical Expertise:
Support engineers with day-to-day operational queries relating to service delivery.
Maintain knowledge of regulatory and technical developments relevant to the industry and communicate these to stakeholders.
Ensure team members have the necessary technical skills and training.
Refer matters requiring specialist technical judgement or formal approval to the appropriate technical authority.
Customer & Market Focus:
Address customer enquiries and complaints in a timely and professional manner.
Respond effectively to client needs and escalations while maintaining service excellence.
Identify opportunities to improve service delivery and contribute to business growth.
Escalate customer requests or changes in scope that may have contractual, programme or cost implications.
To be considered for this Field Service Manager role:
Proven experience managing field-based service, compliance or engineering teams.
Engineering or technical degree, NVQ Level 4 or 5, or equivalent industry experience.

Experience of direct line management, including employee development and performance management.
Experience scheduling resources and managing field-service delivery against customer, quality and timescale requirements.
Knowledge of relevant standards, including ISO/IEC 17025 and ISO 9001.
Strong leadership and team development skills.
Excellent problem-solving and decision-making ability.
Strong communication and stakeholder management skills.
Ability to think critically, assess situations and make informed decisions.
Understanding of how utilisation, travel, delays, repeat work and remedial activity affect service efficiency.
Culture & Behaviour:
As a BSRIA employee, you are required to:
Embody integrity, accountability, and professionalism.
Promote a culture of respect and open communication both internally and externally.
Create a welcoming, engaging and collaborative environment that embraces equity, diversity and inclusion.
Approach challenges with a positive future-orientated attitude to maximise value.
Drive the successful execution and on-time delivery of tasks and projects, ensuring high quality results and operational excellence.
Facilitate and embrace change, growth, innovation and…