Field Service Manager

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.

?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…