Head of Field Support

At IMSERV, we're proud to be one of the UK's leading energy data and metering specialists. We deliver award-winning services to customers across the country, providing specialist metering technology for electricity, gas and water, alongside highly accurate energy data collection services.

The Head of Field Support is responsible for the strategic leadership, performance and continuous improvement of IMSERV's Field Support functions, ensuring the organisation has the capability, systems, processes and resources required to deliver exceptional field performance.

The role provides leadership across Field Services Support, Performance Optimisation, Technical Support and Technical Training, ensuring all enabling functions operate effectively to maximise workforce productivity, technical excellence, customer satisfaction and business performance.

As a senior leader, the Head of Field Support plays a key role in shaping operational strategy, driving innovation and transformation, and ensuring field operations are equipped to meet current and future business requirements.

• Own and develop the technical support strategy across metering operations, establishing a high-performing function focused on responsiveness, expertise and customer outcomes.
• Lead and manage a team of Senior Technical Engineers and technical specialists.
• Act as the senior escalation point for complex technical matters.
• Ensure engineers and field teams have timely access to expert technical assistance, consistently delivered across all operational regions.
• Oversee management of technical escalations, providing effective resolution of complex operational issues.
• Support field teams in diagnosing and resolving metering, communications, commissioning and installation challenges.
• Own the development and maintenance of technical knowledge repositories and support materials, ensuring information is accurate, accessible and regularly updated.
• Lead the evaluation and implementation of innovative technologies to enhance technical support services.
• Identify opportunities to use Artificial Intelligence, automation and digital tools to improve technical troubleshooting and knowledge management, developing AI-enabled knowledge bases and self-service support solutions.
• Monitor technical support performance, identifying trends, recurring issues and improvement opportunities.
• Analyse root causes of technical failures and work with operational teams to implement preventative actions.
• Work closely with Field Operations, Customer Operations, Training, Quality, Planning and Product Development, building strong relationships across operational and support functions.

• Significant experience within utility metering, engineering or technical operations environments, with a strong understanding of metering technologies, communications systems and field operations.
• Proven experience leading technical support, engineering or field-based technical teams.
• City & Guilds Electrical Qualification or equivalent technical qualification.
• Understanding of emerging technologies, AI solutions and digital support tools, and of industry standards, regulations and technical governance requirements.
• Full UK Driving Licence.

• Strong technical leadership capability, with excellent coaching and people development skills.
• Strong analytical and problem-solving ability, with the skill to simplify complex technical concepts for operational teams.
• Excellent communication and stakeholder management skills.
• Strong organisational and prioritisation skills.
• Innovation mindset with a passion for technology and continuous improvement, and commercial awareness of operational performance drivers.

• Experience managing…