Technical Service Manager; TSM – Nationwide

Technical Service Manager (TSM) – Nationwide

We are looking for a proactive and technically skilled Technical Service Manager (TSM) to lead, mentor, and support a team of initially 10–12 field engineers, including a mix of experienced professionals and trainees. This pivotal role combines hands‑on support, technical guidance, and team leadership to ensure high standards of service delivery and performance.

Ideal Candidate

• Fully competent white goods engineer experienced in fault finding across Washing Machines, Tumble Dryers, Refrigeration Products, Electric Cookers, Ovens & Hobs, Dishwashers, and Gas Safe certifications.
• Self‑reliant, responsible; able to manage allocated work, spare parts stocks and service area effectively.
• Excellent communication skills and a proactive, enthusiastic attitude.

Vacancy Summary

• Full City & Guilds Assured Accreditation after joining.
• Uniform, specialist tools, PPE, expensed van with A/C and Apple Car Play.
• Company laptop, Chromebook and iPhone.
• 28 days holiday rising to 30 days with bank holidays based on length of service.
• Team‑social environment, annual toolbox talks, fully expensed Christmas party including hotel stays.
• Incentives and rewards (e.g., vouchers) linked to performance and customer reviews.
• Nuffield Health Gym Membership.
• Starting Salary £38,000.00 – £40,000.00 per annum.

Required Knowledge and Experience

• Minimum 5 years repairing domestic appliances (washing machines, dishwashers, cookers, tumble dryers, fridge freezers).
• Ability to manage allocated workload and carry out repairs in accordance with instructions.
• Presentable, excellent communication skills.

Job Description

• Attend 4–5 job visits per day, ensuring timely and high‑quality outcomes.
• Provide ongoing support to trainee and experienced engineers, serving as a technical lead.
• Mentor, motivate, and develop a geographically dispersed team both remotely and on‑site.
• Manage and review part identification tasks when AI systems or engineers lack data.
• Take ownership of jobs requiring extra attention, resolving technical or parts issues.
• Avail on the technical support line, offering prompt advice to field teams.
• Source and provide technical documentation to support engineers.
• Adjust job financials for accurate billing and records.
• Track parts delivery to ensure engineers have required materials.
• Attend scheduled meetings remotely or in‑person at Wakefield office when required.
• Drive performance with a focus on achieving targets linked to team results.

Behaviours

• Technically adept with hands‑on field service experience.
• Natural mentor and motivator, guiding diverse teams confidently.
• Organised, detail‑oriented, juggling multiple tasks and priorities.
• Proactive, solutions‑driven, resolving technical challenges.
• Supportive, collaborative, willing to assist the team.
• Analytical, interpreting job data and financials for improvements.
• Adaptable, tech‑savvy, comfortable using digital tools and AI platforms.
• Strong communicator, clear and approachable remotely or in person.
• Results‑focused, driving team goals.

We aim to send an engineer on the same day of reporting the fault or the next day where possible.