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.

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 escalat[e] 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 this to stakeholders.
• Ensure team members have the necessary technical skills and training.
• Refer matterrequiring 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 effective.y
• 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.

Qualifications

• 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

• Embody, 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 continuous improvement.
• Commit to achieving commercial success with positive and impactful outcomes.
• Champion BSRIA as the independent industry leader in providing practical, science-based solutions.

As a BSRIA employee, you are required to:

• Embody, 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 continuous improvement.
• Commit to achieving commercial success with positive and impactful outcomes.
• Champion BSRIA as the independent industry leader in providing practical, science-based solutions.

Candidates with the experience or relevant job titles of: Field Operations Manager, Technical Operations Manager, Service Delivery Manager, Regional Service Manager, Technical Services Manager, Building Services Manager, Technical Supervisor may also be considered for this role

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