Field Service Supervisor

Role Overview

• Manage the day-to-day operation of a team of Service Engineers, including the on-call rota and timesheet management
• Provide supervisor on-call phone response for the regions
• Provide leadership, support, coaching, and development to your team, including technical guidance and training
• Provide cover in the absence of the Regional Operations Manager – Service
• Review operational reports and performance data regularly, using insights to drive improvements in productivity, first-fix rate, quality, stock control, and attendance
• Carry out site inspections and surveys as required
• Act as the Safety, Health and Environmental representative for your team in the field, ensuring all company policies and procedures are adhered to
• Demonstrate a comprehensive understanding of all core company products, their repair, and functionality
• Be willing and able to work outside normal geographical boundaries when required, demonstrating flexibility to support customer needs
• Provide high quality repair and maintenance service
• Support team members with repairs and maintain existing equipment and systems across the full product range
• Provide support with the installation of assisted living systems (Telecare/Telehealth)
• Provide technical assistance to team members and customers when required
• Ensure all required paperwork, reports, and documentation are completed accurately and submitted on time
• Deliver weekly activity reports in line with company requirements
• Resolve customer issues promptly and effectively, following guidance from the Operations Manager – Service
• Build strong customer relationships to support contract retention
• Participate in client meetings when required to understand needs and strengthen partnerships
• Identify issues affecting customer satisfaction and contribute to solutions
• Identify and develop revenue growth opportunities and cost-saving initiatives within the customer base

Requirements

• Comprehensive understanding of electrical and electronic systems and principles
• Proven experience of working with vulnerable people
• Effective communicator with demonstrable experience of delivering an excellent customer experience
• Experience of coaching, mentoring and training others
• A full driving license

Benefits

• Competitive salary
• 25 days holiday + public holidays
• Holiday purchase scheme
• Healthcare cash plan
• Contributory pension
• Paid volunteer day to support a cause you are passionate about
• Company vehicle
• Fuel card
• Overtime opportunities
• Car salary sacrifice scheme via Tusker
• Enhanced maternity, paternity, adoption and shared parental pay entitlements
• Dedicated 24/7 employee benefits platform ‘Verlingue’ that include things like: free eye tests, retail discounts, EAP WeCare service
• including a 24/7 online GP and mental health counselling service
• Boost your learning and growth through access to LinkedIn learning and a Talent Library with over 800 courses, covering subjects from business skills to project management essentials
• A warm and welcoming team environment
• Development and a chance to build a rewarding career