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 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.
Please click on the APPLY button where you'll be redirected to our site to complete your application.
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