The Field Service Engineering Manager is responsible for leading Eden Mobility’s field engineering operation, ensuring customers receive a responsive, reliable and high-quality service.
Managing a team of 14 Field Service Engineers, the role will oversee the effective routing and planning of jobs, day-to-day service delivery, parts availability, technical follow-up and team performance. The successful candidate will balance operational efficiency with excellent customer service, ensuring engineers are supported to complete work safely, professionally and wherever possible on the first visit.
Team Leadership and Performance
· Lead, motivate and support a team of 14 Field Service Engineers.
· Set clear expectations and ensure engineers understand their individual responsibilities, priorities and performance standards.
· Conduct regular one-to-one meetings, performance reviews and team briefings.
· Monitor productivity, quality, attendance, punctuality and customer service performance.
· Recognise strong performance and address underperformance promptly and fairly.
· Identify training and development needs, providing coaching and arranging appropriate technical or operational training.
· Support the recruitment, onboarding and induction of new engineers.
· Promote a positive, accountable and customer-focused team culture.
Service desk and operational management
· Oversee the daily operation of the service desk and ensure jobs are managed effectively from initial allocation through to completion.
· Prioritise work according to customer needs, urgency, engineer capability, location and agreed service levels.
· Support the routing and scheduling of engineers to maximise productivity, reduce unnecessary travel and meet customer commitments.
· Monitor workloads throughout the day and reallocate resources when priorities or circumstances change.
· Ensure emergency, urgent and overdue jobs are identified and managed appropriately.
· Maintain clear communication between engineers, the service desk and other internal departments.
· Ensure customers receive timely updates when appointments, parts or completion dates change.
· Provide operational cover and decision-making support during periods of high demand or staff absence.
Technical support and follow-up
· Act as an escalation point for complex technical issues and jobs that cannot be completed on the first visit.
· Review incomplete, repeat and follow-up jobs, ensuring clear actions and ownership are established.
· Match jobs to engineers with the appropriate experience, skills and product knowledge.
· Work with engineers and relevant internal teams to diagnose faults and agree appropriate solutions.
· Ensure technical information, job notes, photographs and completion records are accurate and sufficiently detailed.
· Monitor repeat visits and recurring faults, identifying opportunities to improve diagnosis, training, processes or product knowledge.
· Escalate significant product, safety or quality concerns through the appropriate channels.
· Encourage the sharing of technical knowledge and good practice across the team.
Parts replenishment and ordering
· Oversee the availability, ordering and replenishment of parts required by the engineering team.
· Establish appropriate van-stock levels and ensure engineers maintain accurate, organised and suitable parts inventories.
· Monitor the use of parts and identify shortages, unusual consumption or obsolete stock.
· Ensure parts are ordered promptly for outstanding and follow-up work.
· Work closely with purchasing, warehouse and supplier teams to resolve availability or delivery issues.
· Minimise delays caused by unavailable or incorrectly ordered parts.
· Support effective stock control and reduce unnecessary expenditure, loss and waste.
· Ensure parts usage and returns are recorded correctly against the relevant jobs.
Service Quality and Customer Experience
· Ensure all work is delivered in line with Eden Mobility’s service standards, policies and customer commitments.
· Promote a professional, respectful and empathetic approach when working with customers, particularly those who may be vulnerable or have additional needs.
· Investigate service complaints and operational issues, identifying root causes and implementing corrective actions.
· Monitor customer feedback and use it to improve individual and team performance.
· Ensure engineers communicate clearly with customers and leave equipment and working areas safe and tidy.
· Work collaboratively with customer service, sales, operations and other departments to provide a joined-up customer experience.
Compliance, Health and Safety
· Ensure engineers comply with all relevant health and safety requirements, safe working practices and company procedures.
· Monitor the completion of required vehicle, equipment and safety checks.
· Ensure incidents, near misses, product concerns and safeguarding issues are reported and investigated appropriately.
· Confirm that engineers have the correct tools, equipment, personal protective equipment and training to work safely.
· Support risk assessments, audits and corrective actions.
· Promote a culture in which safety, quality and compliance are treated as essential responsibilities.
Reporting and continuous improvement
· Produce and maintain accurate reports on service performance, productivity, job status, parts usage and team capacity.
· Use service data to identify trends, risks, bottlenecks and improvement opportunities.
· Develop and implement practical improvements to scheduling, first-time completion, parts availability and customer communication.
· Contribute to departmental planning, resource forecasting and service improvement initiatives.
· Maintain accurate records and ensure service management systems are updated consistently.
· Provide regular operational updates to senior management.
Essential experience and knowledge
· Experience leading a field service, engineering, maintenance or technical support team.
· Proven experience managing people and addressing both strong and underperformance.
· Experience coordinating mobile engineers, technicians or a comparable field-based workforce.
· Strong understanding of job scheduling, routing, prioritisation and capacity planning.
· Experience managing parts, stock replenishment or technical supply requirements.
· Ability to understand technical issues and support their resolution.
· Experience using service management, scheduling or field-service software.
· Confidence working with performance data and producing operational reports.
· A strong understanding of customer service and the importance of clear, timely communication.
· Working knowledge of health and safety responsibilities in a field-service environment.
Desirable experience and knowledge
Experience in the mobility, healthcare, medical equipment or assistive-technology sector.
Technical knowledge of mobility scooters, powerchairs, riser-recliner chairs or related products.
Relevant engineering, technical or management qualification.
Experience supporting customers who may be elderly, vulnerable or living with disabilities.
Experience improving first-time fix rates, field productivity or service-desk processes.
Skills and behaviours
The successful candidate will demonstrate:
· Strong, fair and supportive leadership.
· Excellent planning, organisation and prioritisation.
· Calm and effective decision-making in a fast-moving environment.
· A practical and solutions-focused approach.
· Confidence handling technical and operational escalations.
· Clear communication with engineers, colleagues and customers.
· The ability to hold people accountable while maintaining positive working relationships.
· Strong attention to detail and accurate record-keeping.
· Commercial awareness, including control of travel, parts and repeat-visit costs.
· Empathy and sensitivity when supporting customers with differing needs.
· A commitment to safety, quality and continuous improvement.
Overall expectations
The Field Service Engineering Manager will take ownership of the day-to-day performance of the field service operation. They will ensure the right engineer reaches the right customer with the right parts and information, while building a capable, accountable and customer-focused engineering team.
Pay: £45,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
