Av & communication system technicians Work, Jobs in Thornley, Dur (with Salaries)

Regional Field Service Manager - North East
YouFibre —Durham
- £40,000 a year
- Full-time
- Microsoft Excel
- Microsoft Office
- In-person
- Employee assistance programme
- Employee discount
Quick apply

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Regional Field Service Manager - North East

YouFibre -
Durham

Quick apply

Job details

Permanent | Full-time
£40,000 a year

Benefits

Cycle to work scheme
Company pension
Discounted gym membership
Company events
Employee assistance programme
Employee discount

Qualifications

Microsoft Excel
Microsoft Office

Full job description

Description

Regional Field Service Manager - North East
Salary - £40,000
Car Allowance: £6,000 per year

Location: North East - within 20 miles of Durham is a non-negotiable

Reporting to: Head of Field Service

Full time, Shift Pattern - 5 days - Shift pattern, Monday - Saturday , 8am - 18:30

To be the first point of contact for your Field Service Engineers
Have a solid understanding of fibre, networking , Wi-Fi and in-home connectivity
Be able to lead a team of engineers and encourage them to deliver the best level of service possible
Handle all escalated field service cases and report back to Management
The right candidate will be someone who understands the technical challenges involved in residential broadband especially in-home Wi-Fi and good at troubleshooting.
The Manager must be presentable, polite and someone who thrives on providing the best possible customer experience
Owning all aspects of YouFibre Field Services in your area including onboarding of staff, training, stock, van management, engineer support, health and safety, KPI’s and reporting

Key Responsibilities

Act as the first point of contact for all engineers and own all aspects of the Field Service operation within the region
Provide on-site technical support, attending escalated, VIP, or complex cases as required.
Conduct regular in-person engineer audits to ensure consistent quality and compliance including vehicle, stock, and uniform inspections.
Take ownership of all escalated field service cases within the region
Troubleshoot complex networking, Wi-Fi and in-home connectivity issues, identifying common problems and solutions with CPE, customer devices or back-end networks.
Manage all Total Loss of Service Work Orders, making sure these are attended same day where possible
Ensure all engineering visits deliver a 5-star customer experience
Promote best practice in communication, professionalism and presentation
Actively review customer feedback and implement improvements
Manage engineer stock including CPE and accessories stock levels and replenishment, stock audits, faulty returns, and waste management
Ensure accurate tracking of tools, equipment and assets
Onboard new engineers within the region
Deliver hands-on technical training and field coaching
Identify performance gaps and implement structured improvement plans
Support rollout of new systems, products, and processes
Create and maintain regional standard operating procedures
Ensure compliance with all company audits and operational standards
Monitor People Safe and health & safety compliance for all engineers
Maintain awareness of industry regulations and legislative requirements
Promote safe working practices across the region
Ensure weekly KPIs are submitted and reviewed
Monitor regional performance against productivity, quality and customer satisfaction targets
Manage team calendars including holidays and sickness
Provide engineering cover where necessary to prevent dropped work orders
Proactively manage workload distribution across the region
Use performance KPIs and dashboards to identify trends, improve resource allocation, and enhance regional productivity & training.
Contribute to strategic planning, providing insight and feedback on regional capacity, resource forecasting, and process enhancements.
Drive a culture of accountability, safety, and continuous improvement through regular coaching, recognition, and structured toolbox talks.

Skills, Knowledge & Expertise

Experience working with residential home broadband or similar at an ISP
Relevant industry experience
Knowledge of health and safety and industry specific legislative requirements
Desire to work in a fast paced environment and go the ‘extra mile’ to support our delivery of a great customer experience.
Excellent attention to detail
Good Microsoft office skills including Excel

Job Benefits

Birthday Day Off
25 days holiday plus bank holidays
Pension scheme that matches your contribution up to 8%
Health care cash plan
Cycle to work
Employee assistance programme
PPE and Uniform provided
IT equipment provided
Remote working
Discounted Gym memberships
Retail offers – discounts from recognisable brands
Company Events
Travel expenses paid
Annual Bonus up to 30% of salary (discretionary of the business)
Free YouFibre broadband if you are within our area, plus friends & family discount.

Like what you see? Here’s what happens next:

1. Send us your application via our Careers Site or Job Boards.

2. Recruitment screens your application.

3. Hear back from us within 2-3 days of application submission with an outcome/next step.

4. If you haven’t heard back from us within the above timeframe, please feel free to reach out to us at [email protected]

About YouFibre

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Regional Field Service Manager - North East

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