Regional Field Service Manager
Posted
Description
Regional Field Service Manager
Location: Cambridge
Hours: Full time, Shift Pattern - 5 days - (Tuesday to Saturday 08:30 - 5.30pm )
Salary: £40,000 plus car allowance
Please note that applications will be reviewed as received and should a suitable candidate be identified, we may fill the vacancy early. Therefore, early application is encouraged.
Please note that applications will be reviewed as received and should a suitable candidate be identified, we may fill the vacancy early. Therefore, early application is encouraged.
The Regional Service & Field Operations Manager is responsible for the operational delivery, performance, and quality of field engineering services within their designated region. This is a hands-on leadership role requiring regular field presence, direct engineer support, and active involvement in complex installations and fault resolution.
The role acts as the primary point of contact for Field Service Engineers and Supervisors within the region and ensures that all operational, stock, compliance, and customer service standards are consistently achieved.
The successful candidate will have a strong technical background in fibre broadband, networking, Wi-Fi, and in-home connectivity, with the ability to troubleshoot complex residential broadband issues and coach engineers in real time.
- 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.
- 25 days holiday plus bank holidays
- Birthday Day Off
- Pension scheme that matches your contribution up to 8%
- Phone allowance
- 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
- Free YouFibre broadband if you are within our area, plus friends & family discount.
- Life assurance giving you cover of 4 times your basic salary
- Colleague referral scheme of £500
- Continuous development and long-term career prospects
- Like what you see? Here’s what happens next:
- Send us your application via our Careers Site or Job Boards.
- Recruitment screens your application against our essential criteria.
- Hear back from us within 2-3 days of application submission with an outcome/next step.
- If you haven’t heard back from us within the above timeframe, please feel free to reach out to us at recruitment@substantial.group