Field Engineer Supervisor

JOB ROLE

Reports To Technical Manager

The Field Service Engineer Supervisor is responsible for leading and developing a team of Field Service Engineers who deliver high-quality installation, inspection, maintenance, calibration & repair of commercial garage equipment. This role is accountable for ensuring operational excellence, customer satisfaction, compliance with health and safety standards, and the achievement of key service performance targets.

The supervisor provides leadership, coaching, day-to-day operational support, and performance management, while acting as a key escalation point the business.

KEY RESPONSIBILITIES

Team Leadership & Management

• Lead, motivate, recruit and develop a team of Field Service Engineers
• Serve as the first point of contact for Field Service Engineers, providing day-to-day support and resolving operational issues as they arise
• Conduct regular performance reviews development planning
• Monitor engineer productivity, utilisation, and service quality metrics
• Support workforce planning, recruitment, onboarding, and training activities
• Foster a culture of accountability, teamwork, continuous learning, and customer focus
• Understand van stock levels and ensure ability to carry out first time fix

Service Operations

• Coordinate resources to achieve service level agreements (SLAs) and operational targets
• Review and approve timesheets & expenses
• Monitor service performance metrics and drive continuous improvement initiatives
• Collaborate with internal departments to ensure efficient service delivery

Technical Support

• Provide technical guidance and support for complex installations, repairs, and service issues
• Act as the primary escalation point for the Field Service Engineers
• Work closely with the Technical Manager and Operations teams to identify and address recurring issues
• Ensure engineers maintain up-to-date technical knowledge of products, systems, and technologies through ongoing training and development

Health, Safety & Compliance

• Promote and maintain a strong health and safety culture across the service team
• Ensure compliance with all company policies, procedures, regulatory requirements, and industry standards
• Conduct safety audits, quality inspections, toolbox talks, and risk assessments
• Support the investigation of incidents, near misses, and non-conformances, implementing corrective and preventive actions as required
• Ensure all engineers operate safely and professionally while working on customer sites

Reporting & Administration

• Prepare and present operational, performance, and reports
• Analyse service trends, KPIs, and customer feedback to identify opportunities for improvement
• Support workforce planning and recruitment activities based on operational demand
• Carry out PDPs with Field Service Engineers

Required Skills & Competencies

• Strong leadership and people management skills for a large team of Field Service Engineers
• Excellent problem-solving and decision-making abilities
• Effective planning, scheduling, and organisational skills
• Strong customer service and relationship management capabilities
• Ability to work under pressure and manage multiple priorities
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office and service management systems
• Knowledge of health and safety regulations and industry best practices
• Technical aptitude with the ability to support and mentor engineering teams

Experience & qualifications

Essential

• Previous experience in a Field Service Engineering, Service Team Leader, or Supervisory role
• Strong technical background within an engineering or service environment
• Full UK driving licence
• Understand spare part management & stock levels for Field Service teams

Desirable

• Experience using field service management software and reporting tools
• Experience managing customer-facing technical teams
• An understanding of Service department & customer needs

Key Performance Indicators (KPIs)

• Health and safety compliance and incident rates
• First-time fix rates
• Team productivity and utilisation
• Quality audit results
• Employee development and retention metrics

Working Conditions

• Combination of office, workshop/customer site environments & Home
• Regular travel to customer locations alongside Field Service Engineers
• Overnight stays will be required as this is a national role
• Flexibility to support operational requirements outside standard working hours when necessary

salary & benefits

Salary: Competitive, dependent on experience and qualifications.

Benefits Include:

• Company vehicle
• Pension scheme
• Ongoing training and career development opportunities
• Employee assistance and wellbeing support programmes

Please send a CV & covering email to: aaron.cafano@totalkare.co.uk