Field Service Manager

BSRIA Ltd; Bracknell; On-site; GBP 60,000 - 85,000; Full time

Job summary

BSRIA Ltd. is seeking a Field Service Manager to lead Building Performance Engineers, ensuring safe, efficient field services and high-quality delivery. You will oversee day-to-day deployment, performance and team competency, resolving delivery challenges and upholding commitments to customers.

You will champion safety and continuous improvement, recruit and develop staff, and ensure compliant operations while maintaining customer satisfaction and service excellence.

Qualifications

• Proven experience managing field-based service, compliance or engineering teams.
• Engineering or technical degree, NVQ Level 4 or 5, or equivalent industry experience.
• Experience direct line management including development and performance management.
• Experience scheduling resources and managing field-service delivery to customer, quality and timescale requirements.
• Strong leadership and team development skills.
• Excellent problem-solving and decision-making ability.
• Strong communication and stakeholder management skills.
• Ability to think critically and assess situations to make informed decisions.
• Understanding of how utilisation, travel, delays, repeat work and remedial activity affect service efficiency.

Responsibilities

• Lead, support and develop Building Performance Engineers with guidance and action when required.
• Recruit, onboard and train employees, including probation and performance reviews.
• Manage day-to-day team operations to maintain efficiency and meet goals.
• Ensure regulatory compliance and alignment with internal policies.
• Champion safety, wellbeing, accountability and continuous improvement.
• Oversee scheduling, resource planning and workforce coverage.
• Monitor KPIs such as completion rates, productivity and utilization.
• Ensure timely delivery of tasks and projects to quality standards.
• Provide technical support and escalate to senior authority when needed.
• Address customer enquiries and manage changes in scope affecting contractual or cost aspects.

Skills

Field-based management

Leadership

Staff development

Scheduling resources

Regulatory compliance

Problem solving

Stakeholder management

Decision making

Travel and field activities planning

Education

Engineering or technical degree or NVQ 4/5

Job description

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.

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 escalat[e] 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 this to stakeholders.
• Ensure team members have the necessary technical skills and training.
• Refer matterrequiring 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 effective.y
• 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.

Qualifications

• 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

• Embody, 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.

As a BSRIA employee, you are required to:

• Embody, 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.

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