Field Service Team Leader

KION Group; Buckley; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading logistics solutions provider based in Buckley is seeking a Field Service Team Leader responsible for the efficient running of the engineering team, delivering high-quality customer service, and ensuring compliance with safety standards. This role involves team performance management, technical escalation, and effective communication of business objectives. Ideal candidates will have strong leadership skills and a commitment to safety and improvement.

Qualifications

• Full responsibility for the performance of the team regarding customer service delivery.
• Manage engineering coverage including absence reporting and holiday authorisation.
• Participate in business objectives and communicate performance against targets.

Responsibilities

• Ensure the day-to-day efficient running of the engineering team.
• Facilitate a high-quality customer experience.
• Active leadership and motivation of the team.

Skills

Team leadership

Customer service management

KPI performance management

Technical escalation management

Engineer engagement

Job description

We are currently looking for 1X Field Service Team Leaders to cover the work out of the Buckley depot.

The main purpose of the role is to ensure the day-to‑day efficient running of the engineering team, to facilitate a high quality customer experience, play an active part in the leadership, engagement and motivation of the team and being the first point of contact for the engineers.

We offer :

• P0 / P6 Near Miss and Job Safety Observation Lead Indicator reporting and / or investigation P1 / P2 Customer Accident
• Inspections / Investigations and associated report provision P3
• Engineer accident investigation - application of appropriate corrective action, accident reduction initiatives
• Adherence to both company and customer SHE policies and procedures SHE Compliance, safety audits, site risk assessments and associated training (e‑learning completion)
• Engineer performance management – team ethic / KPI's, continuous improvement

First level technical escalation & on‑site assistance

• Service team skills - engineer engagement, retention, coaching and development to include training needs identification
• Manage engineering coverage in the team - including absence reporting, first line authorisation of holidays etc.
• Team operational KPI performance to target - Productivity, Response, First time fix, Servicing.
• Assist with Engineer appraisals and JLR site audits as required.
• Team meetings – Participate in the communication of business objectives and performance against both goals and targets
• Engineer management / designation to suit requirements Engineer tooling, PPE and equipment provision, assist with equipment checks, calibration, inspections and testing (PAT)
• New starter integration, probationary management and development / mentoring
• First level operational escalation to Management team and Admin.
• WIP management - job and service completion (including appropriate document completion)
• Engineer absence management -Carry out RTW in absence of management team
• Ensure site requirements set by customer are met-i.e. Respond to and prioritise workload / breakdowns.

Tasks and Qualifications :

• Full responsibility for performance of team in terms of customer service delivery and aftersales team compliance to LMH / SHE standards and develop improvements.
• Target individual team leader productivity (non‑management time) range from 40% to 80%