Head of Field Support & Tech Enablement

IMSERV Europe Ltd; Milton Keynes; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Buy & sell annual leave scheme

Up to a 10% bonus

Enhanced salary sacrifice pension

Life assurance (up to 6x salary*)

Simply Health plan (with upgrade)

Job summary

IMSERV Europe Ltd is seeking a Head of Field Support to lead the strategic performance of Field Services Support, Performance Optimisation, Technical Support and Training. You will shape operational strategy and drive innovation to maximise productivity and customer outcomes.

You will develop knowledge bases, oversee escalations, and collaborate across Field Operations, Customer Operations, Planning and Product Development to deliver exceptional field performance.

Qualifications

• Significant experience in utility metering, engineering or technical operations.
• Proven leadership of technical support/engineering teams.
• Understanding of metering tech, comms systems and field operations.

Responsibilities

• Own and develop technical support strategy across metering operations.
• Lead and manage Senior Technical Engineers and specialists.
• Act as senior escalation point for complex technical matters.
• Ensure engineers have timely access to expert technical assistance.
• Oversee management of technical escalations and resolutions.
• Support field teams in diagnosing metering and installation challenges.
• Develop and maintain technical knowledge repositories and materials.
• Evaluate and implement innovative technologies to enhance services.
• Identify AI/digital tools to improve troubleshooting and knowledge management.
• Monitor performance, identify trends and improvement opportunities.
• Collaborate across Field Operations, Customer Operations, Training, Quality, Planning and Product Development.

Skills

Leadership

Analytical thinking

Communication

Organisational skills

Innovation & digital tooling

Education

City & Guilds Electrical Qualification

Job description

IMSERV Europe Ltd is seeking a Head of Field Support to lead the strategic performance of Field Services Support, Performance Optimisation, Technical Support and Training. You will shape operational strategy and drive innovation to maximise productivity and customer outcomes.

You will develop knowledge bases, oversee escalations, and collaborate across Field Operations, Customer Operations, Planning and Product Development to deliver exceptional field performance.