Head of Field Services & Installations
When registering to this job board you will be redirected to the online application form. Please ensure that this is completed in full in order that your application can be reviewed. We are looking for an experienced and forward-thinking Head of Field Services & Installations to lead our Field Engineering, Technical Support and wider Service Operations functions. This senior leadership role is critical in ensuring the successful installation, servicing and support of our hardware solutions, while driving operational excellence and delivering an outstanding customer experience.
As the Head of Field Services& Installations, you will oversee the performance, development and strategic direction of multiple technical teams. Youll be responsible for service quality, P&L oversight, third-party contractor management, and the continual improvement of processes through data-driven insights and LEAN methodology. This position is ideal for a strong people leader who thrives in a fast-paced environment and has a passion for delivering high-quality technical services.
What you'll be doing: Provide strategic leadership across Field Engineering, Technical Support and Service Operations, ensuring all activities meet high standards of safety, quality and customer satisfaction
Oversee the installation and maintenance of hardware equipment, ensuring all work follows engineering best practice, industry standards and internal protocols
Develop, refine and roll out engineering procedures, service guidelines and quality frameworks to ensure consistency and operational excellence across the team
Create efficient service schedules, manage resource planning and monitor workload to ensure timely, cost-effective service outcomes
Assess incoming customer issues, prioritise incidents appropriately and allocate them to the right resource for an accurate resolution
Manage external engineering partners, ensuring adherence to SLAs, quality standards and contract agreements. Review performance regularly and identify areas for improvement
Manage departmental financial performance, including forecasting, cost control and identifying efficiency opportunities that support wider business profitability
Implement proactive monitoring and data-driven analysis to identify trends, service challenges, failure points and opportunities for improvement. Translate insights into actionable plans
Champion LEAN methodology, running workshops, coaching teams and removing inefficiencies to improve service speed, accuracy and customer outcomes
Work closely with senior leadership, product, customer support, operations and other internal stakeholders to ensure service delivery aligns with organisational strategy
Provide coaching, mentorship and performance oversight to your direct reports, ensuring they are engaged, capable and working effectively toward departmental goals
Maintain high standards of health & safety, risk management and policy adherence across all engineering and service activities
Ensure customer issues are resolved promptly, service interactions are positive, and feedback is gathered to continuously strengthen service delivery.
What we're looking for: A proven background in senior field engineering or field service management, with hands-on experience overseeing complex hardware installations, technical support functions and geographically dispersed teams
Solid understanding of hardware installation, servicing and fault-finding, ideally within vehicle electronic systems or related technologies. Able to provide credible technical guidance and support to engineering teams
Experience managing budgets, P&L performance, forecasting and resource planning. Comfortable balancing cost, quality and customer requirements to achieve optimal operational outcomes
Understanding of vehicle tracking, fleet, logistics or distribution industries
Able to align engineering and service operations to wider business goals, while also ensuring consistent day-to-day operational excellence. Skilled at identifying improvement opportunities and driving change
Demonstrated ability to build, lead and develop high-performing teams. Experienced in coaching, performance management, capability building and leading through change
Confident engaging with senior leadership, cross-functional teams, customers and third-party contractors. Able to communicate complex technical information in a clear, accessible way
Comfortable analysing service data, identifying trends and using insight to inform decisions, improve processes and elevate service quality
Experience working with SLAs, operational schedules and quality standards, ensuring consistent service delivery across engineering functions
Willingness to work flexibly and adapt to changing business needs
Full UK Driving Licence and flexibility to travel
Health & Safety certifications (e.g., CSCS, HSS) and knowledge of VOSA/DVSA guidelines would be advantageous
Why Microlise? When your groceries arrive at your door or you sign for your online parcel, one or more of our software, telematics or proof-of-purchase solutions has probably been used. Our solutions deliver value to many of the UKs leading grocery retailers and food logistics providers as well as to household names including JCB, EddieStobart, Carlsberg, Waitrose and Tesco.
Proudly Midlands-based, Microlise has been operating for over thirty years, and recently became a Publicly Listed Company with shares trading on the London Stock Exchange. Our growing business is guided by our culture which drives the way we behave, the way we work, the way we connect with our customers, and the way we support and develop our people.
Full support and training to ensure you are well equipped to succeed in your role
Private medical insurance with Vitality Health including rewards for members such as: Free Amazon Prime, Apple Watch, discounted gym membership and many more
33 days holiday, including bank holidays, increasing year on year to 38 days, then further increases with length of service
Life Assurance, 4 times your annual salary
Free Costco membership, 20% off EE mobile and line rental, and other discounts with Reward Gateway
Invested in employee health and well-being with over 20 mental health first aiders in the business
Employee Assistance Programmes
Great staff extras: Easter eggs, yearly BBQ, Christmas gifts, annual staff awards and many more incentives
Free Microlise Cresswell Racing Tickets, support British Superbikes
Executive Box at Motorpoint Arena Nottingham
Great Place to Work certified We have been recognised by the global authority on workplace culture, so come be a part of our success
Best Workplace in the UK for Development, Technology, Wellbeing and Women
Recruitment Process For successful candidates, interviews will take place whilst the advert is still live; so dont delay getting your application in!
Recruitment Agencies Whilst we make every effort to directly source candidates for our live roles, we do have a very small preferred supplier list on the occasion we may require additional support. We therefore do not accept speculative CVs and/or cold calls to our Recruitment Team or Hiring Managers.
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