About the role
Oversee a regional team of engineers, acting as the first point of contact and managing SLAs and KPIs. Lead the diagnosis, repair, and maintenance of parcel locker machines, including software configuration and quality control. Provide technical support and training to employees and subcontractors and contribute to the development of new solutions while maintaining technical documentation.
What you'll be doing
Team Leadership & Development
* Lead and develop a regional team of Service Engineers, ensuring delivery of a high-quality and efficient service.
* Support the professional growth and technical development of the engineering team through coaching and structured feedback.
* Foster a culture of accountability, collaboration, and service excellence across the region.
* Provide technical guidance and mentoring to engineers and subcontractors, supporting them via internal communication and IT platforms.
Operational Oversight
* Work closely with the dispatching team to prioritise and allocate jobs effectively across the region.
* Oversee and balance workload allocation, ensuring effective coverage during sickness, holidays, or unexpected absences.
* Step into the Field Manager role when required, ensuring continuity of leadership, operational oversight, and alignment with business objectives.
Performance & Quality Management
* Be accountable for achieving all set KPIs and SLAs, driving performance through regular reviews and continuous improvement.
* Monitor and report on performance metrics, identifying trends and implementing corrective actions where necessary.
* Ensure consistent quality control across work completed by engineers and subcontractors, both locally and internationally.
Incident & Escalation Management
* Respond swiftly to high-priority incidents, coordinating resources to ensure timely resolution and minimal service disruption.
* Act as the first point of escalation for all technical and operational queries within the region, ensuring issues are resolved quickly and communicated clearly.
Technical & Service Delivery
* Manage maintenance, repair, and modernisation activities for parcel locker machines (APMs), ensuring reliability, uptime, and customer satisfaction.
* Drive continuous improvement in service delivery by analysing field performance data and implementing best practices across the region.
* Prepare, maintain, and review technical documentation and service manuals, ensuring clarity and accessibility for all team members.
Resource & Compliance Management
* Manage tools, stock, and components required for service continuity, ensuring full traceability and cost control.
* Promote adherence to company procedures, health and safety standards, and technical compliance requirements.
What we need from you
* Previous experience in area management, with leadership or supervisory experience.
* Proven ability to lead and motivate a team, proactive approach to team development, ensuring that team members are trained and supported to achieve their best performance.
* Experience ensuring effective diagnosis and repair of electromechanical equipment, as well as software configuration and firmware updates.
* Strong problem-solving and troubleshooting skills, with the ability to guide and support team members in resolving complex technical issues.
* Excellent communication skills, both verbal and written, with the ability to provide clear instructions and technical training.
* Ability to manage multiple tasks, ensuring quality and meeting deadlines across various projects and international markets.
* Experience in overseeing quality control, ensuring accuracy in technical work and documentation.
* Skilled in managing relationships with internal staff and international subcontractors, ensuring smooth operations and coordination.
We love to reward our people for the great work they do:
Perks of the job
* Enhanced Annual Leave – 26 Days Plus the option to buy additional days per year. More time for you to relax, explore, and enjoy life.
* Vitality Health Care. Stay healthy and happy with top‑notch health coverage.
* Work from Anywhere – 4 Weeks per year. Embrace the freedom to work remotely abroad for up to 4 weeks per year, allowing you to explore new horizons while staying connected.
* Enhanced Parental Leave. We support you during those precious family moments.
* Rail Loan. Commute with ease! Purchase an annual season ticket, expense it through the InPost expenses procedure, and enjoy a more affordable interest‑free repayment over the year.
* Volunteering Days. Take a paid day to make a difference in your community.
Please note; this role is to cover the South of the UK and will require someone to be in our Hemel Hempstead office approx. 2 days a week.
We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.
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