Purpose: The Field Operations Manager – Commercial is responsible for leading, managing, and developing Kinetico UK’s Commercial technician team to ensure outstanding field service delivery. The role drives customer service excellence, technician efficiency, cost control, and a strong first-time-fix performance across all commercial installations, maintenance, and repair activity. Working closely with the Technical Support Manager, the Field Operations Manager will bridge technical knowledge gaps, embed consistent standards and best practice, and ensure technicians are fully equipped to deliver high-quality outcomes safely and efficiently. The role also holds responsibility for core field management disciplines including team performance, scheduling effectiveness, compliance, health & safety, and continuous improvement. Key Areas of Responsibility: Field Team Leadership & Performance Lead, coach, and motivate a team of Commercial technicians to consistently deliver high performance and excellent customer outcomes. Set clear expectations, standards, and behavioural norms aligned to Kinetico’s service values. Conduct regular field ride-alongs, performance observations, and structured coaching sessions. Build a high-performance culture centred on ownership, professionalism, and customer focus. Customer Service Excellence Ensure all field activity delivers an exceptional and consistent customer experience. Monitor customer feedback, complaints, and recurring service issues; implement corrective actions. Promote strong communication and professionalism in every customer interaction. Partner with Customer Service and Sales teams to ensure seamless handover and service follow-through. Technician Efficiency & Cost Reduction Drive improved technician productivity through effective job allocation, route optimisation, and resource planning. Identify cost-saving opportunities in field delivery (travel, parts usage, repeat visits, rework). Monitor and improve utilisation rates and output per technician. Standardise best practice processes to reduce waste and increase efficiency. First-Time Fix & Quality Delivery Own first-time-fix performance, ensuring technicians are set up for success through the right planning, parts availability, and technical preparation. Analyse repeat visits, failures, and warranty issues to identify root causes and improvement actions. Ensure consistent adherence to installation and service standards, reducing rework and customer disruption. Champion a “right first time” mindset across all field delivery. Technical Capability Development (with Technical Support Manager) Partner closely with the Technical Support Manager to identify technical knowledge gaps and capability needs across the field team. Implement targeted technical training, refreshers, and field-learning routines. Ensure technicians are confident in product understanding, fault diagnosis, and escalation pathways. Feedback recurring technical issues to Technical Support and Product teams to support continuous improvement. Field Management, Compliance & Continuous Improvement Manage core field operations responsibilities including discipline, attendance, training compliance, and performance reviews. Ensure technicians follow all health & safety policies, risk assessments, and operational procedures. Maintain strong process compliance for reporting, parts usage, documentation, and CRM/service system updates. Lead continuous improvement initiatives to enhance quality, efficiency, and customer outcomes. Key Competencies: Field Leadership – strong ability to lead and develop field-based technical teams. Customer Orientation – committed to delivering premium service experiences and customer satisfaction. Operational & Cost Focus – driven to improve efficiency, reduce waste, and manage cost performance. Technical Credibility – confident understanding of technical systems and fault resolution pathways. Performance Management – disciplined in setting targets, coaching to improvement, and holding accountability. Collaboration & Influence – strong cross-functional partner to Technical Support, Customer Service, and Sales. Analytical Thinking – data-led approach to improving first-time-fix, utilisation, and quality KPIs. Adaptability – comfortable operating in a fast-paced environment with shifting priorities. Communication & Relationship Building – clear, consistent communicator across field and office teams. Qualifications and Experience: Education Technical qualification in engineering, plumbing, mechanical/electrical services or equivalent ( desirable but not essential ). Leadership or management qualification ( advantageous ). Professional Experience Proven experience (5 years preferred) managing field technicians/service engineers in a commercial or technical service environment ( desirable but not essential ). Strong track record in improving field efficiency, cost performance, and first-time-fix outcomes. Demonstrated success coaching and developing technical teams to higher capability. Experience working closely with technical support functions to improve field knowledge and quality. Comfortable managing performance, compliance, and health & safety within field operations. Technical Skills Strong working knowledge of field service processes, scheduling, and quality assurance. Ability to interpret technical data, fault trends, and service performance metrics. Proficiency in service/CRM tools (Salesforce preferred) and Microsoft Office. Understanding of parts management and service stock usage is beneficial. Additional Assets Experience in water treatment, plumbing, HVAC, or related technical service industries ( advantageous ). Full UK driving licence and willingness to travel nationally. Ability to participate in out-of-hours escalation or support when required. Organisational Context: The Field Operations Manager – Commercial is a vital leadership role within Kinetico UK’s Commercial Service structure. The role is accountable for the delivery and performance of commercial field technicians, ensuring customer service excellence, high first-time-fix rates, efficient delivery, and cost control. Working in close partnership with the Technical Support Manager and Commercial Customer Service teams, the Field Operations Manager – Commercial strengthens field capability and ensures the Commercial service function supports sustainable growth and customer retention.