Hemiko are recruiting for an Field Service Manager reporting to the Operations Director.

As the Field Service Manager, you will oversee the teams of field service engineers responsible for maintaining and servicing Heat Interface Units (HIUs), plant equipment, and commercial gas boilers across the fleet of district heating networks that we operate and maintain. This role is pivotal in ensuring efficient, reliable service delivery, minimizing downtime, and maintaining a high standard of safety and customer satisfaction.

You will be responsible for providing technical oversight to the field service engineers, ensuring that they have the technical skills and support to deliver the works at hand. You will need to ensure that the scheduled works are undertaken correctly, and to improve productivity throughout the team. This will include development and training, as well as performance management where required.

The Field Service Manager will work in close collaboration across other teams within the Operations Department in particular the Service Delivery Team responsible for planning & resource allocation of the Field Service Team & specialist subcontractors.

We appreciate that no one’s circumstances are the same and having the flexibility in working environments work is essential to our wellbeing. If this is significant to you let us know when you apply, and we will discuss how this could work in your role.

Hemiko strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, gender expression, disability, age, trade union activity, marital status, religious belief, sexual orientation, or socioeconomic background.
 
We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

Key responsibilities:

Team Leadership & Management:

• Lead and manage a team of field engineers to ensure efficient maintenance and repair of HIUs, plant equipment, and commercial gas boilers.
• Set clear performance goals and ensure all engineers meet service standards and productivity targets.
• Conduct regular performance reviews, provide coaching, and identify training needs to enhance technical skills and operational efficiency.
• Handle recruitment, onboarding, and development of field engineers to maintain a high-performance team.

Service Operations Management:

• Manage resource levels appropriately and work with Service Delivery Manager and Operations Director to ensure that we complete all maintenance activities as required
• Monitor the operational performance of the team and address any areas of underperformance.
• Be part of and manage On Call Rota for the Field Service Team, ensuring we are able to deliver react 24/7 to any call outs as required.
• Develop and implement strategies to reduce equipment downtime and improve service delivery.

Technical Expertise & Support:

• Act as the technical point of escalation for complex maintenance issues, providing guidance and support to engineers when required.
• Ensure all maintenance activities are carried out in accordance with relevant technical standards, safety regulations, and company policies.
• Keep up to date with the latest developments in district heating technology, HIUs, and commercial gas boilers to ensure the team is equipped with the latest knowledge.
• To be responsible for the implementation and development of the apprenticeship programme within O&M department, liaising with local colleges & training providers. This will include the training rig being developed at the Greenwich Energy Centre.

Health & Safety Compliance:

• Ensure all field engineers adhere to health and safety guidelines, including conducting risk assessments and following safe work practices.
• Promote a safety-first culture by regularly reviewing procedures and ensuring compliance with industry regulations.
• Investigate any incidents or near misses, and implement corrective actions to prevent future occurrences.

Resource & Inventory Management:

• Ensure the suitable provision of tools, equipment, and materials required for maintenance activities are available to field service engineers.
• Support the service delivery team to ensure all required spare parts are identified and made available across all sites
• Ensure vehicles are available as required to keep engineers mobile, working with Procurement team as necessary to improve service levels of fleet management provider.
• Work closely with suppliers and procurement teams to source and maintain equipment necessary for field operations.

Customer Relations & Stakeholder Management:

• Maintain strong relationships with key customers, ensuring that their needs are met and that any issues are resolved promptly.
• Serve as a key point of contact between the operations team and external stakeholders, including clients, contractors, and regulatory bodies.
• Provide regular updates and reports to senior management on the performance of field operations, highlighting any risks or opportunities for improvement.

Budget & Cost Control:

• Develop and manage the field service budget, ensuring cost-effective allocation of resources and staying within financial targets.
• Monitor and control operational expenses related to field services, including labour, materials, and equipment maintenance costs.

Continuous Improvement:

• Identify opportunities for process improvements and implement best practices to enhance operational efficiency and service quality.
• Lead initiatives to improve field service response times, reduce downtime, and enhance overall customer satisfaction.

Remuneration and Info 

• Remuneration: Depending on experience.
• Up to 10% Discretionary bonus based on individual and business performance.
• An inclusive culture that promotes diversity.
• Holidays 25 days a year plus statutory holidays – with an option to purchase, or sell, up to an additional 5 days per annual leave year.
• Pension plan provision – 5% Employee and 7% Employer Contribution
• Private health care scheme available.
• Cycle to work scheme.
• Electric Car lease scheme.
• Health and well-being support.
• Continuing learning and development opportunities.
• Company PC/laptop, etc.

Application

To apply, please complete the online application form on BambooHR. However, for an informal chat please contact Stuart Crossman, Chief Operations Officer: Stuart.Crossman@hemiko.com