Regional Field Service Manager

London / South East (Field-Based / Remote)
£55,500 - £56,500 + 22% Annual Bonus


A top 10 global biomedical blood diagnostics business is looking for an experienced, hands-on leader to join as a Regional Field Service Manager in the London / South East. You will take ownership of a team of 17 Field Service Engineers, driving technical excellence, team development and highest quality customer support. This is a field-based role with flexibility, offering the chance to make a real impact in a cutting-edge, globally recognised organisation.

What You’ll Be Doing

Leading and Developing Your Team
*Managing and supporting a team of up to 17 Field Service Engineers
*Conducting regular performance and development meetings.
*Coaching engineers in the field to strengthen technical capability and customer engagement.
*Identifying training needs and supporting professional development.
*Running team meetings to keep engineers aligned with service performance and direction.
Driving Service Excellence
*Monitoring service KPIs including first-time fix rates and service performance.
*Ensuring engineers follow service processes including call closure, parts management and reporting
*Supporting complex technical issues and escalations to minimise downtime.
*Working closely with engineers in the field to assess technical competency and support improvement.
Customer Relationship Management
*Maintaining strong relationships with key customers.
*Addressing customer concerns quickly and professionally.
*Ensuring service delivery consistently meets or exceeds expectations.
*Acting as a senior point of contact when required.
Operational and Strategic Contribution
*Supporting installation planning, preventative maintenance schedules and technical modifications.
*Analysing service data to identify trends and improvement opportunities.
*Contributing to future growth planning and succession development.
*Driving a culture of continuous improvement across the service team.
Key skills & Attributes:
We’re looking for someone who combines strong technical understanding with excellent leadership skills.

Essential
*Experience leading or managing Field Service Engineers
*Strong people leadership and coaching skills
*Ability to motivate and engage a remote field-based team
*Excellent customer relationship and communication skills
*Strong technical fault-finding background
*Ability to read and understand technical diagrams
*Good working knowledge of MS Office (Outlook, Word, Excel, PowerPoint)
*Willingness to travel across the London and South-East region
Desirable
*HND or equivalent in Electronic or Mechanical Engineering
*Experience working with diagnostic or laboratory instrumentation
*Experience delivering technical training
*Strong data analysis and service performance monitoring skills