Field Service Area Manager London, England
BT
Full Time
London, England
44622 - 46886 GBP ANNUAL Today
Job description
Field Service Area Manager
Job Req ID: 17833
Posting Date: 21 Jun 2023
Function: Service
Location:
London, London, United Kingdom
Salary: Competitive + Excellent Benefits
Why this job matters
The Field Engineering Manager manages a team of engineers and technicians in the delivery of industry leading customer service, improving outcomes through the effective maintenance, monitoring, installing and provision of support for customer network hardware, software and communication links.
The role is accountable for the area team - Direct labour, third party, and internal partners in order to deliver the Field Service strategy including our customer commitments.
What you’ll be doing
- Manages technicians and field engineers and evaluates performance against established expectations.
- Leads, motivates, empowers and inspires an operational Field Engineering team - balancing all customer, people and financial priorities.
- Manages Field Engineers in the execution of on-site related requests and project related tasks ensuring effective delivery of customer solutions within Field Engineering's capacity levels.
- Manages responses of field service requests are fulfilled within expectation at a standard that continues the cultivation of market leading service management.
- Leads a team in following Field Engineering's customer service standard levels and ensures the visibility and robustness of frameworks that hold engineers accountable to those standards.
- Accountable for a team's end-to-end delivery within the patch, leading an operational field engineering team, ensuring safe working environment.
- Manages the delivery of escalated problem resolution by coordinating available resources and managing customer expectations.
- Manages departmental visibility efforts by driving daily, weekly and monthly reports and provides results on the productivity of the engineers to the management team.
- Directs the delivery of a roadmap of tools or enhancements to optimise the customer experience.
- Delivers and implements Field Engineering change initiatives and transformation activities that contribute to heightened customer experience.
- Coaches talent, and manages others, to develop capabilities and ensure performance through upskilling, development and recruitment.
What you'll bring
- Ability to set direction, achievable goals and targets in order to execute team vision and strategy
- Ability to lead teams through transformation and continuous change
- Possesses the ability to engage with Senior key stakeholders including client directors, Product line, BTLB, Regional delivery partner and service/account managers
- Proven ability to execute plans under difficult circumstances; confronts and resolves conflict; demonstrates high energy
- Responsible for optimizing/flex resource across the area and within inter team boundaries
- Knowledge and experience of best in class field service provision and repair
- Familiarity with collaborative ways of working and how to manage and motivate cross-functional teams using Continuous improvement and lean methodologies.
- Knowledge, implementation and operation of ‘best in class’ Field service provision and repair of networks and IT equipment
- Responsible for overall area budget as defined by Senior manager in line with Field Vision and Strategy
- Possesses the ability to take well-evaluated risks and be audacious in making decisions and acting upon them using RAPID process
What you'll get
- Competitive salary
- 10% on target bonus
- 25 days annual leave, plus bank holidays
- Pension scheme (5% from you, 10% from BT)
- Flexible benefits
- Employee discounts (50% off EE for you, 30% off EE for friends & family and discounted BT broadband & TV)
- Flexible Working - This role offers a 3 together, 2 wherever working model
Why Business?
With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.
We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.
We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.
As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.
We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.
We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.
As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.
BT
www.bt.com/careers
London, United Kingdom
Philip Jansen
Unknown / Non-Applicable
10000+ Employees
Company - Public
Telecommunications Services
1846
