As the Field Engineering Manager, you will be responsible for leading, developing and managing a high performing field engineering team to deliver exceptional services to both internal and external customers. You will ensure the safe, efficient and successful delivery of operational activities, network support, customer projects, service installations, fault resolution and continuous service improvements across a diverse telecommunications environment.

Leadership & People Management

Lead, motivate, develop and inspire a team of circa 17 field engineers to consistently deliver high levels of operational and customer performance.
Create and sustain a positive, high-performance culture focused on accountability, customer service, quality, safety and continuous improvement.
Conduct regular one-to-one meetings, performance reviews and development discussions, providing clear direction, feedback and support.
Coach and mentor engineers to support both technical and professional growth, fostering a culture of learning and continuous development.
Identify talent, succession planning and career development opportunities within the team.
Proactively manage individual and team performance, addressing underperformance through regular feedback and, where required, formal performance improvement plans (PIPs).
Manage employee attendance, conduct and capability matters, and lead or support formal disciplinary and grievance investigations, hearings and outcomes, in a fair, timely and professional manner and in line with company policy and employment legislation.
Lead organisational and operational change initiatives, ensuring employees remain engaged and supported throughout periods of transformation.
Promote employee wellbeing, engagement, and team collaboration.
Ensure adequate resource planning to meet operational and project requirements.

Service Delivery & Operations

Ensure field engineering services are delivered efficiently, safely and in accordance with agreed service levels, contractual obligations and customer expectations.
Build and maintain strong working relationships with internal and external customers, acting as a senior operational point of contact where required.
Manage escalations relating to customer service issues, operational incidents and service delivery risks, ensuring timely resolution and effective stakeholder communication.
Manage day-to-day field operations and service delivery activities.
Ensure all installations, upgrades, maintenance activities, and fault resolutions are completed within agreed timescales. Monitor operational performance against key performance indicators (KPIs).
Drive a customer-first approach across all engineering activities.
Support on-call and major incident management processes where required.

Project Delivery

Manage field engineering resources supporting internal and external customer projects.
Ensure projects are delivered safely, on time, within scope and within agreed budget parameters.
Support the identification of new customer opportunities, service enhancements and operational efficiencies arising from project and operational activities.
Work closely with project managers, service delivery teams, and customers to coordinate field activities.
Identify project risks and implement mitigation plans.
Provide regular updates on project progress, resource utilisation, and delivery performance.
Ensure all project documentation, testing, and acceptance activities are completed to required standards.

Technical Management & Network Support

Work closely with the Field Technical Specialist to maintain and continuously improve engineering standards, methodologies, and technical best practices.
Ensure all field engineering activities are completed in accordance with approved technical standards, operational procedures, and customer requirements.
Collaborate with the Field Technical Specialist to assess current and future skills requirements across the engineering team.
Develop and maintain a structured skills matrix to ensure engineers possess the competencies required to support all products, services, technologies, and job types.
Ensure engineers are appropriately trained, certified, assessed, and authorised to undertake the full range of field activities relevant to their role.
Identify technical knowledge gaps and implement development plans to address competency shortfalls.
Ensure lessons learned from incidents, projects, and customer feedback are incorporated into training programmes and operational procedures.
Champion a culture of technical excellence, innovation, knowledge sharing and continuous professional development across the field engineering organisation.

Logistics & Asset Management

Work closely with the Logistics Team to ensure effective planning, forecasting and availability of equipment, tools and materials required to support operational and project delivery activities.
Optimise resource scheduling and equipment utilisation.
Manage engineering inventory requirements and forecasting. Quality, Compliance & Accreditation
Ensure compliance with company policies, industry regulations, health and safety requirements and customer standards. Promote a strong safety culture across the field engineering team, ensuring safe systems of work are consistently followed and continuously improved.
Support internal and external audits, ensuring actions are completed and compliance standards are maintained.
Ensure operational documentation remains accurate, current and aligned with business and customer requirements. Continuous Improvement
Champion a culture of continuous improvement across the team.
Identify opportunities to improve service quality, productivity, customer satisfaction, and operational efficiency.
Analyse performance trends and implement corrective actions.
Drive innovation, digital transformation and continuous improvement in field engineering practices, tools, systems and processes.

Commercial & Financial Management

Manage field engineering operational costs, including overtime, travel and contractor expenditure, ensuring services are delivered efficiently and within budget.
Identify opportunities to improve operational efficiency, optimise resource utilisation and deliver measurable cost savings.
Contribute to operational planning, budgeting and forecasting activities.

Required Qualifications/Experience

Degree, Higher Diploma, or equivalent professional qualification in: Telecommunications, Networking, Electronic Engineering, Computer Science, Information Technology or Related Engineering Discipline
Minimum 7-10 years' experience in telecommunications, networking, field services or infrastructure operations.
Minimum 5 years' proven experience in a people leadership/management role, including direct, hands-on experience managing individual and team performance, conduct issues, and formal disciplinary and grievance processes for a technical or field-based team.
Proven experience leading and managing geographically dispersed field engineering teams within a customer-facing operational environment.
Experience delivering critical operational services against demanding service level, quality and customer performance requirements.
Proven track record managing internal and external customer projects from planning through to successful delivery. Experience leading operational incident management, fault investigation and service restoration activities.
Strong experience managing employee performance, development, succession planning and coaching within technical teams.
Experience working closely with logistics, supply chain, warehousing and asset management functions.
Experience implementing operational improvements, service excellence initiatives and organisational change programmes.
Experience managing operational budgets, resource utilisation and cost optimisation initiatives.
Demonstrated ability to build and maintain strong customer, supplier and stakeholder relationships.

Field Engineering Manager

Job Description