Field Service Manager - North (m/f/d)

About the Role

We have an exciting opportunity for an experienced and inspirational Field Service Manager to lead our regional Field Service operations. This key leadership role is responsible for delivering compliant, efficient and customer-focused service support that enables excellent clinical and operational outcomes across our customer base.

As a strategic leader, you will drive operational performance, develop high-performing teams, and ensure the consistent delivery of service excellence across your region. Working closely with Sales, Technical, Quality and Regulatory teams, you will play a critical role in supporting customer satisfaction, service growth and organisational success within a regulated healthcare and medical device environment.

Key Responsibilities

Strategic Leadership

• Translate Field Service strategy into effective regional execution plans.
• Position Field Service as a strategic enabler of customer success and clinical uptime.
• Drive continuous improvement through customer insight, operational data and employee feedback.
• Promote operational efficiency and cost-effective resource utilisation.
• Support organisational change initiatives and service transformation programmes.

Service Delivery & Operational Performance

• Ensure the consistent delivery of service outcomes across Maintenance Agreements, Repair Exchange and Call-Off Contracts.
• Drive KPI and SLA performance across the region.
• Improve first-time fix rates and minimise repeat visits.
• Support service-derived revenue opportunities through effective collaboration with Sales teams.
• Provide accurate reporting and operational inputs for reviews and quality management activities.

Leadership & People Management

• Lead, motivate and develop regional field service teams.
• Foster a positive, inclusive and psychologically safe culture built on accountability and continuous improvement.
• Set clear objectives and development goals for team members.
• Conduct performance reviews and support ongoing competency development.
• Maintain training and competency records in line with regulatory requirements.
• Support recruitment, onboarding and workforce planning activities.
• Deliver coaching, mentoring and operational leadership across the region.

Customer & Stakeholder Management

• Partner with Regional Sales Managers to provide a seamless customer experience.
• Participate in customer reviews and service performance discussions.
• Support the resolution of complex customer escalations.
• Build strong working relationships across Service, Commercial, Technical, Quality and Regulatory functions.
• Work collaboratively with fellow Field Service Managers to ensure consistency of service standards nationally.

Governance, Quality & Compliance

• Ensure compliance with ISO 13485, ISO 14001, MDR, Quality Management System (QMS) requirements and NHS site policies.
• Ensure field service documentation is accurate, audit-ready and fully compliant.
• Support CAPA activities, audits and continuous improvement initiatives.
• Oversee regional compliance with device handling, traceability, logistics and calibration requirements.
• Escalate operational, technical or product issues appropriately.

Complaint Management & Continuous Improvement

• Lead complaint investigations and customer issue resolution activities.
• Ensure product-related safety incidents are reported within required timescales.
• Analyse complaint trends and identify opportunities for service improvements.
• Drive structured problem-solving and corrective action activities.
• Use field observations to validate standards and support quality improvements.

Workforce & Territory Planning

• Manage regional resource allocation and territory coverage.
• Ensure appropriate skill alignment across the field team.
• Maintain service continuity during periods of increased demand, absence or change.

About You

We are looking for a results-driven service leader who combines strong technical understanding with excellent leadership, customer focus and commercial awareness.

Essential Qualifications & Experience

• HNC/HND (Level 4/5) or equivalent qualification in a technical, scientific, healthcare or business-related discipline, or equivalent industry experience.
• Proven experience within a field service, clinical engineering, medical devices or technical service environment.
• Experience working within regulated environments, including ISO 13485 and MDR requirements.
• Strong customer-facing experience with a track record of delivering service excellence.
• Experience leading teams and managing performance.
• Strong problem-solving and complaint investigation skills.
• Excellent digital literacy with experience using CRM systems and service management platforms.
• Full UK driving licence.

Skills & Attributes

• Inspirational and supportive leader with the ability to develop high-performing teams.
• Strong communication and relationship-building skills.
• Ability to influence stakeholders and drive cross-functional collaboration.
• Analytical and data-driven approach to decision making.
• Resilient and accountable under pressure.
• Customer-focused with a proactive, solution-oriented mindset.
• Commercially aware and focused on delivering value.
• Adaptable, growth-minded and committed to continuous improvement.
• Highly organised with strong planning and prioritisation skills.

What We Offer

• A pivotal leadership role within a growing and innovative healthcare organisation.
• The opportunity to influence service strategy and operational performance.
• A collaborative and supportive leadership environment.
• Ongoing professional development and career growth opportunities.
• The chance to make a meaningful impact on customer satisfaction and patient outcomes.

Additional Information

• This is a field-based regional role requiring regular travel and time away from home.
• Regular presence in customer, clinical and healthcare environments will be required.
• The role involves observing field activities, conducting audits, coaching teams and supporting operational excellence across the region.