Field Services Team Leader

About the role

Tritium is looking for a Field Services Team Leader to lead our UK Field Services team, based from Coventry. Reporting to the Head of Service Operations, EU, you will be accountable for the day-to-day leadership, planning and performance of the UK Field Services Technician team, making sure the right technician, with the right skills, parts and tools, is in the right place to meet our service commitments to customers.

You will line manage a Senior Field Services Technician, who acts as the team’s technical lead and first point of technical escalation, and three Field Services Technicians. You will own scheduling and dispatch for all UK field service activity and be the main point of coordination between the field team, customer support, logistics, sales and technical support.

Working pattern: full-time, permanent and hybrid. You will typically spend 1-2 days a week in the Coventry office, 1-2 days on sites in the field and 1-2 days working from home, plus customer meetings as required. Occasional travel within the UK and Europe, including occasional overnight stays, is part of the role.

What you will do

Lead and develop the team

• Line manage the team, including objective setting, one-to-ones, performance reviews, absence and holiday management, and addressing performance or conduct issues in line with company policy.
• Build a high-performing, safe and customer-focused team with a culture of accountability, knowledge sharing and continuous improvement.
• Work with the Senior Field Services Technician and the Technical Trainer to coach technicians and plan product, competence and safety training.
• Support recruitment, onboarding and induction, and make sure reports, timesheets and expenses are completed accurately and on time.

Own the schedule

• Own the weekly and daily field service schedule, allocating work based on priority, SLA commitments, travel time, skills, certification and availability.
• Make dynamic priority calls and re-plan in real time for emergency callouts, access delays, parts shortages and changing customer needs.
• Manage the intake of field service requests so job information, parts and access requirements are in place before dispatch.
• Plan, brief and monitor third-party service partners where internal capacity or skills are insufficient.
• Liaise with customers on appointments and service updates, managing expectations proactively, including when service is delayed.

Drive performance and improvement

• Monitor and report on service metrics such as SLA performance, first-time-fix rate, response and resolution times, utilisation, travel time and repeat visits.
• Identify trends and recurring faults and feed lessons learned back to Engineering, Product, Technical Support and Service teams.
• Lead the resolution of customer escalations with the Head of Service Operations, EU.
• Continually improve field service planning tools, processes and data quality.

Keep the team safe

• Promote and enforce health and safety legislation, safe systems of work and quality standards (ISO 9001 or equivalent).
• Review, maintain and create safe ways of working, and check they are followed through on-site audits.
• Make sure incidents, near misses and hazards are reported, investigated and closed out promptly.
• Keep enough technical credibility to support and challenge the team, and provide limited hands-on field cover when operationally required.

What you will bring

• Experience in field service delivery, dispatch, scheduling or operations planning across multiple sites.
• Experience leading or coordinating the work of others, formally or informally, including allocating work and giving feedback.
• Practical experience installing, servicing, commissioning or fault-finding electrical or electronic equipment.
• Good working knowledge of health and safety legislation and safe systems of work.
• Understanding of LV mains up to 480VAC and DC systems up to 1000V and the associated safety requirements.
• Sound fault diagnosis knowledge, enough to scope, prioritise and plan field work remotely.
• Understanding of field service KPIs and the ability to turn service data into clear, practical actions.
• Sound judgement when weighing competing demands under pressure, and strong planning and organisation skills.
• Clear, professional communication with technicians, customers, subcontractors and internal teams, including in difficult conversations.
• Proficiency in Microsoft Office and the ability to learn field service planning tools quickly.
• A full UK driving licence and willingness to drive for work, travel within the UK and occasionally Europe, and provide occasional field cover.

Nice to have

• Proven experience leading or supervising a team, ideally of field-based technical staff, including coaching and performance management.
• Previous experience as a field service technician or engineer, ideally on EV charging or similar power electronics equipment.
• Experience working to SLAs, contract performance and managing customer escalations.
• Experience with field service management platforms and service reporting tools.
• Understanding of EV charging technology and the OCPP protocol.
• Experience leading continuous improvement or process change.
• Qualifications such as NVQ Level 3 Electrotechnical, HNC Electrical and Electronic Engineering, 18th Edition (BS 7671), C&G 2391 or C&G 2919 EV charging. Equivalent practical experience is valued equally.

Good to know

You do not need knowledge of Tritium products, customers or internal systems. Equivalent experience gained elsewhere is assessed equally.

How to apply

Apply through Employment Hero with an up-to-date CV and answers to the short application questions. If you would like to talk about the role before applying, please contact People & Culture.

Tritium is an equal opportunity employer. We will make reasonable adjustments to the recruitment process and to the role for candidates who need them. Please let People & Culture know what would help.