Customer Support Manager

Field Operations Management

Lead, manage, and support field engineers and technicians across service, maintenance, and repair activities

Plan and coordinate workloads, schedules, and resource allocation to meet service targets and SLAs

Monitor job quality, productivity, and safety compliance across all field activities

Ensure adherence to statutory regulations, safety standards, and company procedures

Support recruitment, onboarding, and ongoing development of field staff

Conduct performance reviews, toolbox talks, and technical guidance sessions

Act as escalation point for complex technical and operational issues

Serve as a primary operational contact for key customers and contracts

Build and maintain strong, long-term customer relationships

Manage service delivery performance against contract requirements

Handle escalations, service concerns, and customer complaints promptly and professionally

Attend customer meetings, site reviews, and performance reviews

Identify opportunities for service improvements and contract growth

Track KPIs including response times, first-time fix rates, callbacks, and customer satisfaction

Work closely with sales and commercial teams to support renewals and variations

Control operational costs, overtime, and materials usage

Support quotation reviews and technical scope validation where required

Prepare operational reports for senior management

Promote a strong safety culture across all field teams

Ensure risk assessments and method statements are followed

Investigate incidents and implement corrective actions

Maintain compliance with lift industry standards and regulatory requirements

Essential

Strong communication skills with the ability to engage confidently with engineers, customers, and senior stakeholders

Proven experience managing and leading field-based or mobile service teams

Commercial awareness, with experience balancing service delivery, cost control, and contract performance

Ability to plan, prioritise, and manage multiple operational demands

Leadership presence with a people-first approach to team development

Experience working in fast-paced, service-driven environments

Industry qualifications in lift engineering or related discipline

Knowledge of relevant lift and safety standards

Experience managing service contracts and SLAs

Phone interview with Recruitment lead - 30 minutes

Face to face interview with Senior management - 1 hour