Jobid=a1a664ba1b5e (0.0201)
About the Role
We are looking for an experienced Installation & Field Service Manager to lead our in-house installation team and scale our home service operations.
This role covers a wide range of installation services, with a strong focus on high-volume home appliance installations, while also ensuring compliant and certified delivery of EV charger and heating (boiler) installations.
You will play a key role in building a high-performing field team, improving operational efficiency, and delivering an excellent customer experience.
Key Responsibilities
Team Management & Operations
- Build, manage, and develop a team of in-house installation technicians
- Lead daily field operations including scheduling, routing, and workforce planning
- Monitor team productivity, utilization, and performance
Installation Scope & Service Delivery
- Oversee installations across:
- Home appliances (e.g., washing machines, dishwashers, built-in appliances)
- EV chargers
- Heating systems / boilers
- Ensure high-quality, safe, and "first-time-right" installations
- Manage customer escalations and resolve complex on-site issues
Compliance & Safety
- Ensure all installations meet local regulatory and certification requirements
- Maintain high standards of health & safety across all field operations
- Manage documentation, audits, and certification tracking
Performance & Process Improvement
- Define and track KPIs (e.g., first-time fix rate, installation lead time, cost per job)
- Optimize routing, scheduling, and operational processes
- Continuously improve service quality and operational efficiency
Cross-functional Collaboration
- Work closely with logistics, supply chain, and customer service teams
- Ensure product readiness and smooth end-to-end service delivery
- Support new service launches and business expansion
Requirements
- Proven experience in installation operations, field service, or last-mile service management
- Experience managing in-house technician teams (not only subcontractors)
- Strong operational mindset with hands-on problem-solving ability
Certification (Mandatory)
Candidates must hold at least one of the following:
- Electrical certification (e.g., EV charger installation, NICEIC or equivalent)
- OR
- Gas / boiler certification (e.g., Gas Safe or equivalent)
Candidates holding both certifications are highly preferred.
Preferred Qualifications
- Background in electrical, HVAC, or technical installation services
- Experience in e-commerce, retail, or service-driven logistics environments
- Experience scaling teams in a fast-growing business
- English required; local language is a plus
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