Field Service Team Leader

About the Role
The purpose of this role is to manage and oversee on-site support services within a designated area, ensuring effective operations and optimal service delivery in line with company goals. The role includes managing the on-site technical team in that area.

Key Responsibilities

• Lead, motivate and manage a team of on-site technicians
• Plan and allocate daily workloads by priority, location and skills
• Own SLA performance, open calls, ageing incidents and escalations
• Drive technician productivity, utilisation and first-time fix rates
• Manage call logging and updates via Jira/ITSM systems
• Coordinate dispatch, routes and customer communication
• Handle customer escalations professionally
• Coordinate stock requirements with the RDC and support teams
• Control operational costs (overtime, mileage, travel)
• Conduct performance reviews and coach the team
• Report on operations and drive continuous improvement

Requirements

• 4+ years’ on-site management experience in a pharmacy or retail environment
• Proven experience leading or supervising a technical team
• Experience in an SLA-driven service environment
• Experience with Jira Service Management or a similar ITSM platform
• Excellent communication and customer-service skills
• Strong MS Office skills, particularly Excel
• Valid driver’s licence and willingness to travel

Work Location: In person