Job Description

Team Leader - Field Service Engineers

Location:

Hybrid - Cardiff Office (1-2 days per week) & Field Based

Reporting to:

Head of Field Service

Working Pattern:

Monday-Friday, 8:00am-5:00pm

Package:

Competitive salary, company vehicle, 25 days holiday plus Bank Holidays

About Bridge Coffee Roasters

At Bridge Coffee Roasters, we don't just fix coffee machines -- we set the standard for what premium field service should look like. We are a trusted partner to some of the UK's leading names in premium coffee, and our customers trust us with their reputation, their service, and their coffee quality.

We believe exceptional service comes from empowered people, clear ownership, and high standards. Our field teams are the face of our brand, and our leaders play a critical role in making sure every customer interaction reflects the quality we stand for.

The Role

The Team Leader is a senior field leadership role responsible for the performance, capability, and standards of up to

12 field-based engineers and merchandisers.

This role combines

hands-on leadership in the field

with

operational, people, and financial accountability

. You will be accountable for delivering set KPIs through your team, developing people, controlling key cost lines, and ensuring health, safety, and service standards are consistently met.

While this is primarily a leadership role, you may be required to

occasionally cover engineer workload

(typically up to one day per week and infrequently), ensuring continuity of service when required.

Initially covering a

national remit

, this role will become

regionally focused

as the team grows.

Key Responsibilities

Team Leadership & Performance

Lead, coach, and develop a team of coffee machine engineers and merchandisers to consistently deliver outstanding service Own team performance against agreed KPIs, including: Jobs per day First-time fix SLA adherence Efficiency and productivity Set clear expectations, monitor performance, and act where standards are not met Drive a culture of accountability, pride in workmanship, and continuous improvement

People Management

Full responsibility for people management processes, including: Absence management Performance management Quarterly appraisals and pay reviews Disciplinary and grievance processes Recruit engineers and merchandisers

end-to-end

, from attraction through to onboarding Identify training needs and support skills development across the team

Operational Control

Work closely with the Field Service Admin and Mobilisation teams to ensure effective service delivery Reassign jobs in real time to maintain service levels and maximise efficiency Provide leadership during system transition from SAP to the new field service platform Represent Field Service at key internal and external meetings

Financial & Cost Management

Direct control and accountability for: Labour costs Parts usage and wastage Identify and deliver cost efficiencies without compromising service quality Support the Head of Field Service with forecasting and operational insights

Health, Safety & Standards

Act as the point of accountability for: Health & Safety compliance across the field team Company vehicles, tooling, and equipment standards Ensure all work is carried out in line with company processes, regulatory requirements, and best practice

Customer & Stakeholder Engagement

Manage customer interaction by exception, including escalations where required Act as a professional ambassador for Bridge Coffee Roasters, reinforcing trust and confidence in our service

Living Our Values

You will lead by example and embed our values into everything you do:

Collaborate for impact

- work across teams to deliver the best outcomes

Own the outcome

- take accountability for performance, decisions, and results

Pace and purpose

- move quickly, decisively, and with clear intent

Raise the bar

- continuously improve standards, capability, and service quality

What You'll Bring

Proven experience leading field-based engineering or technical service teams Strong understanding of KPI-driven service environments Confidence managing performance, budgets, and people processes Ability to coach, challenge, and develop others Strong operational judgement with the ability to make decisions in real time Comfortable working both strategically and hands-on when required Excellent communication and stakeholder management skills Full UK driving licence

What We Offer

Competitive salary Company vehicle Monday-Friday working pattern (8am-5pm) Ad hoc weekend working where necessary Hybrid working with regular presence in the Cardiff office The opportunity to shape, grow, and lead a high-performing field service team
Job Type: Full-time

Pay: 44,000.00-48,000.00 per year

Benefits:

On-site parking
Experience:

Field Service Manager: 2 years (preferred) Field Service Engineer Coffee machine: 3 years (preferred)
Willingness to travel:

75% (preferred)
Work Location: Hybrid remote in Bristol