Job Description

Head of Field Service
Location: Field-Based (Covering mostly London - with some further travel & site presence in Thurrock)
Employment Type: Permanent
Salary: 60,000 per annum + Car allowance
Are you an experienced leader in Aftermarket or Field Service operations within the commercial vehicle, automotive or fleet sectors? We're looking for a dynamic Head of Field Service to lead a high-performing team across a major territory from Yorkshire to Scotland.
The role of Head of Field Service:
In this senior leadership position, you'll take full ownership of Field Service delivery, Customer Service, and Service Centre operations across the North. With a strong focus on customer satisfaction, technical excellence, and commercial performance, you'll ensure the reliable availability of the vehicles while championing innovation and efficiency in every aspect of service delivery.
This is a field-based position with regular travel to key operator sites across the region, along with a requirement for on-site presence at the Rotherham Service Centre. Flexibility for occasional evening and weekend work is essential to meet customer demands.
Head of Field Service Responsibilities:

• Lead and manage Field Service teams across the North, ensuring exceptional service delivery and customer satisfaction.
• Develop and implement annual business plans, KPIs and transformation programmes to drive continuous improvement.
• Build and maintain strong relationships with key customers, driving loyalty and commercial growth.
• Use your technical expertise to support vehicle reliability, reduce VOR incidences, and address customer complaints effectively.
• Work closely with the Spares and Service teams to maximise revenue streams including paid service jobs and parts sales.
• Drive compliance with quality standards (ISO9001) and promote a strong health & safety culture.
• Lead people development initiatives and workforce planning to align with business goals.

What We're Looking For:

• Proven experience in a senior management role within field service, fleet management, or aftersales--preferably in the bus, truck, or wider commercial vehicle sector.
• Strong technical background with a recognised engineering or technical qualification.
• Demonstrable experience leading customer-focused transformation and service improvement programmes.
• Excellent stakeholder management skills with the ability to build trust and credibility at all levels.
• Commercially astute with budgetary control experience and a focus on service profitability.
• Flexible, forward-thinking, and able to drive performance through people and process improvement.

This is a fantastic opportunity to make a strategic impact in a business-critical role with high visibility and strong career progression potential. You'll be instrumental in shaping the future of Aftermarket services across a key region, with full autonomy to drive change, improve customer service, and grow commercial performance.