Head of Field Service

Head of Field Service

Location: Field based with regular travel to Central Reading. Salary: Competitive.

At Miele, exceptional products deserve an exceptional customer experience. We are looking for an inspiring and transformational leader to head our Domestic Field Service Operations across the UK and Ireland. Reporting to the Director of Service and as a key member of the Service Leadership Team, you will lead seven Regional Service Managers, around 100 Service Technicians and our Technical Repair Centre. This pivotal leadership role is responsible for creating a service experience that delights customers, builds lifetime loyalty and delivers on our premium brand promise.

Responsibilities

• In close collaboration with the Service Leadership Team, lead the Field Service operation and Technical Repair Centre across the UK and Ireland, ensuring a safe, efficient and customer focused environment.
• Through visible, inclusive and inspiring leadership, create a culture where customer experience sits at the heart of every decision and interaction.
• Maintain a regular presence in the field, Technical Repair Centre and head office to build strong relationships, understand operational challenges and support teams to deliver exceptional results.
• Maximise sales through service opportunities, using every customer interaction to strengthen loyalty, drive revenue growth and increase market share across the UK and Ireland.
• Use customer insight, satisfaction measures and operational performance data to identify opportunities for improvement and lead initiatives that enhance customer experience, business performance and operational excellence.
• Through effective management of resources and service coverage, ensure customers receive a consistent, high quality service experience while maximising efficiency, productivity and profitability.
• Focus on people development and continuous improvement, creating an environment where individuals feel valued, supported and empowered to achieve their full potential.

Qualifications

• Extensive leadership experience managing large scale operational, field based or technical service teams.
• Proven track record of leading leaders and building high performing teams across geographically dispersed operations.
• Visible and engaging leadership style, able to build trust, inspire teams and create an inclusive culture.
• Experience delivering continuous improvement and transformational change programmes that drive customer, operational and commercial success.
• Strong stakeholder management and influencing skills, with the ability to build relationships and drive results across multiple functions.
• Excellent communication skills and the ability to engage, motivate and develop large teams.
• Strong organisational, analytical and project management skills, balancing strategic priorities and operational demands.
• Experience leading customer facing operations and a passion for delivering exceptional customer experiences.

Benefits

• Annual bonus opportunity of up to 2 month's salary.
• Company car.
• Generous discounts on Miele products for yourself, family and friends.
• Health cash plan and free eye tests.
• Discounted gym membership.
• Subsidised onsite café.
• Financial wellbeing support, recognition schemes and a comprehensive benefits package.
• Hybrid working approach, balancing time in the office, the field and home working.

Additional Information

Full time permanent position with regular travel across the UK and Ireland. Visible leadership presence is required both in the field and at headquarters. Our UK headquarters is currently in Abingdon and will relocate to Central Reading in early 2027. Candidates must be able to commute to Reading, with transitional arrangements discussed during the recruitment process.

Equal Opportunity Employer

We welcome applications from all backgrounds and particularly encourage applications from women and individuals who are currently underrepresented in operational and technical leadership roles. All qualified applicants will receive consideration regardless of race, colour, religion, sex, national origin, disability or any other protected characteristic.