Field Area Manager

Join us, be part of more.  

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.  
  

About your team:  

We’re the pride of Ireland. Bord Gáis Energy have been powering the nation’s homes and businesses for almost 40 years. But now, we’re so much more than just gas and electric. Through our unique combination of household heroes and energy assets, we’re at the heart of the energy transition in Ireland, strengthening the country’s energy security and helping customers get ready for a net zero future.

Key accountabilities

• Own all field operation elements for patch, engineer capacity planning monthly and in-day, field operative utilisation and operation efficiency. Ensure that all field services delivered through Bord Gáis Energy are in line with best-in-class industry, quality, and safety guidelines and are implemented efficiently, in line with Bord Gáis Energy brand guidelines.
• Delivery on performance management of field operations to defined and future field-based metrics (KPI) and ensure team deliverables and management of the quarterly incentive plan (QIP).
• Own the inventory management of assigned patch for all parts within the relationship for current and future supply chains, safety-based equipment, tools, consumables, and field assets.
• Own and manage the EHS and QA relationships to ensure maximum team efficiency and quality while optimising teams field performance. including setting and agreeing targets, performance management and assessments, risk management & audit reviews.
• Manage the Service and Solutions skills and compliance matrix for field operations team, including providing in-house and on-site inductions, training and success mentoring and quality assessments for new and existing operatives. Development and delivery of team technical, safety and performance team briefings.
• Own and effectively resolve all customer related complaints in a timely, efficient, and cost-effective manner, which includes all customer red alerts with in 1 hour of escalation both in and out of hours. Embed a culture of complaint reduction throughout the Services and Solutions team.
• Develop, expand, and operationalise all new Services and Solutions products and sustainability initiatives, while driving a lean and cost-effective approach to field team operation and management. Driving the expansion of the team’s technical capabilities for additional Service and Solutions products to meet the team expansion and strategic growth targets.
• Responsibility to embed a culture of safety, quality, diversity and inclusivity within the field operations and Services and Solutions team.

Role Components

Business Expertise

• In-depth understanding of all Services and Solutions products and services.
• First class technical background for all gas and related technical products.
• Understanding of the interaction between products and services and all operational parts of the business.
• Demonstrated ability to manage a field operation based technical team.
• Demonstrated ability to launch and manage products within the product lifecycle.
• Evidence of working with customers for complaints management and resolution.
• Evidence of training skills for implementation of complex technical tasks.
• Understands KPI and performance management of a field-based team.

Leadership & Teamwork

• Ability to communicate and sell to others internally about business strategy, requirements, and needs
• Ability to lead and communicate to and manage a field based technical team.
• Ability to lead and co-ordinate different areas within BGE and broader Centrica group
• Excellent team player with the ability to work cross-functionally
• Experience with identifying improvement opportunities particularly in relation to customer and product value, generating ideas and implementing solutions.

Role Impact

• Will provide input into strategy, inform and communicate strategy to all parts of Services and Solutions.
• Will influence and co-ordinate across field operations team to ensure alignment of strategy and plans within business 
• Key member of change management and delivery of product change
• Needs to provide input into product strategy and technical development of business cases for presentation to Senior Management
• Work closely with back office and field operation teams
• Own and manage products and teams for commercial profitability through their lifecycle

Problem solving, decision making & impact

• This person will be responsible for resolving customer technical and complaint issues as they arise
• They will own the efficiency, operational, quality, safety, and planning for a field-based team.

Communication & Interpersonal Skills

• Excellent interpersonal and communications skills required – this person must be able to lead & motivate a technical team and ensure that the Bord Gáis Energy brand values are evident in all interactions with our customers
• Proven training skills to provide mentoring and technical support

Performance indicators:

Please state here the key performance metrics for the role i.e. how would you measure that the role is being performed effectively

• Clearly understood strategy across Services and Solutions
• Effective strategy implementation and alignment of effort across Services and Solutions
• Strategic goals and targets being attained
• Development and management of existing and new customer products
• Manage commercial viability of products through their lifecycle in field operations
• Delivery of the key metrics of field operations
• Delivery on Safety, Quality for field operations

Agility – It is important to act quickly to implement better ways to do our work and to respond to the changes in products, customer, and business needs, and to deliver these to our customers, on brand.

Understanding customers - It is vital that this person has proven experience in taking ownership dealing with complex customer requirements and dissatisfactions, to a satisfactory conclusion for all parties.

Technical Capabilities –It is vital to have an ability to train, manage and mentor for success a team of field based technical engineers, to carry out complex tasks safely and efficiently to required standards.

Knowledge, Skills & Experience

Outline the qualifications necessary for entry into the role, the job-related experience required to perform the job and the type and level of skills required to perform the role.

• Experience in managing field operations technical teams for the heating industry
• Expert knowledge of plumbing, gas/oil, and renewables industry, with the required technical qualifications and regulatory affiliations/registrations.
• Strong technical, reporting, and analytical skills
• Proven team player and team leader
• Strong background in training and mentoring

Why should you apply?   
  
We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.  
  
https://www.morethanacareer.energy/bordgais 

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.    
 

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.