Field Support Team Leader

Please note onsite interviews will be taking place onsite on Wednesday 21 October

We are looking for an experienced and highly motivated Field Support Team Leader to lead and coordinate a small team of field support engineers responsible for maintaining the operational readiness of our advanced technology systems.

This is a hands-on, customer-facing position combining technical expertise, team leadership, planning and operational delivery. You will lead planned and reactive maintenance activities at customer sites, company facilities and overseas locations, making informed decisions in dynamic environments while maintaining high standards of safety, professionalism and customer service.

Working closely with customers and internal stakeholders, you will coordinate resources, manage support activities and lead fault diagnosis and resolution across mechanical, electrical, software and networked systems. This is an opportunity to work with innovative technology, support customers worldwide and contribute to the continued development of Kraken’s support capabilities.

• Leading and coordinating a team of field support engineers to deliver effective maintenance and support activities
• Acting as the primary customer contact and providing a professional, responsive service
• Overseeing planned and reactive maintenance across mechanical, electrical, software and networking systems
• Leading the diagnosis and resolution of technical faults to maintain equipment availability
• Making informed technical and operational decisions in dynamic environments
• Planning and managing support deployments, resources and maintenance schedules
• Coordinating field activity at customer sites, company facilities and overseas locations
• Ensuring support activities are completed safely, efficiently and in accordance with company standards and procedures
• Working closely with customers and internal stakeholders to understand and respond to operational requirements
• Supporting continuous improvement initiatives to enhance system reliability and operational performance
• Maintaining accurate service records, reports and technical documentation
• Promoting high standards of safety, professionalism and customer service across the field support team

• An HNC, HND, apprenticeship, NVQ Level 3 or equivalent qualification in engineering, electronics, electrical engineering, mechanical engineering or a related discipline
• Relevant professional experience, which may be considered in place of formal qualifications
• Proven experience leading or supervising a technical support or engineering team
• A strong background in field service, maintenance or technical support
• Experience diagnosing and resolving complex technical faults
• A good understanding of mechanical, electrical, electronic and software-based systems
• The ability to interpret engineering drawings, technical manuals and supporting documentation
• Excellent problem-solving and decision-making skills
• Strong organisational and planning capabilities
• Excellent verbal and written communication skills
• Experience working directly with customers in a technical environment
• The ability to work under pressure and manage competing priorities effectively
• Proficiency in Microsoft Office applications and general IT systems
• A full UK driving licence
• Willingness and ability to travel extensively throughout the UK and overseas
• Eligibility to obtain and maintain any security clearances required by the business and its customers

• Experience within maritime, defence, offshore, robotics, autonomous systems or engineering technology sectors
• Previous experience supporting remotely operated or autonomous systems
• Knowledge of networking principles and communications systems
• Experience fault-finding across integrated hardware and software systems
• Project planning or project management experience
• Leadership or supervisory training qualifications
• An IOSH Managing Safely qualification or equivalent health and safety training
• Experience delivering international customer support or participating in overseas deployments
• An understanding of quality management systems and continuous improvement methodologies

You will lead by example, take ownership of operational priorities and communicate clearly with customers, colleagues and internal stakeholders. You will support your team in identifying practical solutions, managing competing demands and delivering high-quality work safely and efficiently.

You will maintain a professional and customer-focused approach, make sound decisions under pressure and ensure commitments are followed through. Above all, you will help create a collaborative and responsive field support function that customers can rely on.

This is an opportunity to combine hands-on technical work with leadership responsibility in a varied and fast-moving environment. You will work with advanced technology systems, support customers in the UK and overseas, and play a key part in maintaining equipment availability and operational performance.

• 25 days holiday per year, plus paid bank holiday
• After two years’ consecutive service, one additional day’s annual leave up to a maximum of five additional days annual leave
• Holiday buy/sell, up to five days per calendar year
• Flexi working, core hours 10:00 to 15:00, subject to departmental requirements
• Private Medical Insurance with optional family cover
• Pension scheme with a 5% employer contribution, there is no cap on the employee contribution level
• Life assurance 3x salary
• Group Income Protection
• Health Care Cash Plan
• Cycle to Work Scheme
• Electric Car Scheme
• Employee Assistance Program (EAP) providing mental health and wellbeing support
• Professional membership reimbursement

Due to the nature of our work many of our roles require a UK nationality and the ability to obtain a security clearance.  Applicants who accept a conditional offer of employment must meet the requirement of right to work in the UK and must meet eligibility requirements for access to classified information and will be subject to Government security checks.

Kraken Works Limited is proud to be an Equal Opportunity Employer.  We are committed to maintaining a workplace that is free from unlawful discrimination and offers equal opportunities to all.  Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.