Area Lead (North West)

We’re Hiring: Area Lead – Field Services

Location: North West

Reporting Line: Regional Manager – Field Services

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Function: Field Services

Purpose of the Role

The Area Lead is responsible for spearheading and optimising field service operations across the region, including area coordination, inventory control, fulfilment, and on-site merchant service delivery.

This includes managing installations, configuration, support, and technician enablement, ensuring a high-quality, consistent, and scalable service that maximises device uptime, merchant satisfaction, and revenue continuity.

Key Responsibilities

Installations & Fulfilment Coordination (30%)

• Mobilise installations to meet merchant demand and SLA requirements
• Schedule and manage field technicians aligned to capacity and productivity planning
• Ensure availability of devices, stock, and boot stock
• Monitor and analyse field data to improve efficiency and service delivery
• Ensure compliance with policies, procedures, and regulatory requirements

Repairs, Troubleshooting & Upgrades (15%)

• Deliver data-driven planning for repairs and upgrades
• Ensure adherence to SLAs, regulations, and standards
• Drive predictive maintenance to minimise merchant disruption

Systems & Software Management (20%)

• Plan and execute operating system and software upgrades
• Support continuous merchant lifecycle maintenance and optimisation
• Manage area P&L, ensuring cost control across Capex and Opex

Stakeholder & Supplier Management (15%)

• Collaborate with Supply Chain, Warehousing, and Procurement
• Partner with Sales, Customer Care, Product, and Operations teams
• Provide feedback from field insights to improve products and services
• Manage vendor performance and SLA adherence

Equipment & Asset Management (10%)

• Coordinate returns and recovery of retired equipment
• Ensure proper tracking, registration, and compliance of assets

People Leadership (10%)

• Build and lead a high-performing field services team
• Ensure resource availability and operational readiness
• Drive training, development, and performance management
• Ensure service coverage across weekends, holidays, and after-hours

Management Accountability

• Direct Reports: 2
• Indirect Reports: TBC

Qualifications & Experience

Minimum Requirements

Technical Diploma (Electrical, Electronic, Mechanical Engineering or similar)

3–5 years’ experience leading field operations in payments, fintech, banking, or mobile money

Proven experience in field service installation environments

Advantageous

• ITIL or related certifications
• OEM / technical certifications
• Valid driver’s license

Technical Competencies

• Installation planning & demand forecasting
• Troubleshooting and diagnostic capability
• IoT and network connectivity understanding
• Device lifecycle and inventory management
• Reverse logistics and refurbishment processes
• Supplier and SLA management
• Payments industry compliance (PCI DSS, etc.)

Behavioural Competencies

• Results-driven and performance-focused
• Strong planning and coordination skills
• Customer-centric mindset
• Collaborative and team-oriented
• Strong leadership and decision-making ability
• Ability to perform in a high-pressure environment
• Strong situational awareness
• ️ Compliance Requirements

• Occupational Health and Safety Act (OHSA)
• Consumer Protection Act (CPA)
• PCI DSS Compliance Standards

Work Conditions

• Daily travel within the region, including remote areas
• May require national travel

Ready to lead field service operations and drive performance at scale?

Apply now — or share this opportunity with a suitable candidate.