Area Lead (North West)

We’re Hiring: Area Lead – Field Services

Location: North West Reporting Line: Regional Manager – Field Services

️ 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.