Own the reactive maintenance process end-to-end: triage faults, raise and assign work orders in Sitetracker, and track to resolution within SLA.
Manage the planned preventive maintenance (PPM) schedule, ensuring field visits are booked, confirmed, and completed on time.
Monitor open work orders daily, identifying blockers and escalating SLA breach risks to the Network Operations Manager.
Maintain accurate asset, fault, and resolution records to support reporting and audit requirements.
Act as the primary day-to-day operational contact for Believ’s nationwide field maintenance contractor.
Coordinate reactive callouts and planned visits, aligning engineer dispatch with work order priority and SLA timelines.
Track contractor performance against SLA, flagging trends or recurring shortfalls to the Network Operations Manager.
Provide first-line remote technical assistance to field engineers across Alfen, Etrel, Tritium, and Wallbox charger hardware.
Triage and diagnose faults using back-office CPO platform data before dispatching engineers where avoidable.
Escalate unresolved issues with clear documentation of steps taken; build hardware knowledge to improve first-time fix rates.
Maintain accurate downtime logs with correctly identified and evidenced exemption periods in line with regulatory requirements.
Keep compliance evidence packs audit-ready and flag assets approaching uptime thresholds to the Network Operations Manager.
Produce regular reporting on fault volumes, resolution times, and SLA adherence for internal stakeholders.
Keep operational data accurate across Sitetracker, Monday.com, and Microsoft 365 platforms.
Requirements
Strong organisational skills with the ability to manage multiple open tasks and competing priorities.
Clear written and verbal communication — comfortable liaising with field engineers and internal stakeholders.
Methodical approach to troubleshooting and a high standard of data accuracy and record-keeping.
Proficiency in Microsoft 365 (Excel, Word, PowerPoint, SharePoint, Teams).
A-Level standard education, equivalent or higher.
Experience in network operations, field service management and technical support.
Familiarity with Sitetracker, Salesforce FSM, a back-office CPO platform.
Experience managing third-party contractors against defined SLAs.
Knowledge of PCPR 2023 compliance frameworks.
Exposure to Monday.com or equivalent project/task management tooling.
Benefits
Competitive salary and bonus scheme
25 days’ annual leave, plus the usual 8 UK Bank Holidays and the option to purchase up to 5 additional days per year*
Access to wellbeing and mental health benefits such as the Calm app, personal medical insurance, critical illness cover, dental, optical & travel insurance, income protection and life assurance
Pension contribution matched up to 10%
Access to our car benefit scheme and cycle to work scheme
Access to our online learning platform to continue to develop and grow your career with us.
16 hours a year Volunteer Time Off to support causes that are important to you
Virgin Media / O2 discounts and offers
Access to VIP Arena Suites at the O2 Arena (London) and First Direct Arena (Leeds)
Enhanced parental leave policies
Core office hours are 10am
4pm, Mon-Fri (so early birds/night owls can find a pattern that suits them, as long as it also works for their team)