At Miele, exceptional products deserve an exceptional customer experience.
We are looking for an inspiring and transformational leader to head our Domestic Field Service Operations across the UK and Ireland. Reporting to the Director of Service and as a key member of the Service Leadership Team, you will lead seven Regional Service Managers, around 100 Service Technicians and our Technical Repair Centre.
This is a pivotal leadership role responsible for creating a service experience that delights customers, builds lifetime loyalty and delivers on our premium brand promise. You will lead the continued evolution of our Field service operation, balancing customer experience, operational excellence and commercial performance to drive sustainable business growth.
We are looking for a leader who combines strategic thinking with a hands-on approach. You'll be visible across the business and in the field, building strong relationships with teams, customers and stakeholders, understanding challenges first-hand and translating insight into action. You will foster an inclusive culture where different perspectives are valued, people feel empowered to contribute, and everyone has the opportunity to grow and succeed.
Since 1899, Miele has been guided by our philosophy of Immer Besser – Forever Better We take immense pride not only in the quality of our appliances, but in every interaction our customers have with our brand. This role offers a unique opportunity to shape that experience and make a lasting impact on customers across the UK and Ireland.
In close collaboration with the Service Leadership Team, you will lead the Field Service operation and Technical Repair Centre across the UK and Ireland, ensuring a safe, efficient and customer-focused environment
Through visible, inclusive and inspiring leadership, you will create a culture where customer experience sits at the heart of every decision and every customer interaction
By maintaining a regular presence in the field, Technical Repair Centre and head office, you will build strong relationships with colleagues, understand operational challenges and support teams to deliver exceptional results
You will maximise sales through service opportunities, using every customer interaction to strengthen loyalty, drive revenue growth and increase market share across the UK and Ireland
Using customer insight, customer satisfaction measures and operational performance data, you will identify opportunities for improvement and lead initiatives that enhance customer experience, business performance and operational excellence
Through effective management of resources and service coverage, you will ensure customers receive a consistent, high-quality service experience while maximising efficiency, productivity and profitability
With a strong focus on people development and continuous improvement, you will create an environment where individuals feel valued, supported and empowered to achieve their full potential
Extensive leadership experience managing large-scale operational, field-based or technical service teams
A proven track record of leading leaders and building high-performing teams across geographically dispersed operations
A visible and engaging leadership style, with the ability to build trust, inspire teams and create an inclusive culture
Experience delivering continuous improvement and transformational change programmes that drive customer, operational and commercial success
Strong stakeholder management and influencing skills, with the ability to build relationships and drive results across multiple functions
Excellent communication skills and the ability to engage, motivate and develop large teams
Strong organisational, analytical and project management skills, with the ability to balance strategic priorities and operational demands
Experience leading customer-facing operations and a passion for delivering exceptional customer experiences
Our service operation plays a vital role in delivering customer loyalty, supporting sustainability and protecting the reputation of one of the world's most respected premium brands.
Every service interaction is an opportunity to strengthen our relationship with customers and demonstrate what makes Miele different. This role offers the opportunity to influence the future direction of Service within Miele, lead significant business improvement initiatives and make a lasting impact across the UK and Ireland.
Annual bonus opportunity of up to 2 month's salary
Company car
Generous discounts on Miele products for yourself, family and friends
Health cash plan and free eye tests
Discounted gym membership
Subsidised onsite café
Financial wellbeing support, recognition schemes and a comprehensive benefits package
Hybrid working approach, balancing time in the office, the field and home working
This is a full-time, permanent position with regular travel across the UK and Ireland. The role requires a visible leadership presence both in the field and at our headquarters.
Our UK headquarters is currently based in Abingdon and will relocate to Central Reading in early 2027 The successful candidate will therefore need to be able to commute to Reading, with transitional arrangements discussed during the recruitment process.
At Miele, we are committed to creating an inclusive workplace where everyone can thrive. We welcome applications from all backgrounds and particularly encourage applications from women and individuals who are currently underrepresented in operational and technical leadership roles.
What matters most is your ability to inspire people, build trust and help our teams deliver exceptional experiences for our customers.
Since being founded in 1899 Miele has followed its 'Immer Besser' brand promise.
As the world’s leading manufacturer of premium domestic appliances, we create delightful experiences – not only with regard to the quality of our products, but also in terms of performance, convenience, design and sustainability. For our customers, this means the peace of mind of knowing that choosing Miele is a good decision – and probably the decision of a lifetime.
Our product portfolio includes kitchen appliances such as ovens, steam ovens, refrigerators, coffee machines and dishwashers as well as vacuum cleaners, washing machines and dryers. Dishwashers, washer-extractors and tumble dryers for commercial use as well as washer-disinfectors and sterilisers for use in medical applications augment this line-up.
Miele is a family-run company in the fourth generation with eight production plants in Germany as well as one plant each in Austria, the Czech Republic, China and Romania. The company is represented with its own sales subsidiaries and via importers in almost 100 countries. In the 2020 fiscal year, the Miele Group achieved sales of 4.5 bn, 6.5% more than in 2019. Miele employs around 20,944 people worldwide.
