Field Service Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Execute scheduled maintenance, installations/upgrades, and promptly address time-sensitive customer issues.

• Identify faults through a systematic approach, analyzing symptoms and logs/data to determine root causes and implement fixes.

• Utilize a Windows laptop for accessing tools, reviewing logs, performing updates/configurations, and documenting actions taken.

• Conduct network connectivity tasks such as establishing LAN connections, configuring IP settings, basic troubleshooting, device-interface access, and communication checks.

• Repair and maintain electro-mechanical systems, which include modules, sensors, motors, transport mechanisms, and power components.

• Perform preventative maintenance to minimize downtime and enhance reliability.

• Deliver clear updates to customers and manage expectations throughout service activities.

• Ensure accurate job documentation that includes details of work performed, parts utilized, findings, and follow-up actions.

• Elevate issues to technical support, providing evidence, logs, and context regarding faults.

• Adhere to established service levels while prioritizing urgent issues in coordination with scheduling and technical teams.

• Report directly to the Field Service Manager.

⛳️ Requirements

• Demonstrated field service experience in a customer-focused environment; ideal backgrounds comprise ATMs, printers/MFDs, EPOS, kiosks, vending machines, security systems, cash-handling equipment, or similar technologies.

• Strong ability to troubleshoot faults in electro-mechanical systems.

• Proficient in using a Windows laptop for diagnostics, reporting, and communication purposes.

• Networking skills: familiarity with LAN/Ethernet, IP addressing, connectivity checks, and accessing device interfaces.

• Exceptional customer service and communication skills, both written and verbal.

• Capable of effectively managing daily tasks based on priorities and workload in collaboration with the Regional Service Controller.

• Valid full UK driving licence.

• Knowledge of setting a static IP, logging into routers/switches, troubleshooting connectivity issues, and understanding basic networking concepts.

• Desirable: experience in adhering to SLAs and handling high-priority callouts.

• Desirable: awareness of health and safety practices in the field.

• Desirable: experience with hardware/software upgrades, device configuration, or remote support tools.

• Desirable: ability to coach and mentor others.

🏝️ Benefits

• 25 days of annual leave plus bank holidays, with the option to purchase up to five additional days.

• Company car provided.

• Competitive pension scheme offered by the company.

• Continuous training and development opportunities available.

• Comprehensive private medical insurance for all employees (enhanced membership can be obtained for family members).

• Dental insurance provided for all employees.

• Life assurance coverage included.

• Income protection scheme available.

• Employee assistance program offered.

• Employee Wellbeing events and access to Mental Health First Aiders.

• Access to the Employee My Benefits portal, featuring extensive retail discounts.

• Additional compensation for participation in weekend/bank holiday support rotas.

• Potential for extra earnings through involvement in weekend and bank holiday rotas.

• Opportunities for increased earnings through additional weekend coverage.

• Possibility of bonuses and salary progression, contingent on performance and business outcomes.

• Technical advancement opportunities available.

• Opportunities for leadership and management progression.