Field Service Engineer

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

📋 Description

• Execute scheduled maintenance, perform installations and upgrades, and respond promptly to critical customer issues.

• Identify faults through symptom analysis, log examination, root cause investigation, and implementation of solutions.

• Utilize a Windows laptop to access necessary tools, analyze logs, carry out updates/configurations, and document actions taken.

• Conduct network connectivity tasks, including establishing LAN connections, configuring IP settings, troubleshooting basic issues, and accessing device interfaces.

• Maintain and repair electro-mechanical systems, including modules, sensors, motors, transport mechanisms, and power components.

• Implement preventative maintenance strategies to minimize downtime and enhance reliability.

• Provide timely updates to customers and manage expectations throughout service activities.

• Ensure precise job documentation detailing completed work, utilized parts, findings, and subsequent steps.

• Escalate issues with supporting evidence, logs, and context to technical support teams.

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

• Report directly to the Field Service Manager.

⛳️ Requirements

• Demonstrated field service experience in a customer-focused environment.

• Strong skills in fault diagnosis across electro-mechanical systems.

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

• Networking skills including LAN/Ethernet, IP addressing, connectivity checks, and device interface access.

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

• Capacity to manage daily tasks efficiently based on priorities and workload, in coordination with the Regional Service Controller.

• Valid UK driving licence.

• Desirable: Experience with SLA adherence and managing high-priority callouts.

• Desirable: Knowledge of health and safety standards in field operations.

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

• Desirable: Ability to coach and mentor others.

• Expected networking knowledge: setting static IPs, logging into routers/switches, troubleshooting connectivity issues, and understanding networking fundamentals.

🏝️ 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.

• Private medical insurance for all employees (enhanced coverage available for family members).

• Dental insurance coverage for all employees.

• Life assurance benefits.

• Income protection plan.

• Employee assistance program.

• Wellness events and access to Mental Health First Aiders.

• My Benefits portal for extensive retail discounts available to employees.

• Comprehensive training provided.