Field Service Engineer

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

📋 Description

• Execute scheduled maintenance, installations, upgrades, and urgent responses for critical customer issues.

• Identify faults through symptoms, logs, data analysis, root-cause investigations, and solutions.

• Utilize a Windows laptop to access necessary tools, review logs, perform updates/configurations, and document actions taken.

• Conduct network connectivity tasks, including LAN connections, IP configurations, basic troubleshooting, and accessing device interfaces.

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

• Perform preventative maintenance to minimize downtime and enhance system reliability.

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

• Complete precise job documentation detailing work performed, parts utilized, findings, and subsequent steps.

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

• Adhere to agreed SLAs, prioritizing urgent issues while coordinating with scheduling and technical teams to achieve first-time resolutions and reduce disruption.

• Independently manage workload while reporting to the Field Service Manager.

⛳️ Requirements

• Demonstrated field service experience in a customer-focused setting; preferred backgrounds include ATMs, printers/MFDs, EPOS systems, kiosks, vending machines, security systems, cash-handling, or comparable technology.

• Strong troubleshooting skills with electro-mechanical systems.

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

• Networking proficiency: LAN/Ethernet, IP addressing, connectivity verification, and accessing device interfaces.

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

• Capable of efficiently organizing your day based on priorities and workload in collaboration with your Regional Service Controller.

• Possession of a full UK driving license.

• Ability to configure a static IP, log into a router/switch, troubleshoot connectivity issues, and grasp fundamental networking concepts.

• Experience in adhering to SLAs and managing high-priority callouts is preferred.

• Familiarity with health and safety practices in the field is advantageous.

• Experience with hardware/software upgrades, device configurations, or remote support tools is desirable.

• Coaching or mentoring capabilities are a plus.

🏝️ Benefits

• 25 days of annual leave plus bank holidays, with the possibility 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 available for all employees (enhanced membership can be acquired for family members).

• Dental insurance coverage for all employees.

• Life assurance benefits included.

• Income protection scheme provided.

• Employee assistance program available.

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

• Employee My Benefits portal offering extensive discounts at various retailers.

• Provision of a company vehicle.