Field Service Engineer

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

📋 Description

• Execute scheduled maintenance, installations/upgrades, and respond promptly to urgent customer issues.

• Identify faults through symptoms, logs/data, root cause analysis, and implement solutions.

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

• Conduct network connectivity tasks, including setting up LAN connections, configuring IP settings, basic troubleshooting, accessing device interfaces, and performing communication checks.

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

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

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

• Ensure accurate documentation of jobs completed, parts utilized, findings, and subsequent steps.

• Escalate complex issues to technical support, supplying clear evidence, logs, and context for the faults.

• Adhere to agreed service levels and prioritize urgent issues while coordinating with scheduling and technical teams.

• Independently manage workload across a broad customer territory.

⛳️ Requirements

• Demonstrated field service experience in a customer-facing role; preferred backgrounds include ATMs, printers/MFDs, EPOS, kiosks, vending, security systems, cash-handling, or related technologies.

• Strong diagnostic skills with electro-mechanical systems.

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

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

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

• Capability to effectively manage daily tasks based on priorities and workload in collaboration with your Regional Service Controller.

• Valid UK driving licence.

• Proficient in setting a static IP, logging into a router/switch, troubleshooting connectivity issues, and understanding basic networking principles.

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

• Desirable: awareness of health and safety protocols in the field, risk management, safe working practices, and customer site standards.

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

• Desirable: ability to coach or 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 plan 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 scheme available.

• Employee assistance programme offered.

• Wellbeing events and Mental Health First Aiders within the company.

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

• Additional compensation for participating in weekend and bank holiday support rota.

• Potential for extra earnings through participation in weekend and bank holiday rota.

• Opportunities for bonuses and salary increases based on performance and business results.

• Technical advancement prospects available.

• Opportunities for leadership and management development.