Field Service Engineer

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

📋 Description

• Conduct a combination of scheduled maintenance, installations/upgrades, and urgent responses for time-sensitive customer issues.

• Efficiently diagnose faults by following a structured methodology (symptoms → logs/data → root cause → resolution).

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

• Execute network connectivity tasks (LAN connections, IP configuration, basic troubleshooting) to access device interfaces and validate communications.

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

• Implement preventative maintenance to minimize downtime and enhance reliability.

• Provide clear updates to customers and manage expectations during service operations.

• Complete precise job documentation (work performed, parts utilized, findings, next steps) to facilitate first-time fixes and maintain audit quality.

• Effectively escalate issues when necessary—providing clear evidence, logs, and context regarding faults to technical support.

• Adhere to agreed service levels (SLAs) that ensure smooth customer operations, with most tasks being planned and scheduled. In cases of time-critical issues, prioritize them with assistance from scheduling and technical teams—aiming for first-time fixes and minimal disruption.

⛳️ Requirements

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

• Strong fault-finding skills across electro-mechanical systems.

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

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

• Exceptional customer service and communication abilities (both written and verbal).

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

• Valid UK driving license.

• Expected networking self-assessment: If you can assign a static IP, log into a router/switch, confidently troubleshoot “no connection” issues, and logically understand networking fundamentals—you will thrive in this role.

• Experience in adhering to SLAs and handling high-priority callouts.

• Familiarity with health and safety in the field (risk awareness, safe working practices, customer site standards).

• Experience with hardware/software upgrades, device configuration, or remote support tools.

• Ability to coach/mentor less experienced engineers.

🏝️ Benefits

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

• Company vehicle available for personal use.

• Support for tools and parts.

• Competitive company pension scheme.

• Continuous training and development opportunities.

• Private medical insurance for all employees (enhanced membership can be purchased for family members).

• Dental insurance for all employees.

• Life assurance coverage.

• Income protection scheme.

• Employee assistance program.

• Employee wellbeing events and Mental Health First Aiders.

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