Description
We’re looking for an experienced Field Service Engineer to support and maintain customer technology across a large territory.
Field-based (home-start) | Company Vehicle | Full Training Provided | Driving Licence Required.
Department
Service - Field Service
Location
UK/Field based
Introducing the Role
This is a hands‑on role combining electro‑mechanical repair, Windows‑based diagnostics, and basic networking to keep customer sites operating reliably.
You’ll be trusted to work independently from day one – managing your workload, communicating professionally on site, and delivering a high‑quality service aligned to agreed service levels (SLAs).
Working Pattern
* This is a field role, so start/finish times vary with travel, customer opening hours and priority needs.
* Core hours apply, but flexibility is required because of the nature of the job.
Weekend Rota & Earning Opportunity
* Participation in a weekend/bank holiday support rota with additional pay.
* Potential of additional earnings through weekend and bank holiday rota participation.
* Opportunities to earn more by taking on additional weekend cover when available.
* Plus potential bonus and salary progression, subject to performance and business results.
Long‑Term Career Progression
* Technical progression – advanced diagnostics, product expertise, specialist support.
* Leadership/management progression – coaching, planning, field leadership.
Key Responsibilities
* Undertake a mix of planned maintenance, installations/upgrades, and priority attendance when a customer has a time‑critical issue.
* Diagnose faults efficiently using a structured approach (symptoms → logs/data → root cause → fix).
* Use a Windows laptop to access tools, review logs, complete updates/configuration, and document actions.
* Perform network connectivity tasks (LAN connections, IP settings, basic troubleshooting) to access device interfaces and confirm communications.
* Repair and maintain electro‑mechanical systems (modules, sensors, motors, transport mechanisms, power components).
* Carry out preventative maintenance to reduce downtime and improve reliability.
* Provide clear customer updates and set expectations during service activity.
* Complete accurate job documentation (work completed, parts used, findings, next steps) to support first‑time fix and audit quality.
* Escalate effectively when needed – providing clear evidence, logs and fault context to technical support.
Service Levels & Priority Work (SLAs)
* Work to agreed service levels (SLAs) that help keep customer operations running smoothly.
* Most work is planned and scheduled; when a customer has a time‑critical issue, prioritise it with support from scheduling and technical teams – aiming for a first‑time fix and minimal disruption.
Essential Requirements
* Proven field service experience in a customer environment (ideal backgrounds include ATMs, printers/MFDs, EPOS, kiosks, vending, security systems, cash‑handling or similar technology).
* Strong fault‑finding ability across electro‑mechanical systems.
* Confident using a Windows laptop for diagnostics, reporting and communication.
* Networking competence: LAN/Ethernet, IP addressing, connectivity checks and accessing device interfaces.
* Excellent customer service and communication skills (written and verbal).
* Ability to efficiently manage your day based on priorities and workload in conjunction with your Regional Service Controller.
* Full UK driving licence.
* Networking self‑check (expected): Set a static IP, log into a router/switch, confidently troubleshoot “no connection” issues, and have a basic understanding of networking fundamentals.
Desirable
* Experience adhering to SLAs and managing high‑priority callouts.
* Understanding of health & safety in the field (risk awareness, safe working, customer site standards).
* Experience with hardware/software upgrades, device configuration or remote support tools.
* Coaching/mentoring ability (supporting less experienced engineers).
Job Benefits
* 25 days holiday a year plus bank holidays with the opportunity to buy up to five additional days.
* Company vehicle available for private use.
* Tools and parts support.
* Competitive company pension scheme.
* Ongoing training and development.
* Private medical insurance for all employees (enhanced membership can be purchased for other family members).
* Dental insurance for all employees.
* Life assurance.
* Income protection scheme.
* Employee assistance programme.
* Employee wellbeing events and Mental Health First Aiders.
* Employee My Benefits portal offering extensive retail discount.
About the Employer
With Glory, you will be working for an Investors in People Gold accredited company.
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