Field Service Engineer

Description

We’re looking for an experienced Field Service Engineer to support and maintain customer technology across a large territory.

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).

• This is a field role, so start/finish times vary with travel, customer opening hours, and priority needs.
• Core hours apply, however, due to the nature of the job flexibility is required.

• This role includes 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.

Progression opportunities exist for the right person, including technical progression (advanced diagnostics, product expertise, specialist support) and leadership/management progression (coaching, planning, field leadership).

• 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 (symptom logs/data root cause fixes).
• 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 by providing clear evidence, logs, and fault context to technical support.

• You’ll 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, you’ll prioritise it with support from scheduling and technical teams aiming for a first‑time fix and minimal disruption.

• 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):
  If you can set a static IP, log into a router/switch, troubleshoot a no‑connection issue, and logically understand networking basics, you’ll be comfortable in this role.

• 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).

• 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…