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Service Engineer
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Service Engineer
Location: UK-based, with travel across the Territory (UK, Ireland, and Europe as required)
Reporting to: Head of Technical Services
Salary: Up to £50,000 DOE
About the Role
Our client is seeking a Service Engineer to provide onsite service and technical support to customers and colleagues. This role acts as a key technical resource, supporting both end users and internal teams in identifying issues and applying effective troubleshooting techniques to resolve technical problems in the field.
This is a hands-on, customer-facing engineering role covering installation, commissioning, breakdown support, and planned maintenance of robotic packaging machinery.
The responsibilities below provide an overview of the role and are not exhaustive; additional duties may be assigned as required.
Key Responsibilities
- Provide customer service support to clients across the UK, Ireland, and Europe, with occasional worldwide support as required
- Deliver emergency breakdown and planned maintenance support via site visits and office-based technical support (phone, email)
- Support change-part and machine modification projects, including information gathering
- Make recommendations on training needs, further maintenance or inspections, and spare part holding/replacement
- Carry out pre-planned machine inspection and maintenance as part of contracted or one-off service work
- Provide on-site training to customers' operators and engineers where appropriate
- Provide out-of-office-hours support on an on-call rota basis
- Provide service support during Factory Acceptance Testing (FAT) at the manufacturer's overseas site
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Customer Relationships
- Promote and maintain strong relationships between the Service Department and customers
- Carry out customer visits as required
- Keep CRM customer data up to date
Sales and Marketing Support
- Support the marketing of Service offerings to customers
- Provide service support during the implementation of new machine sales
- Provide service support at exhibitions and marketing promotions
Administration
- Submit detailed visit reports on completion of each job (or weekly, whichever is sooner) via the current software system
- Complete and return overtime sheets weekly
- Submit expense claims and mileage forms in a timely manner
- Maintain and support Service Department procedures
- Liaise with the Service Management Team on the preparation and maintenance of company procedures
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Generic Responsibilities
- Liaise with the relevant Sales Account Manager on customer management
- Liaise with the Service Management Team as necessary
- Maintain direct communication with relevant departments at the parent company for information relevant to the above
- Keep accurate records within a designated structure
- Report progress to the parent company as required
Health & Safety
- Take reasonable care of your own health and safety and that of others affected by your actions
- Understand and follow the company's health and safety policies
- Use safety equipment correctly and never misuse it
- Report any near misses
Skills and Person Specification
- Experience with installation, commissioning, and maintenance of robotic packaging machinery
- Solid electrical and mechanical background
- IT software experience, including control packages
- Excellent customer service skills, with strong troubleshooting and complex problem-solving ability
- Strong attention to detail
- Excellent organisational, time management, and written/verbal communication skills
- Ability to work quickly and accurately
- Solid Health & Safety background
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