Field Service Engineer

Overview

Are you a Field Service Engineer (Customer Support) who can provide field service engineering for after-sales customers and technical support for internal customers to ensure that products are maintained to meet internal and external customer requirements? Do you have experience of maintaining and fault finding complex electromechanical systems to support customers? Do you thrive when building and maintaining relationships with customers?

Are you an energetic problem solver who can provide a technical resolution for complex service issues for our customers?

• Spend time at customer sites installing products and keeping everything running smoothly
• Provide support both remotely and on-site, perform maintenance, check performance, hunt down faults, repair issues, and fit product upgrades
• Train, mentor, and coach distributor service teams so they are confident and capable
• Monitor product performance and uptime across locations
• Build solid relationships with customers and distributors, gather feedback and priorities, and support installation and technical support of products and systems, both on site and at customer facilities
• Ensure systems run reliably in-house and at end-user locations
• Proactively engage with customers to understand issues and support effective, timely resolutions
• Work closely with Production to support and improve build, test, and commissioning of new and existing products
• Contribute to the ongoing development of the Technical Support function to scale with company growth and evolving customer needs

• Collaborating with multi-disciplinary teams in a scale-up environment
• Experience with optical systems including lasers and fibres; electronics; electro-mechanics would be an advantage
• Handling systems with high voltages and lasers safely
• Software experience
• Setting up network/host user environments
• Self-management:
  Ability to work independently, set priorities for own work based on company goals and targets
• Teamwork:
  Engages with other members of the company to bring the best solutions to problems and supports colleagues when critical to company goals
• Impact and Influence:
  Establishes themselves as the knowledge centre in their field
• Ownership & Initiative:
  Reacts and addresses short- and mid-term issues and proactively takes action to solve them
• Results Orientation:
  Focus on the company goal and make timely decisions to achieve targets

• Either an Engineering or Physics degree or a clear equivalent path through relevant apprenticeship or accumulated experience

Our headquarters are based in Abingdon, Oxford, UK. We are a privately owned company founded in 2001 as a spin-out of the University of Bristol. We strive to foster a diverse and collaborative environment and support candidates through adjustments in the recruitment process if needed.

• £36,000 to £45,000 (depending on experience)
• 25 days annual leave
• Death in service and private health care benefits
• Personal pension contributions of 4% with salary sacrifice
• Generous EMI Share scheme