Service Engineer

Location: UK-based, with travel across the Territory (UK, Ireland, and Europe as required)

Reporting to: Head of Technical Services

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.

• 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

• Promote and maintain strong relationships between the Service Department and customers
• Carry out customer visits as required
• Keep CRM customer data up to date

• 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

• 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

• 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

• 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

• 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