Field Service Specialist - Laboratory & Industrial Equipment

About AGI

Founded in Japan, AGI Group is a global engineering and technology company serving high-value chemical, pharmaceutical, energy and advanced materials industries. With a strong heritage in precision engineering and long‑term customer partnerships, AGI‑UK, based in Royston, has evolved from its manufacturing roots into a global solutions provider, supporting customers across the full product lifecycle — from laboratory innovation through to pilot and production scale.

As our UK Service Engineer, you’ll be the hands‑on expert that our customers rely on —by installing systems, diagnosing issues, and delivering high‑quality repairs and upgrades (warranty and non‑warranty). You’ll also use the Zoho support ticket workflow, helping ensure customers get fast, practical answers and a great service experience.

The role reports to the AGI UK Head of Engineering.

Hybrid role mainly based from Royston and to/from the customer site.

• Deliver onsite installations and support remote/online commissioning as needed, including frequent global travel and within the UK. Often as a 2-person team.
• Own product pre-install readiness and sign‑off with both the customer and production.
• Follow safe work practices and apply to all customer site health & safety requirements.
• Partner with AGI Product Management, Engineering and Production to help resolve issues quickly. Capture resolution and /or enter engineering change request for product improvements.
• Follow current production build/test methods and quality standards to ensure every installation meets expectations.
• Take the lead on larger or more complex installs, coordinating with a second installer where needed.

• Carry out onsite servicing and repairs of UK products, restoring performance quickly and safely.
• Comply with UK health & safety requirements (including decontamination processes).
• Collaborate with Product Management, Engineering and Production teams.
• Alignment to current production build/test methods and quality standards.
• Provide remote/online guidance for installations and service where an onsite visit isn’t required.

• Provide technical assistance for incoming customer support tickets (Zoho).
• Keep support moving—triaging tickets, coordinating repairs, and keeping customers informed.
• Plan and prioritise installations, liaising with a trusted pool of second installers for larger jobs.
• Schedule and support customer demos, working closely with Sales and Product Management.
• Join customer meetings for new product opportunities—helping set expectations and define pre-install requirements.
• Build and maintain a strong product knowledge base—sharing what you learn from the field to improve support and documentation.
• Align with wider AGI Group objectives and product roadmaps.

• Collaborate globally to share support knowledge, product support integration, and drive best practices.
• Contribute to planning and managing the UK Support budget (e.g., travel, spares, and service activity).

• The opportunity to build and reshape our support function
• The opportunity to travel to customers locations to install AGI‑UK systems
• Having influence on product design and build methods.
• Having a level of working flexibility
• Being part of a larger engineering, support team.
• Ongoing learning and professional growth opportunities.

• 25-day holidays per years (not including bank holidays)
• Flexible hybrid working
• Pension scheme
• Private health care
• Death in service benefit