Field Service Engineer

Job Overview

Are you a Technical or Scientific Service Engineer looking to concentrate your work within the North‑West region? Are you looking to do local site‑based customer‑facing work, while keeping an element of variety? Due to our rapid expansion, an opportunity has arisen for a Technical Service Engineer / Scientific Support Engineer, to manage our state‑of‑the‑art robotics solutions within the pharmaceutical and biotechnology markets.

Basic Salary: £52,000 - £56,000

• Monthly £150 On‑Call Allowance + £120 for additional call‑out
• Company Pension Scheme (minimum employee contribution of 4%, Company will pay 5% and match up to 8%)
• Performance Bonus
• 25 Days Annual Holiday (Plus Statutory Days)
• Group Income Protection Scheme
• Private Health care including Optical & Dental
• Life Assurance etc.

Location: North‑West

Commutable Locations: Liverpool, Stockport, Manchester, Wigan, Oldham, Warrington, Knutsford, Altrincham, Wilmslow, Widnes, Lymm, Rochdale, Bolton, Southport, Birkenhead

You will be our main Field Service Engineer for the Liverpool area, responsible for customers in Liverpool and share responsibility of customer in Stockport. Frequent travel outside of this area will also be required from time to time, occasionally spending time away (one night away per week on average).

We will train you extensively from Day 1, on our products, systems, IT, procedures, applications, and customers. This is an on‑site role, immersing yourself with key customers, their visions, needs and aspirations.

• Become the service subject Matter Expert for our customers.
• Perform remote support and diagnostics.
• Manage the escalation flow to ensure timely customer follow‑up until issue is resolved.
• Ensure Preventative Maintenance Procedures, intervals, and schedules are correct and complete.
• Identify / forecast spare parts requirements.
• Utilise D365 Service Reports, RMAs & monthly KPI reports.
• Handle all service calls timely and professionally.
• Communicate with customer, R&D, Customer Service, Product Management, Manufacturing and Sales, ensuring superior customer satisfaction.
• Provide 24 / 7 remote and on‑site service on a rotating model.

• Technical background (electrical, mechanical, IT), within complex machinery, in an industry such as:
  Heavy Engineering, Life Sciences, Medical Equipment, Mining, Automation, Robotics, Shipbuilding, Marine, Drilling, Biotechnology (or similar).
• Either a technical Degree, HNC, HND, or time‑served professional experience equivalent.
• Strong customer‑centric / customer‑facing pedigree.
• Creative problem‑solving mindset, driven by the motivation to assist customers, sales & service personnel, to overcome obstacles and challenges.
• Experience of Microsoft 365 or equivalent, Active Directory, and SQL databases (we provide relevant training).
• Experience of IP addressing, Remote Desktop Protocols, & Driver Support.
• Knowledge of Beckhoff Twin CAT, Elmo Studio, Vision Systems, and Barcode Reading.
• Capability of working reliably / resiliently.

NB:
This job requires exerting up to 50 pounds of force occasionally and / or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.

We are the fastest‑growing division of a multinational branded R&D manufacturing Group. Our division has over 80 staff, across 12 countries.

For the past 75 years we have innovatively developed, pioneered, built and created customer‑led product solutions within the fields of Life Sciences, Medical Devices, Robotics, and Automation.

We are culturally diverse, with a cooperative, down‑to‑earth environment. Not only do we offer a motivating working style, but also modern working conditions backed by a commitment to training and personal advancement.

This position offers unrivalled training and development. This is an area where we deliver many resources, aiming to keep your skills fresh, and at the leading edge.

It is highly likely you will have worked in any of the following roles and / or markets, and worked with the following products and / or services:
Technical Service Engineer, Technical Support Engineer - Robotics, Automation, Pharmaceutical, Life Sciences, Medical, Biotechnology, Medical Devices, Mining, Heavy Engineering, Scientific Instruments.

INTERESTED? Please click apply. You will receive an acknowledgment of your application.

Wallace Hind Selection, alongside our client embrace diversity, champion equality, and foster inclusion to create a work environment where everyone belongs and thrives.

Reference: JK18345, Wallace Hind Selection