Field Technical Services Engineer – Healthcare Products

Safehinge Primera; Birmingham; Remote; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Discretionary profit share

Annual leave increases with length of

Buying & selling holiday scheme

Enhanced company sick pay

Enhanced parental pay

Cycle to Work Scheme/Electric Vehicle

Job summary

Safehinge Primera is seeking a practical, customer-focused Field Technical Services Engineer for healthcare products. The role is home-based, ideally Birmingham or South England, with UK-wide travel and occasional overnight stays.

You will service, commission, onboard, inspect and rectify systems, and provide product training while feeding learning back to Product, Quality and Engineering teams. Strong engineering judgement, disciplined fault-finding and credible customer interaction are

Qualifications

• Experience in field service, commissioning, installation or similar customer-facing engineering role.
• Strong mechanical aptitude with understanding of mechanisms and tolerances.
• Electrical or electronic fault-finding skills and use of test equipment.
• Ability to interpret technical drawings and wiring diagrams.
• Methodical fault analysis based on evidence.
• Excellent customer communication and reporting skills.
• UK driving licence and willingness to travel, including overnight stays.

Responsibilities

• Undertake servicing, commissioning, onboarding, technical inspections and rectification at customer/partner sites.
• Diagnose mechanical, electrical, electronic and connectivity issues with evidence-led approach.
• Distinguish product faults from installation, configuration, maintenance, environmental and user-related causes through root cause analysis.
• Own remote support cases through resolution or escalation.
• Deliver practical product training to customers, installers, service partners and colleagues.
• Produce accurate service reports, technical findings, troubleshooting guidance and recommended actions.
• Coordinate effectively with customers, NHS stakeholders, contractors, partners and internal teams.

Skills

Field service

Commissioning

Installation

Technical support

Customer communication

Tools

Multimeter

Test equipment

Job description

Role: Field Technical Services Engineer - Healthcare Products

Location: Home-based, ideally Birmingham or South England, with UK-wide travel

Working pattern: Full-time, 40 hours over five days, Monday to Friday

Field travel: Typically 2–4 days per week, including occasional overnight stays

Team: Operations – Customer Success

Reporting to: Customer Success Manager

Who we are

At Safehinge Primera, we have a clear purpose: Together, we design for good.

We design and deliver specialist products that help protect people through vulnerable times. Our products are used in challenging environments, including hospitals, mental-health facilities, schools and custodial settings, where safety, reliability and thoughtful design really matter.

We are a growing business with ambitious plans to increase our impact. We work hard, listen, learn and collaborate, and we do it together as one team.

The role

We are looking for a practical, customer-focused engineer to provide field and remote technical support across our mechanical, electronic and connected safety products.

You will undertake servicing, commissioning, onboarding, inspections and rectification work, while helping customers and service partners install, use and maintain our products effectively. You will also diagnose technical issues, deliver product training and feed learning back into our Product, Quality and Engineering teams.

You do not need to know every product from day one. What matters most is strong engineering judgement, disciplined fault-finding, customer credibility and the ability to learn.

The anticipated role mix is approximately:

• 60% field activity: servicing, commissioning, onboarding, rectification, onboarding and on-site troubleshooting
• 25% technical issue resolution: remote support, investigation, evidence capture and technical documentation
• 15% improvement: training development, reporting, customer feedback and internal support

What you’ll do

• Undertake servicing, commissioning, onboarding, technical inspections and rectification work at customer and partner sites.
• Diagnose mechanical, electrical, electronic and connectivity-related issues using a structured, evidence-led approach.
• Distinguish product faults from installation, configuration, maintenance, environmental and user-related causes through strong root cause analysis.
• Own remote support cases through to resolution or appropriate escalation.
• Deliver practical product training to customers, installers, service partners and colleagues.
• Produce accurate service reports, technical findings, troubleshooting guidance and recommended actions.
• Identify recurring issues and share evidence with the relevant Product, Quality and Engineering teams.
• Coordinate effectively with customers, NHS stakeholders, contractors, partners, suppliers and internal teams.

What you’ll bring

• Experience in field service, commissioning, installation, technical product support or a similar customer-facing engineering role.
• Strong mechanical aptitude, including an understanding of mechanisms, alignment, tolerances, fixings and moving assemblies.
• Electrical or electronic fault-finding skills and confidence using appropriate test equipment, such as a multimeter.
• The ability to interpret technical drawings, wiring diagrams and service instructions.
• A methodical approach to complex or intermittent faults, with conclusions based on evidence.
• Strong customer communication, technical reporting and organisational skills.
• Confidence working professionally and safely in live healthcare, secure or similarly controlled environments.
• A full UK driving licence and willingness to travel regularly, including overnight stays where required.

Experience involving doorsets, architectural ironmongery, access control, electronic locking, alarms, low-voltage systems, connected products or healthcare environments would be particularly useful, but is not essential.

What we’ll offer

• Discretionary profit share
• Annual leave increases with length of service
• Buying & selling holiday scheme
• Enhanced company sick pay
• Enhanced parental pay
• Cycle to Work Scheme/Electric Vehicle Scheme

This is a home and field-based role involving regular travel to customer and partner sites across the UK. Site work may take place in live healthcare and mental-health settings, where confidentiality, safeguarding, RAMS and local procedures must be followed.

We will provide a company car allowance, laptop, mobile phone and the tools and equipment needed for the role. Approved business travel and expenses will be reimbursed in line with company policy.

Please note that we’ve detailed the key responsibilities and output required from the role. As we’re a dynamic and fast-moving organisation, this is not a definitive summary and responsibilities may change and evolve over time.

At Safehinge Primera, we’re more about team than title. We welcome applications from all sections of the community and people from all backgrounds. We're committed to building an inclusive workplace that promotes and values differences, where everyone from any background can do their best work