Technical Development Engineer (Field Support)

Britvic; United Kingdom; Remote; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Technical Development Engineer to provide essential support to field teams. This role focuses on ensuring equipment is installed and maintained to the highest standards, enabling customers to enjoy perfectly served beverages. The ideal candidate will thrive in a dynamic environment, providing training and technical audits while fostering strong relationships with both internal and external stakeholders. This position offers an exciting opportunity to make a significant impact in a collaborative and innovative company dedicated to excellence in service delivery.

Qualifications

• Experience in technical training or coaching is advantageous.
• Experience in a customer service environment is beneficial.

Responsibilities

• Provide coaching and support to field teams for excellent customer service.
• Conduct technical audits and maintain training records.
• Support installations and emergency service work.

Skills

Technical Training

Customer Service

Communication Skills

IT Systems (Microsoft Office)

Self-Motivation

Education

Electrical Qualification

Mechanical Qualification

Job description

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Technical Development Engineer (Field Support)

In combining Carlsberg’s and Britvic’s legacy businesses in the UK to form Carlsberg Britvic, we are creating an integrated beverage powerhouse in the market. Stronger together, we have a unique opportunity to get ahead and stay ahead of the competition while building a truly iconic business proposition. We offer customers an enhanced portfolio as the leading supplier combining beer and soft drinks, supported by a world-class sales force capable of unlocking growth opportunities across multiple channels and occasions. We are leveraging the strength of our integrated supply chain to make great-tasting brands available everywhere. Additionally, we are building brand equity while delighting consumers through outstanding marketing and innovation platforms. To fuel this opportunity, we are combining our talent, capabilities, and know-how across our integrated organization.

Job Overview

As a Technical Development Engineer - Field Support, you will provide coaching and support to the field team, ensuring they are technically capable and deliver excellent customer service. Your role is to ensure our equipment is installed and maintained to the highest standards, enabling our customers to dispense perfectly served soft drinks. When new innovations arise, you will ensure the team receives world-class training and is equipped to execute flawlessly.

Key Responsibilities

• Monitor installation, service, and survey standards (Great Britvic Technician) in the field across all customer types
• Conduct technical audits of field activities, providing feedback and coaching to individuals and team managers
• Maintain accurate training records, prioritize time for those who need it most, and use reporting and learning needs analysis to drive accompaniments
• Provide bespoke training sessions in the field for new equipment rollouts or new ways of working
• Support major customer projects, including installations and survey work as required
• Be available for emergency service work during peak times
• Provide weekend field telephone support for technical escalations from engineers (1 in 4 weekends)
• Monitor field compliance with health and safety legislation
• Support new starter immersion in the field
• Provide feedback to other teams about equipment, process, or system issues

Key Performance Measures

• Time in the field (minimum 4 days per week)
• Learning needs analysis scores
• National field support scorecard measures (service to service, installation to service, follow-ups, customer satisfaction, etc.)
• First-time fix achievement (reduction in misdiagnosed cooler, bar valve, spire, ice machine exchanges)
• Training survey results from field support team
• Audit scores versus target
• Project-specific measures (e.g., actual site time vs. planned)

Knowledge, Skills & Experience Required

Experience:

• Previous technical training/coaching experience may be an advantage but is not essential
• Experience working in a customer/field service environment may be an advantage
• Competent user of basic IT systems (Microsoft Office)

Skills Required:

• Self-motivated, well-organized individual with the drive to engage others
• Technically competent - has a depth of understanding of how dispense systems operate and can convey this knowledge to others clearly and concisely
• Great communicator and team player, able to communicate effectively and build partnerships with internal and external customers
• Has the gravitas to address underperformance or execution that does not meet the required standards
• Thrives on the diversity and challenge of delivering world-class service in a highly demanding field-based environment

Key Behaviours

We Care:The health and happiness of our people always come first. We care deeply about our brands, our role in society, and our impact on the planet.

We're Courageous:We are free to dream big, act bravely, lead with heart to deliver breakthrough outcomes.

Own It:Our integrity, how we work, show up and take accountability matters. We do the right thing, for the right reason, in the right way. We say what we mean, and we do what we say.

Act With Pace:We cut through complexity, responding to opportunities or challenges with agility and pace. We listen to understand, identify solutions and are trusted to deliver.

Stronger Together:We are open, collaborative and inclusive, respecting and learning from each other's unique contributions, while celebrating our collective success.

Qualifications

• Electrical or mechanical qualification would be an advantage, but not essential