Technical Service Engineer

Wallace Hind Selection LTD; Bolton; On-site; GBP 52,000 - 56,000; Full time

Benefits offered by this job

On-call allowance

Company pension (employer match)

Performance bonus

25 days holiday

Income protection

Private health care

Life assurance

Job summary

Wallace Hind Selection LTD is seeking a Technical Service Engineer to manage state-of-the-art robotics solutions for the pharmaceutical and biotech sectors in the Manchester area. You will be the main field service engineer, with travel to nearby sites and time spent on-site with customers.

We offer extensive training from day one, a competitive salary, and a benefits package including pension, bonus, and private healthcare.

Qualifications

• Must have technical degree or equivalent (or time-served experience) in a technical field.
• Experience in customer-facing service roles within technical environments is essential.
• Strong problem-solving mindset and ability to work with cross-functional teams.
• Proficiency with Microsoft 365 and IT basics (Active Directory, SQL databases) is advantageous.

Responsibilities

• Serve as the field service expert for robotics and automation systems for customers in Manchester area.
• Provide remote diagnostics and on-site service as required.
• Manage escalation flows to ensure timely issue resolution and customer satisfaction.
• Maintain preventative maintenance schedules and ensure accuracy of service records.
• Communicate with R&D, product management, and service teams to drive issues to resolution.

Skills

Technical background

Customer-facing

Problem solving

Microsoft 365

Active Directory

SQL databases

Beckhoff Twin CAT

Elmo Studio

Vision systems

Education

Technical Degree / HNC / HND or time-served

Tools

Beckhoff Twin CAT

Elmo Studio

Vision Systems

Barcode Reading

Job description

Are you a Technical or Scientific Service Engineer looking to concentrate your work within Manchester? 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

BENEFITS

• 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: Manchester

COMMUTABLE LOCATIONS: Stockport, Salford, Sale, Bury, Oldham, Altrincham, Wilmslow, Rochdale, Bolton, Stalybridge, Cheadle, Warrington, Glossop, Stretford, Northwich.

JOB DESCRIPTION

Field Service Engineer, Technical Service Engineer, Technical Support Engineer, Scientific Service Engineer - robotics, automation, pharmaceutical, life sciences, medical, biotechnology

You will be our main Field Service Engineer for the Manchester area. Travel outside of this area will also be required from time to time, occasionally spending time away.

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.

KEY RESPONSIBILITIES

Field Service Engineer, Technical Service Engineer, Technical Support Engineer, Scientific Service Engineer - robotics, automation, pharmaceutical, life sciences, medical, biotechnology

As our Technical Service Engineer, you will:

• 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.

PERSON SPECIFICATION

Field Service Engineer, Technical Service Engineer, Technical Support Engineer, Scientific Service Engineer - robotics, automation, pharmaceutical, life sciences, medical, biotechnology

You will have:

• 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.

OUR COMPANY

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.

PROSPECTS

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

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