Technical Service Engineer

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

Benefits offered by this job

Monthly On-Call Allowance

Pension Scheme

Performance Bonus

Holiday 25 days

Group Income Protection

Private Health care

Life Assurance

Job summary

Wallace Hind Selection LTD in Manchester is seeking a Technical Service Engineer to oversee robotics solutions within pharmaceutical and biotechnology markets. The role focuses on local site-based, customer-facing work with occasional travel to neighbouring locations.

We provide extensive Day 1 training on products, systems, and customers. This on-site position immerses you with clients, their needs, and aspirations, with a rotating on-call element.

Qualifications

• Technical background in electrical, mechanical, or IT with experience on complex machinery.
• Technical degree or equivalent experience.
• Strong customer-facing pedigree.
• Familiarity with MS365, Active Directory and SQL databases.
• Experience with remote diagnostics and service desk processes.

Responsibilities

• Become service SME for customers.
• Perform remote support and diagnostics.
• Manage escalation to ensure timely resolution.
• Ensure preventative maintenance procedures and schedules are followed.
• Identify spare parts requirements and forecast needs.
• Utilise service reports, RMAs and KPIs.
• Handle service calls professionally and promptly.
• Provide 24/7 remote and on-site service on a rotating basis.

Education

Technical Degree / HNC / HND or time-served experience

Tools

Microsoft 365

Active Directory

SQL databases

Remote Desktop Protocols

IP addressing

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.