Technical Service Engineer

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

Benefits offered by this job

On-Call Allowance

Pension

Performance Bonus

Holidays

Income Protection

Health care

Life Assurance

Job summary

Wallace Hind Selection is seeking a skilled Field Service Engineer to cover the Manchester area, with travel as needed. You will train extensively from Day 1 on products, systems, and customers, working on-site to understand customer needs and deliver effective service.

You will become the trusted service SME, performing remote support and diagnostics, and coordinating with R&D, Customer Service and Sales to ensure high customer satisfaction.

Qualifications

• Requires technical degree or time-served experience in related engineering fields.
• Strong customer-facing pedigree and ability to communicate clearly with clients.
• Creative problem-solving mindset to support customers and internal teams.
• Experience with Microsoft 365/AD, SQL and related IT tools; training provided.

Responsibilities

• Become service SME for customers and perform remote diagnostics.
• Manage escalation flow to ensure timely resolution and follow-up.
• Ensure preventative maintenance procedures and schedules are correct.
• Identify and forecast spare parts requirements and document KPI data.

Skills

Field service

Customer facing

Problem solving

Remote support

On-site service

Education

Technical Degree

Tools

D365

SQL

Active Directory

Beckhoff TwinCAT

Elmo Studio

Barcode Reading

Job description

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:

• 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:

• 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.