Field Service Engineer in Royston, Hertfordshire

As Field Service Engineer, you'll install systems, diagnose faults and deliver warranty and non-warranty repairs and upgrades. Your time splits roughly 40% on customer installations, 40% on UK servicing and repairs, and 20% on technical support.

You'll also own the support ticket workflow, making sure customers get fast, practical answers and a great service experience.

The Role

Customer installations (around 40%)

• Deliver onsite installations in the UK and worldwide, and support remote commissioning
• Own pre-install readiness and sign-off with the customer and Production
• Lead larger or more complex installs, coordinating a second installer where needed
• Make sure every installation meets production build, test and quality standards
• Feed issues back to Engineering and Product Management, raising change requests for improvements

UK servicing and repairs (around 40%)

• Service and repair installed systems, restoring performance quickly and safely
• Diagnose mechanical, electrical, instrumentation, control and software faults
• Follow customer site, safety and decontamination requirements
• Escalate complex issues to Engineering, Product Management and Production
• Verify equipment after service and explain the work and any recommendations to the customer

Technical support (around 20%)

• Triage and resolve customer support tickets, coordinating repairs and keeping customers informed
• Plan and prioritise installations, working with a trusted pool of second installers
• Schedule and support customer demos alongside Sales and Product Management
• Join early customer meetings to set expectations and define pre-install requirements
• Keep accurate service reports, equipment histories and a growing product knowledge base

Requirements:

Essential

• Proven competence in installing and servicing equipment, through practical experience, a BTEC or City & Guilds diploma in maintenance engineering, or both
• Strong on-site problem-solving and root-cause analysis skills
• Confident, clear communication, especially with customers
• Comfort with everyday IT tools such as email, spreadsheets and ticketing systems

Desirable

• 10+ years' experience in chemical laboratory or industrial installations
• Service experience with chemical reactors, lab automation, glass process equipment or pilot-scale systems
• Familiarity with vacuum, pressure, fluid handling, heating and cooling, PLCs or process controls
• Background in pharmaceutical, biotech, specialty chemical or research environments
• Experience of installation and operational qualification (IQ/OQ) using approved protocols
• Manufacturing experience (MRP, build and test) and Zoho Desk or similar help desk software

Travel:

Expect to be away around 10 days in every 30, with roughly 60% of trips in Europe and 40% in the UK. Installations typically take 3–4 days, and you'll never be scheduled for back-to-back installs. All travel is arranged and provided for you.

Time spent travelling is given back as time off in lieu, and the company takes a very flexible approach to time off.

Benefits:

• £40,000 - £45,000 base salary
• 25 days' holiday plus bank holidays
• Private healthcare
• Contributory pension scheme
• Hybrid working flexibility