Field Service Engineer

Salary: £32,000 - 72,000 per year

Requirements:

• A positive, cheerful personality and mature attitude to work
• Excellent verbal and written communication skills, with confidence dealing with internal and external customers at all levels
• Strong organisation, attention to detail, and ability to prioritise objectives
• An enquiring mindset, with an ability to challenge established methods, simplify processes, and seek opportunities to add value
• A proactive approach, with ownership of projects and issues through to completion
• Ability to use initiative and work without direct supervision, as well as contribute as a team player and share workload when needed
• Flexibility to meet business requirements, including the possibility of overtime during busy periods
• Hardware training on Kyocera, Canon, and Konica Minolta
• Knowledge of Microsoft networks and experience with DHCP, DNS, TCP/IP, LDAP, and Active Directory
• Understanding of print management and document management software products
• Konica Minolta and Canon accreditations at professional and intermediate levels, respectively
• MCP or CompTIA certification is desirable
• Equitrac, PaperCut, or PCounter experience is desirable
• HP or Samsung equipment training is beneficial

Responsibilities:

• Provide onsite service and support to customers, resolving technical issues on assigned open tickets in a timely manner to maintain customer satisfaction
• Meet response-time targets and KPIs, and increase service profitability through efficient stock and call management
• Use our Service Call Control systems and follow the escalation procedure
• Carry out the Minimum Call Procedure on every service call, in accordance with the issued guidelines
• Contact the Helpdesk ProActive coordinator if unable to complete a call within 1.5 hours of arriving onsite, or if asked to attend another machine or issue
• Complete service calls via Link-in with all required details, including part numbers for return-to-fit bookings and correct meter readings
• Return warranty parts and requested items to our Head Office SDD with the warranty sheet, samples, and list prints
• Maintain the toolkit and issued technology, including tablets and phones, to the required standard
• Arrive at the first service call by 09:00 and accept the last service call at 16:30, unless an exception is agreed with the Field Service Manager or Helpdesk Manager
• Respond within the specified response-time constraint and call customers before travelling to determine whether the issue can be resolved by phone or to advise them of our arrival
• Follow static electricity prevention precautions when transporting, storing, and handling sensitive printed circuit boards
• Use the relevant tools for meter readings and maintenance support, including PPA, CSRC, and e-maintenance
• Follow applicable health and safety law and risk assessments in accordance with issued guides
• Record attendance at customer reception, follow our dress guidance, and maintain an acceptable appearance while on company business
• Complete relevant machine, solution, or IT training within the agreed timeframe and maintain that knowledge
• Proactively check whether further work is needed before leaving a customer site
• Use relevant online support tools and sites to resolve issues
• Undertake other suitable activities designated by our ProActive Service Delivery department, including installations, helpdesk support, and workshop support (PDI)
• Understand and maintain knowledge of our principals product and service portfolio, and pass relevant leads to sales through the correct procedure
• Provide initial support for software products loaded on devices within the principals portfolio, escalating faults to Software Consultants when needed

Technologies:

• Active Directory
• Hardware
• Support
• LDAP
• MCP
• Mobile
• TCP/IP

More:

We are recruiting a mobile Field Service Engineer who reports to the Head of Services. The role involves onsite customer service and support, with a focus on resolving technical issues efficiently and maintaining customer satisfaction. The position also includes potential progression within SDD and a career path supported by relevant training.

last updated 41 week of 2026