Field Services Engineer
Role Purpose
Location- London based with requirements to be in Heathrow
Level - Experienced Professional
Department - Product R&D
Working Pattern - Field based, 37.5 hours per week
Benefits - Benefits at Ideagen
We are seeking a Field Services Engineer to join our EMEA Field Services team. This role provides hands‑on technical support across hardware, electrical, and mechanical systems, with a primary focus on customer sites in the UK, particularly the London area. Occasional support across the wider EMEA region will be required.
The Field Services Engineer is responsible for the installation, maintenance, troubleshooting, calibration, repair, and decommissioning of equipment. The role plays an important part in ensuring service quality, meeting service level agreements (SLAs), and supporting positive customer outcomes. You will also act as an escalation point for complex technical issues and work closely with internal teams across Hardware, Logistics, Project Management, and Customer Success.
Responsibilities
- Deliver on‑site field service support, including fault diagnosis, repairs, component replacement, calibration, system commissioning, and decommissioning
- Manage UK Field Services activities, with emphasis on the London region, including coordination of day‑to‑day field operations and support of service escalations
- Plan, manage, and deliver Preventative Maintenance activities, ensuring compliance, timely completion, and accurate reporting
- Manage incident and problem tickets to ensure resolution within agreed SLAs
- Communicate clearly and professionally with customers in on‑site and business‑to‑business environments
- Maintain accurate documentation within call management and inventory systems
- Coordinate with logistics to track hardware usage, maintenance history, and availability
- Support training and onboarding of field resources and subcontractors
- Promote safe working practices and compliance with local health and safety requirements
- Contribute to continuous improvement and identify emerging technologies impacting service delivery.
Skills and Experience
- Bachelor’s degree in Electronics Engineering, Electrical Engineering, or equivalent practical technical experience.
- Experience in a field service, hardware, instrumentation, or industrial support role
- Proven experience working with electrical and mechanical systems.
- Strong troubleshooting and problem‑solving skills
- Ability to work independently, manage multiple priorities, and meet deadlines.
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