Field Service Engineer – Plymouth

We’re looking for an experienced Field Service Engineer to support and maintain customer technology across a large territory. This is a hands‑on role combining electro‑mechanical repair, Windows‑based diagnostics, and basic networking to keep customer sites operating reliably. You’ll be trusted to work independently from day one — managing your workload, communicating professionally on site, and delivering a high‑quality service aligned to agreed service levels (SLAs).

Key Responsibilities

• Undertake a mix of planned maintenance, installations/upgrades, and priority attendance when a customer has a time‑critical issue.
• Use a Windows laptop to access tools, review logs, complete updates/configuration, and document actions.
• Perform network connectivity tasks (LAN connections, IP settings, basic troubleshooting) to access device interfaces and confirm communications.
• Repair and maintain electro‑mechanical systems (modules, sensors, motors, transport mechanisms, power components).
• Carry out preventative maintenance to reduce downtime and improve reliability.
• Provide clear customer updates and set expectations during service activity.
• Complete accurate job documentation (work completed, parts used, findings, next steps) to support first‑time fix and audit quality.
• Escalate effectively when needed — providing clear evidence, logs, and fault context to technical support.

Service levels & priority work (SLAs)

You’ll work to agreed service levels (SLAs) that help keep customer operations running smoothly. Most work is planned and scheduled. When a customer has a time‑critical issue, you’ll prioritise it with support from scheduling and technical teams — aiming for a first‑time fix and minimal disruption.

What we’re looking for

• Proven field service experience in a customer environment (ideal backgrounds include ATMs, printers/MFDs, EPOS, kiosks, vending, security systems, cash‑handling or similar technology).
• Strong fault‑finding ability across electro‑mechanical systems.
• Confident using a Windows laptop for diagnostics, reporting, and communication.
• Networking competence: LAN/Ethernet, IP addressing, connectivity checks, and accessing device interfaces.
• Excellent customer service and communication skills (written and verbal).
• Ability to efficiently manage your day based on priorities and workload in conjunction with your Regional Service Controller.
• Full UK driving licence.
• Networking self‑check (expected): If you can set a static IP, log into a router/switch, confidently troubleshoot a “no connection issues” and logically understand networking basics — you’ll be comfortable in this role.
• Experience adhering to SLAs and managing high‑priority callouts.
• Understanding of health & safety in the field (risk awareness, safe working, customer site standards).
• Experience with hardware/software upgrades, device configuration, or remote support tools.
• Coaching/mentoring ability (supporting less experienced engineers).

With Glory, you will be working for an Investors in People Gold accredited company.

25 days’ holiday a year plus bank holidays with the opportunity to buy up to five additional days. Company vehicle that is available for private use. Tools and parts support. Competitive company pension scheme. Ongoing training and development. Private medical insurance for all employees (enhanced membership can be purchased for other family members). Dental insurance for all employees. Life assurance. Employee assistance programme. Employee Wellbeing events and Mental Health First Aiders. Employee My Benefits portal offering extensive retail discount.