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.
• Diagnosing faults efficiently using a structured approach (symptoms > logs/data > root cause > fix).
• 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

Essential:

• 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.

Desirable:

• 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).

Job Benefits

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.
• Income protection scheme.
• Employee assistance programme.
• Employee Wellbeing events and Mental Health First Aiders.
• Employee My Benefits portal offering extensive retail discount.