Technical Services Engineer in Birmingham

Location: Home (Birmingham, South England) / UK Field-Based (2-4 days per week on customer sites)

Department: Operations

Working hours: 40 hours p/w over 5 days

Who we are: At Safehinge Primera we have a clear purpose. Together we design for good. We help protect people through vulnerable times. We envisage, design, and deliver innovative products that dramatically improve people's lives in challenging environments such as schools, custodial settings, hospitals, and mental health facilities. Our designs make a positive difference. Over the years, we have invested heavily in developing an award-winning range of lifesaving products for the education and demanding mental health sectors. Our products for mental health facilities solve the biggest patient suicide risks, and our products are unmatched globally. We’ve got a track record of success designing and delivering best in class products that improve lives. We have grown significantly in the last three years, and our aim is to reach £100m of global revenue in the next five years and increase our impact; through profitable growth, we can help more people through vulnerable times. We are a fast-growing company that continually sets the bar high for ourselves. We’re committed to continuously raising the standard of the sectors in which we operate. We do this through hard work and commitment to a culture of collaboration, listening, and understanding. Importantly we do this together, as a team.

Role Purpose: To provide expert field and remote technical support that enables customers, partners and internal teams to install, service, troubleshoot and maintain Safehinge Primera products safely, effectively and in line with customer and business requirements.

Role Summary: This is a key position that sits within the Customer Success team (Operations) primarily focusing on proactive activities listed in the responsibilities section below, whilst also supporting existing customers technical queries through the Support ticket stream. We are looking for a high-impact individual capable and comfortable working in a fast-growing SME where a culture of collaboration and teamwork is more important than the title. You will work in partnership with the customer and associated stakeholders as well as the wider business and suppliers to successfully create a deliverable solution.

What you’ll do: As the Technical Services Engineer, you will provide product technical support across the Global portfolio helping to deliver a high level of customer satisfaction to our existing customers. This role sits within the Customer Success/Operations team, reporting to the Customer Success Manager. It is expected to be approximately 60% field-based customer and partner support, 25% technical issue resolution and documentation, and 15% internal improvement, reporting, team support and Voice of the Customer activity. The role will coordinate with stakeholders across the business to deliver on-site training, servicing, rectification works, technical documentation, advice, problem-solving and fulfilment of product orders.

• Provide on-site servicing, customer onboarding and rectification works
• Training – for staff, install and servicing teams
• Setting up Customers and Partners for success
• Support existing customer’s issue resolution via Support@ ticket stream
• Support the Customer Success team with technical enquiries
• Support the Technical Services Manager in delivery of team objectives
• Ensuring 3rd party installers/service teams have an excellent knowledge of our products
• Capture VOC feedback and populate NPS tracker spreadsheet
• Production of Technical documentation

What you’ll bring: At Safehinge Primera we look for people who will add to our organisation and align with our Purpose and Values. Your experience, skills and competencies will include:

• A comprehensive understanding of doorsets, ironmongery, fittings and component products specific to the Mental Health sector
• High technical knowledge and a strong understanding of root cause analysis
• Excellent communication skills, with a proactive mindset, strong organisational skills, and the ability to work independently and as part of a team
• Excellent IT skills, particularly in Odoo CRM, including Contacts, CRM and Helpdesk applications
• Experience delivering training to customers and internal stakeholders is preferred however it is not essential
• Willingness and ability to travel regularly throughout the UK to support customers, partners and project delivery activities
• Confident working safely in live healthcare and mental health environments, including controlled or higher-risk sites, inductions, RAMS, safeguarding requirements and NHS procedures is preferred however it is not essential
• Strong attention to detail, including accurate service reporting, record keeping and document control

Additional Information: This is a full-time, hybrid (field/home), primarily field-based role with regular travel to customer and partner sites across the UK. The role is expected to involve frequent site visits, typically 2-4 days per week depending on business and customer requirements. Regular attendance will be required at NHS sites, contractor locations, partner offices and internal company meetings. Overnight stays may be required where site location, customer requirements or business needs make this necessary. A company car allowance will be provided. Company laptop, mobile phone and all role‑specific tools/equipment required to undertake the role will be provided. Business travel and approved expenses will be reimbursed in line with company policy.

What we’ll offer: Competitive salary, 33 days annual leave increasing with length of service, Company bonus scheme, Flexibility to buy or sell holidays, Employee Assistance Programme, 4% employer pension contribution, Enhanced sick pay and family friendly policies, Access to Cycle to Work/Electric Vehicle Scheme, Support towards training and professional qualifications, The opportunity to develop and grow your career within a fast-growing SME, Peer recognition and referral programme, Regular social events.

If you think you've got the passion and skills to help us achieve our vision of serving the mental health sector with the world’s best products and services, then we’d love to hear from you!