Role overview

Technical Support Engineer – UK Operations

Location: United Kingdom (remote and on-site field work) + occasionally attend meetings and training in St Albans, Hertfordshire, UK

Employment Type: Permanent, Full-time

Industry: Retail and Logistics Hardware

About the business:

Our client is a prominent international business, renowned for designing and manufacturing innovative retail and logistics solutions including software, hardware, consultancy, and deployment services. Their portfolio features parcel lockers, self-service vending machines, self-checkout counters, shelving systems, refrigeration units, and more.

Role responsibilities

• Provide remote and on-site technical support for a diverse range of retail and logistics hardware systems across the UK.
• Support the UK Service Manager with scheduling, service flows, and process improvements.
• Conduct on-site visits for field interventions when remote resolution isn’t possible.
• Identify recurring issues and suggest improvements as part of ongoing service enhancement.
• Adhere to health and safety procedures during all on-site activities.
• Develop deep product expertise and act as the go-to technical authority.
• Monitor and resolve customer support tickets promptly, escalating issues when needed.
• Manage warranty cases, including fault verification, reporting, and coordination with clients and suppliers.
• Maintain accurate service records and internal system data for all activities.
• Produce reports on warranty cases, service trends, and resolution times.
• Coordinate with contractors, raise and track calls, and ensure compliance with service standards.
• Deliver training and guidance to customers and contractors.

Your profile (qualifications and experience)

• Minimum 4 years’ experience in technical support, field service, or engineering roles.
• Proven background in warranty management, spare parts tracking, and service reporting.
• Experience working with parcel locker systems, vending machines or similar is advantageous.
• Proficient with ticketing/case management platforms and MS Office (Excel, Word, Outlook, Teams).
• Valid UK driving licence (required for on-site support).
• Strong troubleshooting and hands-on repair skills, with mechanical and electrical expertise.
• Excellent organisational, analytical, and time-management capabilities.
• Clear communicator with effective interpersonal skills; able to deliver training.
• Customer-focused, professional, and dedicated to service excellence.
• Proactive and solutions-oriented; adaptable to travel and remote working.
• Reliable team player with a commitment to quality service delivery.

Note: We are unable to provide visa sponsorship for this role. You must be based in the UK and have full right to work.

Why this role

Step into an exciting phase of growth by joining a dynamic team where your expertise will be valued and will help shape the future of service delivery. You will have the opportunity to drive strategic initiatives and continuous improvement, while advancing your career in a supportive and collaborative environment.

Benefits

• Company vehicle
• Company laptop and mobile phone
• Remote/Hybrid working – likely to be required in the office two times per month (St Albans)
• 25 working days annual leave + bank holidays
• Business travel and expenses

The process

• Comprehensive application review and interview with Strategy RS team
• First stage video interview with the hiring team
• Second stage interview with the leadership team

Strategy Recruitment Solutions LLP is acting as an Employment Agency in relation to this vacancy. We are an Equal Opportunities employer and welcome applications from all suitably qualified individuals regardless of background.