Job Title

Technical Support Engineer – UK OperationsLocation: United Kingdom (remote and on-site field work) + time to time you will be needed to attend meetings and training in St Albans, Hertfordshire, UKEmployment Type: Permanent, Full-timeIndustry: Retail and Logistics HardwareAbout 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 extensive portfolio features parcel lockers, self-service vending machines, self-checkout counters, shelving systems, refrigeration units, and more.Role Overview:We are seeking a Technical Support Engineer to join our client’s UK team. This is an exciting opportunity to provide both remote and on-site technical support for a diverse range of retail and logistics hardware systems across the UK. The successful candidate will play a critical role in ensuring customer satisfaction by managing service tickets, overseeing product warranty cases, preparing reports, and maintaining up-to-date records. You will collaborate closely with the UK Service Manager, coordinate with contractors, deliver training, and help optimise service delivery processes.Key ResponsibilitiesSupport the UK Service Manager with scheduling, service flows, and process improvementsConduct on-site visits for field interventions when remote resolution isn’t possibleIdentify recurring issues and suggest improvements as part of ongoing service enhancementAdhere to health and safety procedures during all on-site activitiesDevelop deep product expertise and act as the go-to technical authorityMonitor and resolve customer support tickets promptly, escalating issues when neededManage warranty cases, including fault verification, reporting, and coordination with clients and suppliersMaintain accurate service records and internal system data for all activitiesProduce reports on warranty cases, service trends, and resolution timesCoordinate with contractors, raise and track calls, and ensure compliance with service standardsDeliver training and guidance to customers and contractorsYour Profile:Minimum 4 years’ experience in technical support, field service, or engineering rolesProven background in warranty management, spare parts tracking, and service reportingExperience working with parcel locker systems, vending machines or similar is an advantageProficient with ticketing/case management platforms and MS Office suite (Excel, Word, Outlook, Teams)Valid UK driving licence (required for on-site support)Strong troubleshooting and hands-on repair skills, with mechanical and electrical expertiseExcellent organisational, analytical, and time management capabilitiesClear communicator with effective interpersonal skills; able to deliver trainingCustomer-focused, professional, and dedicated to service excellenceProactive and solutions-oriented; adaptable to travel and remote workingReliable team player with a commitment to quality service deliveryPlease 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 not only be valued but will play a pivotal role in shaping the future of their service delivery. You will have the chance to make a real difference, driving strategic initiatives and championing continuous improvement, all while taking your career to the next level in a supportive and collaborative environment.Company vehicleCompany laptop and mobile phoneRemote/Hybrid working – likely to be required in the office two times per month (St Albans)25 working days annual leave + bank holidaysBusiness travel and expensesThe process:Comprehensive application review and interview with one of Strategy RS team1st stage video interview with hiring team2nd stage interview with leadership teamStrategy 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.