Job Description

Role Purpose

Location- London based with requirements to be in Heathrow

Level - Experienced Professional

Department - Product R&D

Working Pattern - Field based, 37.5 hours per week

Benefits - Benefits at Ideagen

We are seeking a Field Services Engineer to join our EMEA Field Services team. This role provides hands‑on technical support across hardware, electrical, and mechanical systems, with a primary focus on customer sites in the UK, particularly the London area. Occasional support across the wider EMEA region will be required.

The Field Services Engineer is responsible for the installation, maintenance, troubleshooting, calibration, repair, and decommissioning of equipment. The role plays an important part in ensuring service quality, meeting service level agreements (SLAs), and supporting positive customer outcomes. You will also act as an escalation point for complex technical issues and work closely with internal teams across Hardware, Logistics, Project Management, and Customer Success.

Responsibilities

• Deliver on‑site field service support, including fault diagnosis, repairs, component replacement, calibration, system commissioning, and decommissioning
• Manage UK Field Services activities, with emphasis on the London region, including coordination of day‑to‑day field operations and support of service escalations
• Plan, manage, and deliver Preventative Maintenance activities, ensuring compliance, timely completion, and accurate reporting
• Manage incident and problem tickets to ensure resolution within agreed SLAs
• Communicate clearly and professionally with customers in on‑site and business‑to‑business environments
• Maintain accurate documentation within call management and inventory systems
• Coordinate with logistics to track hardware usage, maintenance history, and availability
• Support training and onboarding of field resources and subcontractors
• Promote safe working practices and compliance with local health and safety requirements
• Contribute to continuous improvement and identify emerging technologies impacting service delivery.

Skills and Experience

• Bachelor’s degree in Electronics Engineering, Electrical Engineering, or equivalent practical technical experience.
• Experience in a field service, hardware, instrumentation, or industrial support role
• Proven experience working with electrical and mechanical systems.
• Strong troubleshooting and problem‑solving skills
• Ability to work independently, manage multiple priorities, and meet deadlines.

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs. We’re building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen! What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com. All matters will be treated with strict confidence.

At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible arrangements. If this is something you are interested in, please let us know during the application process. Enhance your career and make the world a safer place!

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