Field Technical Services Engineer – Healthcare Products - #2179551

Role: Field Technical Services Engineer - Healthcare Products

Location: Home-based, ideally Birmingham or South England, with UK-wide travel 

Working pattern: Full-time, 40 hours over five days, Monday to Friday 

Field travel: Typically 2–4 days per week, including occasional overnight stays 

Team: Operations – Customer Success 

Reporting to: Customer Success Manager 

Who we are

At Safehinge Primera, we have a clear purpose: Together, we design for good.

We design and deliver specialist products that help protect people through vulnerable times. Our products are used in challenging environments, including hospitals, mental-health facilities, schools and custodial settings, where safety, reliability and thoughtful design really matter.

We are a growing business with ambitious plans to increase our impact. We work hard, listen, learn and collaborate, and we do it together as one team.

The role

We are looking for a practical, customer-focused engineer to provide field and remote technical support across our mechanical, electronic and connected safety products.

You will undertake servicing, commissioning, onboarding, inspections and rectification work, while helping customers and service partners install, use and maintain our products effectively. You will also diagnose technical issues, deliver product training and feed learning back into our Product, Quality and Engineering teams.

You do not need to know every product from day one. What matters most is strong engineering judgement, disciplined fault-finding, customer credibility and the ability to learn.

The anticipated role mix is approximately:

• 60% field activity: servicing, commissioning, onboarding, rectification, onboarding and on-site troubleshooting
• 25% technical issue resolution: remote support, investigation, evidence capture and technical documentation
• 15% improvement: training development, reporting, customer feedback and internal support

What you’ll do

• Undertake servicing, commissioning, onboarding, technical inspections and rectification work at customer and partner sites.
• Diagnose mechanical, electrical, electronic and connectivity-related issues using a structured, evidence-led approach.
• Distinguish product faults from installation, configuration, maintenance, environmental and user-related causes through strong root cause analysis.
• Own remote support cases through to resolution or appropriate escalation.
• Deliver practical product training to customers, installers, service partners and colleagues.
• Produce accurate service reports, technical findings, troubleshooting guidance and recommended actions.
• Identify recurring issues and share evidence with the relevant Product, Quality and Engineering teams.
• Coordinate effectively with customers, NHS stakeholders, contractors, partners, suppliers and internal teams.

What you’ll bring

• Experience in field service, commissioning, installation, technical product support or a similar customer-facing engineering role.
• Strong mechanical aptitude, including an understanding of mechanisms, alignment, tolerances, fixings and moving assemblies.
• Electrical or electronic fault-finding skills and confidence using appropriate test equipment, such as a multimeter.
• The ability to interpret technical drawings, wiring diagrams and service instructions.
• A methodical approach to complex or intermittent faults, with conclusions based on evidence.
• Strong customer communication, technical reporting and organisational skills.
• Confidence working professionally and safely in live healthcare, secure or similarly controlled environments.
• A full UK driving licence and willingness to travel regularly, including overnight stays where required.

Experience involving doorsets, architectural ironmongery, access control, electronic locking, alarms, low-voltage systems, connected products or healthcare environments would be particularly useful, but is not essential.

What we'll offer

● Competitive salary

● Discretionary profit share

● Death in Service benefit

● Annual leave increases with length of service

● Buying & selling holiday scheme

● Enhanced company sick pay

● Enhanced parental pay

● Cycle to Work Scheme/Electric Vehicle Scheme

● Discount gift cards

● Peer recognition programme

This is a home and field-based role involving regular travel to customer and partner sites across the UK. Site work may take place in live healthcare and mental-health settings, where confidentiality, safeguarding, RAMS and local procedures must be followed.

We will provide a company car allowance, laptop, mobile phone and the tools and equipment needed for the role. Approved business travel and expenses will be reimbursed in line with company policy.

Please note that we’ve detailed the key responsibilities and output required from the role. As we’re a dynamic and fast-moving organisation, this is not a definitive summary and responsibilities may change and evolve over time.

At Safehinge Primera, we’re more about team than title. We welcome applications from all sections of the community and people from all backgrounds. We're committed to building an inclusive workplace that promotes and values differences, where everyone from any background can do their best work

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! 

Salary: Up to 44k DOE

Closing Date: 08/11/26