Installation & Service Engineer - Laboratory & Industrial Equipment
Full-Time
No salary listed
Mid
Royston, UK
HybridHybrid role mainly based in Royston, with customer-site work, UK travel, and frequent global travel.
Field ServiceEquipment Field Service
About the job
Requirements
Ability to install, commission, service, repair, and upgrade laboratory and industrial systems.
Ability to diagnose customer issues and provide practical technical support through the Zoho support-ticket workflow.
Ability to follow safe work practices and customer-site health and safety requirements, including UK decontamination processes.
Ability to follow production build and test methods and quality standards.
Ability to coordinate larger or complex installations with a second installer.
Ability to triage support tickets, coordinate repairs, plan installations, and liaise with customers and second installers.
Ability to schedule and support customer demonstrations and participate in meetings for new product opportunities.
Willingness and ability to travel frequently within the UK and globally to customer sites.
Responsibilities
Deliver onsite installations and remote or online commissioning support for UK and global customers.
Own product pre-installation readiness and sign-off with customers and production.
Partner with Product Management, Engineering, and Production to resolve issues and submit engineering change requests for product improvements.
Carry out onsite servicing and repairs of UK products, restoring performance safely and quickly.
Provide remote or online guidance for installations and service when an onsite visit is unnecessary.
Provide technical assistance for incoming customer support tickets through Zoho.
Keep support activity moving by triaging tickets, coordinating repairs, and keeping customers informed.
Plan and prioritize installations, using a pool of second installers for larger jobs.
Schedule and support customer demonstrations with Sales and Product Management.
Join customer meetings for new product opportunities, helping define expectations and pre-installation requirements.
Build and maintain product knowledge and share field learnings to improve support and documentation.
Align support activity with AGI Group objectives and product roadmaps.
Collaborate globally to share support knowledge, integrate product support, and drive best practices.
Contribute to planning and managing the UK Support budget, including travel, spares, and service activity.
About AGI
Founded in Japan, AGI Group is a global engineering and technology company serving high-value chemical, pharmaceutical, energy and advanced materials industries. With a strong heritage in precision engineering and long-term customer partnerships, AGI-UK, based in Royston, has evolved from its manufacturing roots into a global solutions provider, supporting customers across the full product lifecycle — from laboratory innovation through to pilot and production scale.
Role Overview
As our UK Service Engineer, you’ll be the hands-on expert that our customers rely on —by installing systems, diagnosing issues, and delivering high-quality repairs and upgrades (warranty and non-warranty). You’ll also use the Zoho support ticket workflow, helping ensure customers get fast, practical answers and a great service experience.
The role reports to the AGI UK Head of Engineering.
Hybrid role mainly based from Royston and to/from the customer site.
Onsite installations, service and repairs (UK customers) – 40% (approximate)
Deliver onsite installations and support remote/online commissioning as needed, including frequent global travel and within the UK. Often as a 2-person team.
Own product pre-install readiness and sign-off with both the customer and production.
Follow safe work practices and apply to all customer site health & safety requirements.
Partner with AGI Product Management, Engineering and Production to help resolve issues quickly. Capture resolution and /or enter engineering change request for product improvements.
Follow current production build/test methods and quality standards to ensure every installation meets expectations.
Take the lead on larger or more complex installs, coordinating with a second installer where needed.
Onsite service & repairs (AGI) – 40% (approximate)
Carry out onsite servicing and repairs of UK products, restoring performance quickly and safely.
Comply with UK health & safety requirements (including decontamination processes).
Collaborate with Product Management, Engineering and Production teams.
Alignment to current production build/test methods and quality standards.
Provide remote/online guidance for installations and service where an onsite visit isn’t required.
Customer technical support & enquiries – 20% (approximate)
Provide technical assistance for incoming customer support tickets (Zoho).
Keep support moving—triaging tickets, coordinating repairs, and keeping customers informed.
Plan and prioritise installations, liaising with a trusted pool of second installers for larger jobs.
Schedule and support customer demos, working closely with Sales and Product Management.
Join customer meetings for new product opportunities—helping set expectations and define pre-install requirements.
Build and maintain a strong product knowledge base—sharing what you learn from the field to improve support and documentation.
Align with wider AGI Group objectives and product roadmaps.
General Responsibilities
Collaborate globally to share support knowledge, product support integration, and drive best practices.
Contribute to planning and managing the UK Support budget (e.g., travel, spares, and service activity).
What you will enjoy
The opportunity to build and reshape our support function
The opportunity to travel to customers locations to install AGI-UK systems
Having influence on product design and build methods.
Having a level of working flexibility
Being part of a larger engineering, support team.
Ongoing learning and professional growth opportunities.
Our employees received the following benefits:
25-day holidays per years (not including bank holidays)