Lead Service Engineer (LSE)

Job Summary:

The Lead Service Engineer (LSE) is an experienced, high-performing Service Engineer who provides technical leadership and support to the UK Field Services Team. Working primarily within an assigned region, the LSE resolves escalated technical issues, develops team capability through training and coaching, leads service projects and deputises for the Regional Service Manager (RSM) when required. The role also supports the wider UK team and, occasionally, international partners.

Key responsibilities include:

• Provide technical support to the national field service team by telephone and through on-site service activity, including travel within the UK.
• Collaborate with the Regional Service Manager (RSM), Technical Support Engineer and peers to identify training and skills gaps, then develop and deliver appropriate training and coaching.
• Conduct Field Service Engineer audits and work with the RSM to develop corrective actions that maintain and improve service quality and effectiveness.
• Deliver structured training on customer sites and at DDC headquarters.
• Support service projects as required to ensure delivery to plan, including refurbishment projects and initiatives that improve or enhance service delivery.
• Triage out-of-hours calls and distribute them to the appropriate resource.
• Deputise for the Regional Service Manager in their absence when required.
• Work as part of the business support network to assist international partners and distributors, both remotely and in-country, including occasional international travel.
• When not undertaking LSE-specific responsibilities, work as a schedulable field resource carrying out the activities of a Field Service Engineer as required.
• Undertake other reasonable tasks as required to support team and business needs.
  

Experience:

• Strong, demonstrable knowledge of the DDC Dolphin product range and competitor products.

• A proven track record of providing technical support, preferably in a field-based role.

Skills and attributes:

Essential

• Strong interpersonal skills, a proven ability to work independently and use initiative.

• Excellent written and verbal communication skills.

• Proficient in Microsoft packages (Excel, PowerPoint).

• Ability to prioritise own workload, work to deadlines and deal with conflicting work pressures.

• Build trust with colleagues and lead by example.

• Patient and resilient.

Desirable

• HTM 2010 and HTM 2030 qualifications are desirable.

• Experience in the training of technical products would be an advantage.

Benefits:

• Company Van provided

• Door to door travel paid

• Overtime available

• On call allowance

• Company issued tools

• Uniform and full PPE

• Life Assurance paying 4 x employee base salary

• Drink and Meal allowance

• 25 days annual leave (rising after certain length of service milestones)

• Public/Bank holidays

• Health Cash Back Plan

• Private Medical Insurance

• Birthday/Christmas and long service voucher rewards

• Company Pension scheme

• Employee Assistance Program

• Employee Volunteering Day