Senior Remote Support Engineer (Hybrid)

About the role

We are seeking a Senior Remote Support Engineer to lead a high‑performing team within an innovative engineering business. Based in Watford with a hybrid working model, you will combine hands‑on fault diagnosis with strategic improvement of our service processes.

Key responsibilities

• Lead, coach and develop a team of Remote Support Engineers.
• Act as the technical escalation point for complex mechanical and electrical faults.
• Diagnose and resolve issues remotely using advanced fault‑finding techniques.
• Provide real‑time technical guidance to field engineers during on‑site repairs.
• Coordinate field activities to maximise first‑time fix rates and engineer efficiency.
• Design and improve internal digital tools, forms, dashboards and AI‑enabled processes.
• Analyse service performance, identify trends and drive continuous‑improvement initiatives.
• Develop technical documentation and knowledge resources for the wider engineering team.

Required profile

• Proven experience in technical support, field service or engineering involving mechanical and electrical equipment.
• Demonstrated ability to lead, mentor or supervise engineers.
• Excellent troubleshooting and analytical skills.
• Strong communication skills for supporting customers and internal teams.
• Comfort with using digital tools and data‑driven improvement methods.

Required skills

• Strong knowledge of motors, conveyors, sensors, wiring, control boards and PLCs.
• Advanced fault‑finding and remote diagnosis techniques.
• Experience designing digital tools, dashboards and AI‑enabled workflows.

What we offer

• Competitive salary up to £65,000 per year.
• Excellent benefits package.
• Hybrid working arrangement (office in Watford and remote).
• Opportunity to lead a team and influence technical strategy.