Service Engineer - (UK & Ireland) - Wilmslow (Manchester)

Position Summary
Industrial Scientific is seeking a Service Engineer to be based at its Manchester service centre in Wilmslow (Manchester).
The position holder will be responsible for the hands-on delivery of service operations for customers across the United Kingdom and Ireland, and for providing English-language technical support to customers across Europe. The role is an individual contributor position focused on the operational execution of repair, fulfilment and technical support activities within the UK & Ireland service centre.

Key Responsibilities

1. Customer-Owned Repairs (CRO)-Execute end-to-end repair activities, including intake, assessment, quotation, repair, testing, and return logistics.
2. iNet Fulfilment Operations-Perform daily iNet alert monitoring, customer follow-up, and exchange management, including dispatch and refurbishment of instruments.
3. Customer Technical Support-Provide timely technical support across hardware and software to customers in the UK, Ireland, and Europe (English language).
4. Service Operations & Case Management-Manage service activities through Salesforce, including case logging, follow-up, backlog tracking, and escalation support.
5. Rental, Demo & Logistics Execution-Configure and dispatch Rental, Demo, and Trial equipment, and manage shipping in compliance with SOPs and IATA regulations.
6. Inventory & Service Centre Operations-Maintain inventory, spare parts, and pool stock readiness, and support continuous improvement and safe operation of the service centre.
7. Drive continuous improvement within the service centre and maintain a safe, organised working environment. Act as an escalation point for regional and global teams requiring technical or on-site support. Produce weekly and monthly operational reports (iNet, Rental, CRO).
    

Key Requirements

•    Strong technical knowledge of gas detection systems
•    Excellent troubleshooting and problem-solving skills
•    Customer-focused with strong communication skills
•    Experience with Salesforce and service operations tools
•    Knowledge of shipping compliance (IATA preferred)
•    Ability to manage multiple priorities in a fast-paced environment

Working Arrangements
Based at the Manchester service centre (Wilmslow), with occasional travel across the UK and Ireland for customer support, and periodic short-duration travel to European sites for meeting/training/field service or cross-site collaboration.