Service Engineer

Overview

Responsible for installing, servicing, repairing, and optimising packaging machinery both on customer sites and in-house. The role ensures that all customer requirements are met consistently, safely, and to Hazel 4D’s high standards, while supporting the growth of our service offering and overall business. Also plays a key role in advising customers on film and machinery optimisation, ensuring they receive the benefits of Hazel 4D’s 4th.

Performance Objectives

• Complete all scheduled tasks including machine installations, repairs, servicing, and commissioning to a consistently high standard, on time and in full.
• Maintain excellent service levels and ensure no machine is left inoperable on a customer site unless absolutely necessary.
• Provide accurate and timely reporting, ensuring all work is properly logged.
• Support the sales and technical teams by identifying opportunities for film optimisation, consumables, service contracts, and machinery sales.

How you deliver the 4th Dimension

• Provide exceptional customer service by solving problems quickly, proactively, and with a positive
• Build long-term relationships with customers through clear communication, reliability, and a solution-focused approach.
• Share technical knowledge with colleagues and customers to build confidence and trust in Hazel 4D’s solutions.
• Take pride in representing Hazel 4D professionally, maintaining tidy vehicles, well-presented demo machines, and accurate records at all times.

Key Performance Indicators

• First-time fix rate on breakdowns
• Accurate logging of all service visits and customer data in company systems.
• Demonstrable customer satisfaction and loyalty (feedback, repeat business etc).

Responsibilities/Duties

• Deliver, install, repair, commission, and train operators on all machine placements (demo, rental, or sales).
• Provide technical support to sales colleagues, including customer demonstrations and film optimisation work.
• Maintain strong technical knowledge of machinery and consumables to confidently advise customers.
• Identify and report opportunities for machinery, film, and service contract sales.
• Ensure all work is logged accurately and promptly.
• Manage and comply with all health & safety requirements associated with the role.
• Carry out site audits for the film optimisation programme.
• Keep service vehicle clean, tidy, and properly stocked.

Skills & Experience

• Several years’ experience in installing, servicing, and repairing machinery, ideally within packaging or manufacturing environments.
• Strong electrical and mechanical diagnostic skills, with the ability to resolve issues quickly and effectively.
• Ability to create and maintain accurate service records, technical documentation, and specifications.
• Commercially minded with the ability to identify opportunities to increase revenue and customer value.
• Excellent verbal and written communication skills.
• Confident in delivering customer training and demonstrations

Qualifications

• Relevant engineering qualifications and equivalent experience.

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