Description
Industrial Vision & Metrology Systems Ltd brings together two pioneering companies, Industrial Vision Systems (IVS) and The Sempre Group (Sempre), into one powerful Smart Manufacturing company. Together, we are redefining how the world’s leading manufacturers design, measure, inspect, and optimise their production processes.
Department: IVMS Service
Location: Barnwood, Gloucester
The Role
The role of Support Engineer is a highly technical position that requires strong customer service skills, patience, attention to detail and superior problem‑solving skills. It involves building a strong rapport with customers, agents and colleagues, ensuring high‑quality customer support for the Metrology Direct product range, and demonstrating initiative in planning day‑to‑day workload.
Key Responsibilities
- Provide on‑site Service, Calibration, installation and commissioning of equipment
- Perform hands‑on on‑site troubleshooting, service and repairs
- Perform in‑house calibrations and repairs when necessary
- Provide high level support to external customers at their location
- Provide on‑site training to customers
- Interface with cross‑functional work teams such as applications, customer support/services/sales and marketing
- Develop and create service documentation when needed
- Maintain service information within the Metrology Direct CRM
- Timely and professionally handle field service calls and issues arising from field service visits
- Timely complete and submit all required maintenance reports and calibration certificates
Accountability
- Be a supportive and approachable member of the customer service team promoting openness and honesty
- Operate within the overall policy of the organisation and keep within the written rules set out in the company handbook
- Respond to broad guidelines set down by the Service Team Leader
- Collective responsibility for Customer Service under the direction of the Service Team Leader
Required Skills, Knowledge and Expertise
- HNC/HND or higher in Mechanical Engineering or similar
- Working knowledge and ability to test and troubleshoot electrical circuits
- Experience in the service and calibration of measuring equipment (CMMs, Shadow graphs, height gauges and vision systems)
- Highly motivated to deliver the best possible service to customers
- Set high personal standards for self, assuming responsibility and accountability for successfully completing assignments or tasks
- Strong verbal and written communication skills to report at management level
- Can manage several tasks simultaneously, works well under pressure and handles stress appropriately
- Working knowledge of MS Office products
- Knowledge of PC architecture, hardware and software
- Can demonstrate ability to work flexible hours and adapt to changing work schedules, including spending considerable time away from home
- Full valid passport with no travel restrictions
- Full valid UK driving license
Benefits
- Company Pension
- 25 days Annual Leave + Bank Holidays
- Life Cover
- Private Medical with Optical and Dental Insurance
- Cycle to work scheme
- Free On‑site Parking
Why Join Us?
You’ll be joining a dynamic, high‑growth organisation with innovation at its core. Based across our sites at the Harwell Science and Innovation Campus near Oxford and Barnwood in Gloucester, you will be in the heart of a thriving technology hub where collaboration, creativity and breakthroughs happen every day.
Whether your passion lies in machine vision, automation, measurement, advanced manufacturing or artificial intelligence, here you’ll find the opportunity to shape the factories of the future.
Be part of a team where your ideas can transform industries. Together, we’re not just keeping pace with technological change—we’re driving it.
Join us and build a smarter, more innovative tomorrow.
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