Field Service Specialist - Laboratory & Industrial Equipment

About AGI

Founded in Japan, AGI Group is a global engineering and technology company serving high-value chemical, pharmaceutical, energy and advanced materials industries. With a strong heritage in precision engineering and long-term customer partnerships, AGI-UK, based in Royston, has evolved from its manufacturing roots into a global solutions provider, supporting customers across the full product lifecycle — from laboratory innovation through to pilot and production scale.

Role Overview

As our UK Service Engineer, you’ll be the hands-on expert that our customers rely on —by installing systems, diagnosing issues, and delivering high-quality repairs and upgrades (warranty and non-warranty). You’ll also use the Zoho support ticket workflow, helping ensure customers get fast, practical answers and a great service experience.

The role reports to the AGI UK Head of Engineering.

Hybrid role mainly based from Royston and to/from the customer site.

Onsite installations, service and repairs (UK customers) – 40% (approximate)

• Deliver onsite installations and support remote/online commissioning as needed, including frequent global travel and within the UK. Often as a 2-person team.
• Own product pre-install readiness and sign-off with both the customer and production.
• Follow safe work practices and apply to all customer site health & safety requirements.
• Partner with AGI Product Management, Engineering and Production to help resolve issues quickly. Capture resolution and /or enter engineering change request for product improvements.
• Follow current production build/test methods and quality standards to ensure every installation meets expectations.
• Take the lead on larger or more complex installs, coordinating with a second installer where needed.

Onsite service & repairs (AGI) – 40% (approximate)

• Carry out onsite servicing and repairs of UK products, restoring performance quickly and safely.
• Comply with UK health & safety requirements (including decontamination processes).
• Collaborate with Product Management, Engineering and Production teams.
• Alignment to current production build/test methods and quality standards.
• Provide remote/online guidance for installations and service where an onsite visit isn’t required.

Customer technical support & enquiries – 20% (approximate)

• Provide technical assistance for incoming customer support tickets (Zoho).
• Keep support moving—triaging tickets, coordinating repairs, and keeping customers informed.
• Plan and prioritise installations, liaising with a trusted pool of second installers for larger jobs.
• Schedule and support customer demos, working closely with Sales and Product Management.
• Join customer meetings for new product opportunities—helping set expectations and define pre-install requirements.
• Build and maintain a strong product knowledge base—sharing what you learn from the field to improve support and documentation.
• Align with wider AGI Group objectives and product roadmaps.

General Responsibilities

• Collaborate globally to share support knowledge, product support integration, and drive best practices.
• Contribute to planning and managing the UK Support budget (e.g., travel, spares, and service activity).

What you will enjoy

• The opportunity to build and reshape our support function
• The opportunity to travel to customers locations to install AGI-UK systems
• Having influence on product design and build methods.
• Having a level of working flexibility
• Being part of a larger engineering, support team.
• Ongoing learning and professional growth opportunities.

Our employees received the following benefits:

• 25-day holidays per years (not including bank holidays)
• Flexible hybrid working
• Pension scheme
• Private health care
• Death in service benefit