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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Services Engineer - **Company:** Safehinge Primera - **Location:** Birmingham, UK (Remote available) - **Contract:** Permanent contract - **Skills:** Spreadsheets, Document Management Systems, Issue Tracking Systems, Reliability Availability Maintainability and Safety Software, Odoo - **Published:** September 9, 2026 - **Apply:** https://www.collegerecruiter.com/job/2858098634-technical-services-engineer ## About the Role * High technical knowledge and a strong understanding of root cause analysis * Excellent communication skills, with a proactive mindset, strong organisational skills, and the ability to work independently and as part of a team * Excellent IT skills, particularly in Odoo CRM, including Contacts, CRM and Helpdesk applications * Experience delivering training to customers and internal stakeholders is preferred however it is not essential * Willingness and ability to travel regularly throughout the UK to support customers, partners and project delivery activities * Confident working safely in live healthcare and mental health environments, including controlled or higher-risk sites, inductions, RAMS, safeguarding requirements and NHS procedures is preferred however it is not essential * Strong attention to detail, including accurate service reporting, record keeping and document control ## Description To provide expert field and remote technical support that enables customers, partners and internal teams to install, service, troubleshoot and maintain Safehinge Primera products safely, effectively and in line with customer and business requirements., This is a key position that sits within the Customer Success team (Operations) primarily focusing on proactive activities listed in the responsibilities section below, whilst also supporting existing customers technical queries through the Support ticket stream. We are looking for a high-impact individual capable and comfortable working in a fast-growing SME where a culture of collaboration and teamwork is more important than the title.You will work in partnership with the customer and associated stakeholders as well as the wider business and suppliers to successfully create a deliverable solution. What you'll do As the Technical Services Engineer, you will provide product technical support across the Global portfolio helping to deliver a high level of customer satisfaction to our existing customers. This role sits within the Customer Success/Operations team, reporting to the Customer Success Manager. It is expected to be approximately 60% field-based customer and partner support, 25% technical issue resolution and documentation, and 15% internal improvement, reporting, team support and Voice of the Customer activity. The role will coordinate with stakeholders across the business to deliver on-site training, servicing, rectification works, technical documentation, advice, problem-solving and fulfilment of product orders. Your main responsibilities will be: * Provide on-site servicing, customer onboarding and rectification works * Training - for staff, install and servicing teams * Setting up Customers and Partners for success * Support existing customer's issue resolution via Support@ ticket stream * Support the Customer Success team with technical enquiries * Support the Technical Services Manager in delivery of team objectives * Ensuring 3 rd party installers/service teams have an excellent knowledge of our products * Capture VOC feedback and populate NPS tracker spreadsheet * Production of Technical documentation, * This is a full-time, hybrid (field/home), primarily field-based role with regular travel to customer and partner sites across the UK * The role is expected to involve frequent site visits, typically 2-4 days per week depending on business and customer requirements * Regular attendance will be required at NHS sites, contractor locations, partner offices and internal company meetings * Overnight stays may be required where site location, customer requirements or business needs make this necessary * A company car allowance will be provided * Company laptop, mobile phone and all role-specific tools/equipment required to undertake the role will be provided * Business travel and approved expenses will be reimbursed in line with company policy ## Related Videos - [Recruitment Reinvented: Bold strategies and the $10K signing incentive](https://www.wearedevelopers.com/videos/1068-recruitment-reinvented-bold-strategies-and-the-10k-signing-incentive) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Launching a marketplace on-time: A lesson in taking shortcuts using spreadsheets!](https://www.wearedevelopers.com/videos/477-launching-a-marketplace-on-time-a-lesson-in-taking-shortcuts-using-spreadsheets) - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Frontend Developer Salary in The UK](https://www.wearedevelopers.com/magazine/233-frontend-developer-salary-in-the-uk) - [Software Engineer Salary in The UK](https://www.wearedevelopers.com/magazine/231-software-engineer-salary-in-the-uk) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk)