Senior Remote Support Engineer

Salary: £35,000 - 60,000 per year

Requirements

• We have proven experience in a technical support, service, or field engineering role, ideally involving mechatronic or mechanical/electrical equipment.
• We have a strong working knowledge of mechanical systems such as motors, conveyors, and sensors, as well as electrical systems including wiring, control boards, and PLCs.
• We have experience leading, mentoring, or supervising a team, or we are ready to step into a leadership role.
• We are confident and clear communicators, comfortable coordinating between office-based and field-based colleagues.
• We have strong problem-solving skills and can diagnose faults accurately without being on site.
• We are comfortable using, and ideally building or configuring, digital tools such as forms, apps, or dashboards, including Microsoft Power Platform or similar.
• We have a good working knowledge of Microsoft Office and Microsoft 365.
• We have working knowledge of networking fundamentals such as TCP/IP, firewalls, DNS, and DHCP sufficient to troubleshoot connectivity issues between machines and back-office systems.
• We are confident using low-code and no-code platforms such as Microsoft Power Apps, Power Automate, or Forms, and AI tools to build, adapt, or troubleshoot internal apps, forms, and dashboards.
• We have an interest in using technology to solve practical problems, and formal coding or software development experience is beneficial.
• Basic scripting experience, such as Power Automate expressions, VBA, or similar, is an advantage.
• A relevant IT or networking certification such as CompTIA Network+ is desirable.
• Experience within the reverse vending, recycling, packaging, or vending machine industry is desirable.
• A formal mechanical or electrical qualification such as NVQ, City & Guilds, or equivalent is desirable.
• Experience with CRM, ticketing, or field service management systems is desirable.
• A full UK driving licence is desirable for site and customer visits where required.

Responsibilities

• We lead, coach, and develop the Remote Support team, setting clear standards for response times, ticket quality, and customer communication.
• We own the team rota to ensure appropriate coverage across service hours.
• We act as the first point of escalation for team queries, workload issues, and performance concerns.
• We support onboarding and technical training of new Remote Support Engineers.
• We act as the second level of support for cases that cannot be resolved at first line.
• We apply our knowledge of mechanical and electrical systems to diagnose faults remotely.
• We carry out remote diagnostics, fault-finding, and where possible remote resolution or commissioning of machines.
• We maintain and continually improve a shared knowledge base of common faults, fixes, and diagnostic steps.
• We understand basic networking concepts sufficiently to diagnose connectivity issues with back-office systems.
• We work with routers, firewalls, and customer site IT teams to resolve port and access issues affecting machine connectivity.
• We use remote access tools to connect into machines or on-site hardware for diagnostics.
• We maintain a clear understanding of field engineer roles, skill sets, and geographic coverage to coordinate work effectively.
• We triage incoming issues to determine whether they can be resolved remotely or require a field visit, and we coordinate scheduling with the Lead Field Engineer and regional teams.
• We provide real-time remote technical guidance to field engineers while they are on site.
• We track and report on the status of field jobs, helping ensure engineer time and parts are used efficiently.
• We identify opportunities to improve support and field processes through digital tools, apps, forms, dashboards, and checklists.
• We design, build, and maintain internal tools used by the Remote Support and Field teams, working with IT or external developers where needed.
• We gather feedback from team users and refine tools accordingly to keep them fit for purpose.
• We produce regular reports on Remote Support performance, ticket volumes, resolution times, and first-time-fix rates for the Service Manager and senior management.
• We identify recurring machine faults or trends and feed insight back to the wider Service and Engineering teams.
• We contribute to the continuous improvement of support processes, documentation, and training materials.
• We comply with our Health & Safety policies at all times.
• We promote safe working practices when providing remote guidance to field engineers on site.

Technologies

• AI
• Backbone
• CRM
• Hardware
• Support
• Microsoft 365
• Microsoft Power Platform
• Network
• TCP/IP
• VBA
• Office 365
• VPN

More

We are RVM Systems, and this role leads our Remote Support team while acting as the technical backbone of our service function. You will combine team leadership with hands-on second-line technical expertise to diagnose and resolve complex mechanical and electrical faults on our Reverse Vending Machines remotely, while working closely with our field engineering teams to ensure issues are resolved quickly and efficiently. You will also play a key part in building and improving the internal tools, apps, and forms that our Remote Support and Field teams rely on every day. We value Sustainability First, Trust & Integrity, Responsibility & Ownership, Innovation Together, Value our People, and Excellence Always. This is an in-person role with a salary of £35,000 to £60,000 per year.

last updated 28 week of 2026