The Field & Interface Engineer is a hands‑on field and systems role responsible for delivering preventive and corrective maintenance, resolving escalated issues from Service Engineers, and leading equipment installations and commissioning. The role also designs, supports, and maintains system interfaces and data integrations between internal and external applications to ensure reliable, secure data flow and an excellent customer experience.

Key responsibilities

• Perform preventive and corrective maintenance on assigned equipment and systems according to SOPs and maintenance plans, ensuring high uptime and compliance.
• Diagnose and resolve escalated technical issues from Service Engineers/Technicians, including interface and application‑related problems, using appropriate diagnostic tools, documentation, and parts.
• Lead equipment installations and commissioning, including site checks, physical setup, configuration, testing, and basic customer handover training.
• Design, implement, and maintain system interfaces and data integrations between internal and external applications in line with agreed standards and architectures.
• Monitor and support data integration and system performance using available tools, troubleshoot issues, and coordinate with internal IT and external vendors on interface‑related requirements, incidents, and enhancements.
• Perform system testing, validation, and participation in upgrades (including patches and performance optimisation) and ensure all changes are aligned with IT/security policies and properly documented.
• Maintain accurate and timely service and systems documentation, including service reports, checklists, configuration records, SOPs, and interface mappings.
• Provide clear, professional communication and technical guidance to customers and junior team members, while consistently adhering to safety, quality, and information security requirements.

Escalation & decision scope

• Receives escalations from Service Engineers/Technicians for both equipment and basic systems/interface issues and attempts resolution within defined technical and commercial limits.
• Escalates high‑impact, high‑complexity, security‑sensitive, or systemic issues to the Senior Service Engineer, Service Manager, or designated IT/systems owner with clear documentation and recommendations.
• Has authority to recommend and implement standard parts replacements, configuration changes, and minor interface/configuration updates within approved guidelines and change procedures.
• Provides input to customer communication in escalated cases; final decisions on complex commercial, contractual, or major IT/security matters rest with Senior Service Engineer, Service Manager, or IT leadership.

Requirements

Education & experience

• Diploma or Degree in IT, Computer Engineering, Computer Science or a related technical field; or equivalent work experience.
• Typically 3–5 years of hands‑on experience in field service, maintenance, installation, or technical support roles.
• Exposure to system integration, interfaces, or application support (e.g. APIs, message‑based integrations, or file‑based interfaces) is strongly preferred.
• Experience in healthcare or other regulated technical environments is an advantage.

Technical skills

• Solid understanding of electrical, mechanical and/or IT systems, with the ability to read technical manuals, diagrams, and schematics.
• Proficiency using standard service tools and diagnostic/test equipment.
• Strong skills in basic system configuration, connectivity checks, and software/firmware updates.
• Working knowledge of networks and connectivity (e.g. TCP/IP, VPN, certificates, firewalls) and how these impact system integrations.
• Ability to analyse logs, interface queues, or monitoring tools to diagnose system and integration issues.
• Good computer literacy for documentation, reporting, and use of internal systems and IT tools.

Competencies & attributes

• Strong attention to detail, with a quality, safety, and information security mindset.
• Good problem‑solving skills and the ability to work independently on‑site or remotely once trained.
• Clear and professional communication skills, both verbal and written, including the ability to explain technical issues in simple language to non‑technical users.
• Customer‑focused and respectful, able to manage expectations in challenging situations and during incidents.
• Team‑oriented, willing to guide and support Service Engineers/Technicians and collaborate closely with IT and vendor teams.
• Organised, able to prioritise work and manage multiple service and systems tasks concurrently.
• Willing and able to travel to customer sites and participate in on‑call or after‑hours support when required.