Installation & Service Engineer - Laboratory & Industrial Equipment

Job description

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.

Requirements

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).

Benefits

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