Field Customer Success Specialist, Vending Technology

ABOUT THE JOB

When a customer’s own technicians have tried everything and the machine still won’t behave, you’re the one they call.

Our client makes vending machines and the payment systems that go in them, with manufacturing in the UK. Once a machine is sold, the operator who bought it runs it and maintains it with their own service team. Those teams are good. So by the time a problem reaches you, the manual has been followed and the obvious fixes have failed. What’s left is the interesting part: a component that has drifted out of tolerance, a software change with a side effect, a third-party payment device that isn’t talking to the machine the way it should.

Your job is to find the real cause, not only to get the machine running again. Often you’ll solve it remotely, which is how the customer would like it: a machine that’s down is losing them revenue, and on some sites they’re on the clock with their own customers. Sometimes you’ll be on site with them. Either way, you own the problem from the first call to the fix. You tell the customer honestly where things stand, you bring what you’ve found back into the business, and you work with quality, supply chain, and engineering until there’s a solution that holds up in the field.

Then you make sure nobody has to solve it twice. What you learn becomes a troubleshooting guide, a training session, a short video, or a better workflow in Salesforce, so the next customer gets to the answer faster. The team is working out how AI can help with that, and you’d have a real hand in it.

It’s a field-based role with real independence. You’ll be part of a team that supports customers across Europe, working alongside sales, engineering, and customer service. You’ll also train customers’ technicians, support new product launches, and feed what you hear in the field back to the people who design the machines.

THE MANDATE

Our client is clear about who will thrive in this role, and who won’t.

They’re not looking for a repair technician who works through the manual and stops there. The customer has already done that. They’re not looking for a salesperson either, or for someone who needs to be pointed in a direction before they’ll move.

They’re seeking someone who can troubleshoot electromechanical equipment and the software that runs it, keep going until they reach the root cause, and stay pragmatic about when a fix is good enough to take back to the field. The right person is steady with a customer who’s under pressure and wants an answer now, confident enough to tell them what the best solution really is, and independent enough to set their own direction and sense-check it.

KEY RESPONSIBILITIES

• Give customers technical support, remotely and on site, and be the escalation point when their own teams can’t resolve an issue
• Troubleshoot and resolve configuration, installation, and operating problems, including equipment that isn’t right out of the box
• Lead root cause investigations with engineering, quality, operations, and product teams, and see recurring issues through to a lasting fix
• Manage your cases in Salesforce: track progress, keep accurate records, and spot the patterns in what keeps coming up
• Deliver certified training and onboarding for customers and their technicians, so they can operate, maintain, and troubleshoot the machines themselves
• Support new product introductions, evaluations, and customer pilots, from installation planning and commissioning to rollout and early-life support, coordinating customer readiness with the teams involved
• Write and keep current the user guides, service bulletins, technical procedures, troubleshooting documents, and customer instructions
• Produce training videos and digital learning content that help customers help themselves
• Gather customer feedback, pick out the concerns that keep recurring, whether about the product, its quality, how usable it is, or the service, and report them in a structured way to the teams who can act on them
• Look for better ways to deliver support, including where AI and better tools can help
• Help retain and grow the key customer accounts in your territory

IDEAL PROFILE

Essential:

• A background in technical support, field service, customer success, or a customer-facing engineering role
• Strong diagnostic and troubleshooting skills across electromechanical equipment and software
• Experience delivering training and presentations to customers
• Able to explain technical ideas to technical and non-technical people alike
• Excellent customer relationship skills, including with customers who are under pressure
• Clear written communication and good documentation habits
• Comfortable working independently and managing your own priorities
• A full driving licence valid in the UK. The role involves regular driving to customer sites across the UK and Ireland in a company vehicle.

Desirable:

• Experience in payment, kiosk, vending, coffee, beverage, or other electromechanical technology
• Strong working knowledge of Salesforce
• Experience making instructional or digital training content, including video
• An interest in using AI to improve troubleshooting, documentation, and customer support
• French or German. Spanish is also useful.

There’s more than one route into this role: a technical degree or equivalent followed by time in industry, or experience built in the field. No specific certification is required. Full training is provided on the machines and on health and safety.

LOCATION & WORK MODEL

• Field-based in the UK, working from home between customer visits
• Regular travel across the UK and Ireland. A call can come from Glasgow as easily as from London.
• Ideally you live along the M4 corridor west of London or within reach of Manchester, about two hours from one of the company’s UK sites, which you’ll use for customer training
• Permanent, full-time
• Start as soon as possible. Notice periods are understood.
• Applicants must have the right to work in the UK. Proof will be required before employment starts.

COMPENSATION

• Salary: £40,000 to £45,000 a year, depending on experience
• Company vehicle provided
• UK statutory benefits

HOW WE USE YOUR INFORMATION

If you apply, Signal & Strand will use the information you give us, such as your CV, contact details, work history, and salary expectations, together with notes from our conversations, to assess your fit for this role and to contact you about it and other opportunities that may suit you.

We share your profile with a client only during an active search and only with your authorisation. Contracted service providers help us run our recruiting systems. We do not sell candidate data, and we do not make decisions about candidates by automated processing alone.

Signal & Strand is based in the United States, so your information may be processed there or in other countries, with appropriate safeguards where the law requires them. We keep it for as long as our recruiting relationship with you lasts and as legal requirements demand, unless you ask us to delete it.

You can ask to see, correct, or delete your information, restrict or object to how we use it, receive a copy of it, or withdraw consent you’ve given, by emailing info@signalandstrand.com. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk. Our full Candidate Privacy Notice is at signalandstrand.com/privacy-policy.