Installation & Service Engineer - Laboratory & Industrial Equipment
Asahi Glassplant · Royston
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
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