Field Services Coordinator

Welcome to Ingenico

Payments happen everywhere. In shops, on busy streets, and across countless digital touchpoints. In many of these everyday moments, Ingenico quietly powers the way customers pay.

As a global leader in payment acceptance, we make transactions simple, secure, and seamless for millions of people worldwide.

With operations in more than 30 countries and over 4,000 experts, we have spent more than 45 years shaping the future of commerce. Guided by trust, innovation and care, we build technology that moves payments and fintech forward

The impact you’ll make

You’ll be a key contact for Ingenico Field Technicians that need Level 2 technical support and troubleshooting for POS devices and Retail Management Systems. You will also foster a positive, collaborative team culture that supports knowledge sharing, accountability, and continuous improvement.

What you’ll do

• Act as the escalation and complaint resolution point for complex customer, operational and stakeholder issues within SLAs
• Take end to end ownership of incidents, delivering timely resolution with clear, confident communication.
• Support merchants, Field Technicians and Contact Centre teams during high impact or sensitive situations.
• Identify trends in escalations and complaints, contributing to actions that improve service quality and reduce repeat issues.
• Maintain strong focus on customer experience, quality outcomes and achievement of individual and team KPIs.
• Collaborate closely with internal teams and Field Service Partners to deliver seamless service outcomes.
• Help and support Level 1 operators through mentoring, feedback and best practice sharing.
• Contribute to continuous improvement through knowledge updates, training support and quality initiatives.
  

What helps you succeed

• Proven experience in a service desk or technical support environment, preferably in a Level 2 or escalation role.
• Strong customer advocacy mindset, with confidence handling complex complaints and challenging conversations.
• Knowledge of POS integrations, including Linkly, with a technical understanding of Windows, networking and hardware desirable.
• Excellent communication skills and the ability to build trust with customers and stakeholders.
• Calm, proactive and solutions focused approach in fast paced, high volume environments.
• Strong problem solving and analytical skills, with the ability to diagnose root cause.
• Experience working with IT Service Management tools.
• A collaborative mindset and passion for sharing knowledge and developing others.
• Contribution to a  positive, team culture via our values of Trust, Innovation and Care.
  
  

Why you’ll love this role

• Permanent role, based in Preston with onsite parking. Close to Northland

• Shifts covering 8am to 6pm / 38 hours a week
• Monday – Friday
• No weekends
• No overtime
• Hybrid working (3 days in the office 2 from home)
• Corporate discounts & recognition
• Birthday leave.
• Paid primary caregiver parental leave (including fertility leave, adoption leave, foster carer/guardian leave, & grandparent leave)
• Public holiday swapping
• Flu vaccinations
• Office fruit box
• Social club
• Employee Assistance Program
• Salary continuance and life insurance
• Learning & development opportunities
  
  
  

Our Commitment to inclusion and belonging

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived. Ingenico welcomes and encourages applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. We want to adapt our processes and create a safe work environment that welcomes everyone. To learn more about what it's like working inside Ingenico, follow us on LinkedIn