Product Service and Installation Engineer

Programme overview

A Product Service and Installation Engineer installs and services a range of domestic and/or commercial equipment, from washing machines in the kitchen, laundrette or restaurant to television and audio equipment in the living room.

The influence of computers in controlling appliances in the home or workplace have brought the installation and service requirements of these products together. Technology is developing at a rapid rate and the range of products requiring the engineers’ skills will expand, requiring you to regularly maintain and update your knowledge and skills to meet these future needs.

Many products will be integrated into the ‘smart home’ of the future and talk to each other through the “Internet of Things”, giving you a secure and profitable future.

Key learning outcomes


  • Health & safety regulations and practices relevant to the role.
  • Testing to EU/BS Product Standards
  • PAT (Portable Appliance Testing)
  • Customer care techniques including any particular company policies
  • Environmental legislation, i.e. WEEE (Waste Electrical and Electronic Equipment directive)
  • Health and safety regulations and practices including waste carriage regulations and Electrostatic Discharge (ESD)
  • Electrical services, utility services, signal requirements and network connections
  • Manufacturer’s installation requirements
  • The operating principles and products’ operating sequence and the function of software.
  • Manufacturer’s service manuals as appropriate
  • The importance of van stock maintenance
  • The principles by which the product operates to help diagnose the faulty area and component or software


  • Health and safety: Observe regulations and carry out safety tests, hazard avoidance, PAT, EU/BS
  • Customer care procedures and techniques: communication modes, dispute resolution
  • Environmental legislation: Research and apply legislation, advise customers on energy savings and practices
  • Transporting and protecting: Correct lifting equipment, safe stowing, fit/remove safety bolts
  • Installing, testing and handing over: Agreeing site installation, safety tests, network connections, product demonstration, paperwork completion 
  • Diagnosing faults and repairing: Apply diagnostic tools, locate faults, replace components, communicate technical findings, adhere to ESD (Electrostatic Discharge) principles
  • Servicing: Apply appropriate principles to understanding the nature and reason for faults
  • Connectivity: Apply principles behind product connectivity, complete network and router set up, performance and speed and troubleshooting


  • Giving a good impression of the employer and yourself
  • Having a friendly greeting and manner
  • Showing respect for customers’ property and possessions
  • Having concern for the safety of colleagues and customers
  • Continuing ‘personal professional development’ in an industry that is changing rapidly
  • Developing a trusting relationship with customers and colleagues

Qualifications and certification

You will receive a Level 3 (Advanced Level) Apprenticeship Certificate which is awarded by the Institute for Apprenticeships and Technical Education.