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Support Engineer
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About the Author: Bianca Frossell
Location: Milton Keynes (Office-based)
Hours: Full-time, 37.5 hours per week (Mon–Fri, between 08:30–17:30)
Department: Service
Reporting to: Customer Support Centre Manager
About the role:
We are seeking a highly capable Remote Support Engineer to join our clients Customer Support Centre. This newly created position is key to delivering expert remote technical support for a range of diagnostic analysers.
You will use secure remote-access tools, log analysis and direct communication with laboratory staff to troubleshoot and resolve technical issues. Your expertise will help maximise instrument uptime, reduce the need for on-site visits and ensure laboratories can maintain fast, accurate diagnostic services for patients.
This role is ideal for an engineer who enjoys problem-solving, communicating clearly and working in a fast-paced setting where reliability directly impacts patient care.
Your Responsibilities:
- Provide first-line remote support for diagnostic instruments.
- Diagnose and resolve issues using tools such as RDP, VNC and augmented reality guidance.
- Guide and train users on correct usage, maintenance and safety procedures.
- Support customers via phone, video and remote-assistance sessions.
- Escalate unresolved cases to field service or technical specialists.
- Identify required parts for field visits when needed.
- Record all actions and troubleshooting steps within MS Dynamics.
Service Quality & Repair Efficiency
- Use instrument data proactively to prevent downtime.
- Consolidate calls to ensure efficient service delivery.
- Work to KPIs including First Time Phone Fix, First Visit Fix, response times and customer satisfaction.
- Provide effective support within agreed SLAs.
Customer & Team Communication
- Build strong relationships and act as a trusted technical partner.
- Keep users fully informed of case status and follow-up actions.
- Highlight recurring issues, potential upgrades or sales opportunities.
- Provide reports on service performance and technical trends.
- Escalate serious service risks immediately.
Administration & Compliance
- Log all service calls, updates and parts usage accurately.
- Maintain detailed device service histories.
- Create and update troubleshooting guides and knowledge articles.
- Ensure regulatory compliance (IVDR, ISO27001, ISO9001, Cyber Essentials).
- Stay up to date with cyber-security best practice and mandatory company training.
Key Skills & Qualifications:
- City & Guilds / BTEC Level 3 (or equivalent) in Electronics, Biomedical, Mechanical/Electrical Engineering or similar.
- Minimum 2 years’ experience in technical support or field service.
- Strong electromechanical and IT troubleshooting skills.
- Experience working to KPIs.
- Ability to explain complex technical concepts clearly.
- Excellent problem-solving and multitasking abilities.
- Ability to read technical diagrams and interpret analytical data.
- Commitment to outstanding customer service.
Desirable Qualifications & Experience
- HNC/HND or equivalent in a related engineering discipline.
- Previous experience in remote technical support.
- Experience with laboratory analysers or workflows.
- Familiarity with augmented-reality support tools.
- Experience delivering customer technical training.
- Knowledge of Microsoft Dynamics or similar CRM/ERP systems.
- Interest in emerging technologies and continuous learning.
Benefits:
Holiday Entitlement 28 days plus (8 days bank holiday), Bonus, Pension, Health Care Insurance (BUPA), Cash Plan (Simplyhealth), Income Protection Insurance, Educational Grant Scheme, Employee Assistance Program, Life Insurance 6 times the annual salary, Perkbox, Gym membership.
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