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- Tasks: Provide remote technical support for advanced medical instruments and troubleshoot issues effectively.
- Company: Join a leading healthcare technology company dedicated to improving patient care.
- Benefits: Flexible remote work, competitive salary, and opportunities for professional growth.
- Why this job: Make a real difference in healthcare by solving critical technical issues.
- Qualifications: Strong problem-solving skills and experience in technical support or engineering.
- Other info: Fast-paced environment with a focus on teamwork and customer satisfaction.
The predicted salary is between 36000 - 60000 £ per year.
The newly created Remote Support Engineer plays a critical role in delivering advanced technical support for haematology, haemostasis, urinalysis and point-of-care analysers used across NHS and private laboratories. Working within the Customer Support Centre, you will troubleshoot, diagnose and resolve instrument issues using secure remote-access tools, log analysis, augmented-reality guidance, and direct communication with laboratory staff. This role focuses on resolving issues quickly, improving instrument uptime, and minimising the need for on-site visits. You will work closely with customers and field engineers to ensure accurate case handling and high-quality technical support. The position is well-suited to an engineer who enjoys problem-solving, communicating clearly, and working in a fast-paced environment where reliability directly impacts patient care.
Key Tasks
- Delivery of first-line remote technical support for all our instruments.
- Use remote connectivity tools (RDP, VNC, Augmented Reality) to investigate, diagnose and resolve issues independently.
- Guide and train users on correct usage, basic maintenance and safety procedures.
- Guide users through troubleshooting steps via phone/video calls and remote assistance tools.
- Operate within the scope of the specific instrument user manual and always ensure customer safety.
- Escalate unresolved cases to field service engineers or technical and product specialists.
- Identify parts required for onsite visits by Field Service Engineers should a visit be required.
- Record all troubleshooting advice in MS Dynamics service software to ensure a full audit trail.
- Collaborate with engineering teams to report recurring issues and suggest improvements.
Provision of Effective Repair Service
- Use available instrument data to provide proactive issue resolution, preventing downtime.
- Consolidate calls to provide a more efficient cost-effective service.
- To achieve company key performance metrics for First Time Phone Fix Rate.
- To achieve company key performance metrics for First Visit Fix Rate.
- To achieve company key performance metrics for response times.
- To achieve company key performance metrics for Customer Satisfaction scores.
- Build relationships with users, ultimately becoming their trusted partner.
- Ensure users are continually kept informed of any changes to service delivery; specifically issue status, outcomes and follow-up actions.
- Support user needs by communicating repeated issues or sales opportunities to commercial account managers.
- Provide regular reports on service performance, trends in equipment faults, and suggestions for preventive maintenance or system improvements.
- Highlight any potential significant service penalties to management without delay.
Administration
- Logging all service calls and updates within the Microsoft Dynamics CRM/ERP systems.
- Prioritising calls based upon urgency, clinical impact and SLAs.
- Maintaining up-to-date service histories for each device.
- Closing calls with clear documentation.
Remote Support Engineer in Milton Keynes employer: Industrious Recruitment
Contact Detail:
Industrious Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Remote Support Engineer in Milton Keynes
✨Tip Number 1
Get your tech skills sharp! Brush up on remote support tools like RDP and VNC. The more confident you are with these, the better you'll perform in interviews.
✨Tip Number 2
Practice your problem-solving skills! Think of common issues that might arise with lab instruments and how you'd tackle them. This will show potential employers that you're ready to jump in and help.
✨Tip Number 3
Don’t underestimate the power of communication! Be prepared to demonstrate how you’d guide users through troubleshooting steps. Clear communication is key in this role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Remote Support Engineer in Milton Keynes
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Remote Support Engineer role. Highlight your technical skills and experience with remote support tools, as well as any relevant problem-solving examples that show how you can deliver top-notch support.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're the perfect fit for this role. Share your passion for technical support and how your communication skills can help build relationships with users. Don't forget to mention your ability to work in a fast-paced environment!
Showcase Your Problem-Solving Skills: In your application, give us specific examples of how you've tackled technical issues in the past. We want to see your thought process and how you approach troubleshooting, especially in high-pressure situations.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the hiring process!
How to prepare for a job interview at Industrious Recruitment
✨Know Your Tech Inside Out
Make sure you brush up on the technical aspects of the instruments you'll be supporting. Familiarise yourself with remote connectivity tools like RDP and VNC, as well as troubleshooting techniques. Being able to discuss these confidently will show that you're ready to hit the ground running.
✨Practice Clear Communication
Since this role involves guiding users through troubleshooting steps, practice explaining complex concepts in simple terms. You might want to do a mock call with a friend where you explain how to resolve a common issue. This will help you demonstrate your communication skills during the interview.
✨Show Your Problem-Solving Skills
Prepare examples of past experiences where you've successfully diagnosed and resolved technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will highlight your ability to think critically and act quickly, which is crucial for this role.
✨Understand Customer Care
This position is all about building relationships with users and ensuring their satisfaction. Be ready to discuss how you've handled customer interactions in the past, especially in high-pressure situations. Showing that you prioritise customer care will set you apart from other candidates.
