At a Glance
- Tasks: Deliver top-notch technical support and solve problems for customers in a fast-paced environment.
- Company: Join a dynamic team focused on advanced medical technology solutions.
- Benefits: Competitive salary, supportive work culture, and opportunities for professional growth.
- Other info: Enjoy a collaborative atmosphere with opportunities to build lasting relationships.
- Why this job: Make a real difference by helping users with cutting-edge medical instruments.
- Qualifications: Strong problem-solving skills and clear communication abilities are essential.
The predicted salary is between 40000 - 50000 £ per year.
Industrious Recruitment are seeking a Support Engineer role, which is 100% office based. This role plays a critical role in delivering advanced technical support for the client and their customers. It 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 the end user.
- Delivery of first-line remote technical support for all 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.
- 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.
Support Engineer - Medical employer: Industrious Recruitment
At Industrious Recruitment, we pride ourselves on fostering a dynamic and supportive work environment where our Support Engineers can thrive. Located in a vibrant office setting, we offer comprehensive training and development opportunities, ensuring that our employees grow alongside the company. With a strong emphasis on teamwork and communication, we empower our engineers to deliver exceptional technical support while enjoying a fulfilling career in the medical technology sector.
