Instinctive Ltd is a specialist provider of high-performance medical laser and energy-based systems for the ophthalmic and aesthetic sectors throughout the UK and Ireland. We partner with leading global manufacturers and pride ourselves on delivering exceptional technical support, service excellence, and customer satisfaction. As our business continues to grow, we are seeking an experienced Product Support Engineer to become the technical backbone of our service operation, supporting both our field engineering team and customer service department The Product Support Engineer will act as the central technical resource within the organisation, providing advanced troubleshooting, technical guidance, manufacturer liaison, and operational support. The successful candidate will support field engineers with technical escalations, assist the customer service team with service reports and technical documentation, manage manufacturer case activity, and oversee workshop facilities, calibration programmes, tooling, and engineering resources. This is an excellent opportunity for an engineer looking to leverage their technical expertise in a less travel-intensive role while remaining closely involved with cutting-edge medical technology. Technical Support & Case Management Provide second-line technical support to field service engineers Manage technical support cases through to resolution Maintain accurate technical records and service documentation Customer Service Support Support preparation of quotations for repairs, upgrades, and technical modifications Help produce customer-facing technical reports and recommendations Ensure documentation complies with manufacturer and regulatory requirements Manage warranty claims and technical escalations Communicate product updates, service bulletins, field actions, and software releases to internal teams Participate in manufacturer technical review meetings and training programmes Monitor product performance trends and communicate findings internally Workshop, Facilities & Resource Management Manage workshop tooling, test equipment, and service assets Support fleet test equipment management and deployment Engineering Operations Support Assist with service process improvements and quality initiatives Support new product introductions and service readiness activities Support compliance with laser safety, quality, and regulatory requirements Electrical Engineering Biomedical Engineering Medical Engineering Understanding of medical device servicing and maintenance Proficiency with PC-based diagnostics and technical software Minimum 3 years' experience in a technical engineering role Experience supporting field service activities Experience working with capital medical equipment or complex electronic systems Knowledge of regulated environments and quality procedures Medical laser experience Laser safety training Experience supporting aesthetic or ophthalmic technologies Experience with CRM/FSM systems and service management software
Product Support Engineer - Junior Engineer in Luton employer: Instinctive
Instinctive Ltd is an excellent employer for those seeking a rewarding career in the medical technology sector. With a strong focus on employee development and a collaborative work culture, we offer comprehensive training and growth opportunities to help you excel in your role as a Product Support Engineer. Located in a vibrant area, our team enjoys a supportive environment that values innovation and customer satisfaction, making it a fulfilling place to work.
