Sysmex UK Ltd are the distributors and support network for Sysmex automated haematology and coagulation diagnostic analysers, reagents and information systems for laboratories and healthcare facilities within the UK and Ireland.
We are a subsidiary of the highly successful Sysmex Corporation currently ranked in the top 10 global in‐vitro diagnostic companies. Since its formation in 1991, Sysmex UK has grown to become market leaders in the provision of Haematology and Haemostasis diagnostics with a reputation for high quality products, service and reliability.
Job Description Remote Support Engineer Req ID: 1549
Your role in the healthcare journey
The newly created Remote Support Engineer position is a key role in delivering advanced technical support for Sysmex haematology, haemostasis, urinalysis, and point‑of‑care analysers used across NHS and private laboratories. Based in our Customer Support Centre, you will leverage secure remote‑access tools, log analysis, augmented reality guidance, and direct communication with laboratory staff to troubleshoot, diagnose, and resolve instrument issues quickly and effectively.This role is all about maximising instrument uptime, reducing the need for on‑site visits, and ensuring accurate case handling. You’ll work closely with customers and field engineers to provide high‑quality technical support that directly impacts patient care.If you enjoy problem‑solving, clear communication, and working in a fast‑paced environment, this is an excellent opportunity to make a real difference.This role is based within our Milton Keynes office and working within our Customer Contact Centre.
- Delivery offirst-line remote technical support for all our instruments.
- Use remote connectivity tools(RDP, VNC, Augmented Reality)to investigate,diagnoseand resolve issues independently.
- Guideand train userson correct usage, basicmaintenanceand safety procedures.
- Guide usersthrough troubleshooting steps via phone/video calls and remoteassistancetools.
- Operatewithin thescope of thespecificinstrument user manualandalways ensure customer safety.
- Escalate unresolved cases to field serviceengineers or technicaland productspecialists.
Your profile to shape the future of healthcare
- City and Guilds / BTEC Level 3or equivalentinElectronics, Biomedical Engineering, Mechanical/Electrical Engineering, or similar.
- Greater than 2 years in a technical support or field service role.
- Strong knowledge of electromechanical systems, IT troubleshooting and remote diagnostic tools.
- Excellent communication, fault finding andproblem-solvingskills.
- Ability to multi-task and manage multiple cases under time pressure.
- Able to explain complex technical information in a clear and easy‑to‑understand way for different audiences
- The ability to read and understand technical diagrams
- Demonstrates a strong commitment to delivering excellent customer service
What we offer
- Pension Scheme
- Life Insurance
- Eligibility to receive company bonus payments
- Income Protection
- Employee Assistance Program
- Flexible Working and Hybrid Working
- Cycle to Work Scheme - If Eligible
- Salary Sacrifice Car Scheme
- Company car - if eligible
Key Facts
Available Location(s): United Kingdom, Milton Keynes
Workplace Model: Onsite | Employment Type: Full-Time |Weekly Hours: 37.5
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