Product Support Engineer

AES; Impington; Hybrid; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Annual bonus

Private healthcare

Pension

Family benefits

Hybrid working

Job summary

AES in Cambridge is seeking a Product Support Engineer to join the Operations team. You will provide advanced technical support to Field Service Engineers across a global installed base of electro‑mechanical systems, collaborating with Engineering, Quality and Regulatory teams to drive reliability improvements.

The role requires a degree in Engineering (or time served) and experience with complex electro‑mechanical systems and structured RCA.

Qualifications

• Degree qualified (or time served) in Engineering or equivalent.
• Experience supporting or troubleshooting complex electro‑mechanical systems.
• Experience carrying out structured root cause investigations.
• Experience in highly regulated environments (medical devices/robotics/aerospace/defence/automotive) preferred.

Responsibilities

• Provide second and third‑line technical support for Field Service Engineers.
• Investigate complex issues using structured root cause analysis.
• Produce diagnostic procedures, service documentation and technical instructions.
• Support CAPAs within the Quality Management System.
• Lead improvement projects to enhance customer experience and field performance.
• Support risk management in a regulated engineering environment.
• Act as the technical bridge between Product Development, Quality and Field Service.

Skills

Root cause analysis

Troubleshooting

Electro‑mechanical systems

Regulated environment awareness

Education

Engineering degree

Job description

Product Support Engineer

Location: Cambridge (Hybrid - 3 Days On-Site)

Salary: £40,000 - £50,000 + Bonus + Excellent Benefits

If you're the type of engineer who enjoys solving complex technical problems rather than simply fixing them, this could be exactly the challenge you've been looking for.

Our client is a rapidly expanding, award‑winning technology company that has developed one of the world's most advanced robotic systems. Their innovative products are transforming the future of healthcare globally, and due to continued growth they are now looking to appoint a Product Support Engineer to join their Operations team.

This is far more than a traditional support role. You'll become the technical expert for complex product issues, working closely with Engineering, Quality, Regulatory and Field Service teams to investigate root causes, improve product reliability and influence future product development.

The Role

Working as part of a highly collaborative engineering team, you will provide advanced technical support for Field Service Engineers across a global installed base of sophisticated electro‑mechanical systems. Other responsibilities will include, but are not limited to:

• Providing second and third‑line technical support for Field Service Engineers.
• Investigating complex technical issues using structured root cause analysis techniques.
• Producing high‑quality diagnostic procedures, service documentation and technical instructions.
• Supporting Corrective and Preventative Actions (CAPA) within the Quality Management System.
• Leading improvement projects that enhance customer experience and field performance.
• Supporting risk management activities within a highly regulated engineering environment.
• Acting as the technical bridge between Product Development, Quality and Field Service.

The Person

Candidates suitable for consideration should be able to demonstrate:

• Degree qualified (or equivalent) in Engineering or be a Time Served Engineer with relevant experience.
• Experience supporting or troubleshooting complex electro‑mechanical systems.
• Experience carrying out structured root cause investigations.
• Experience within Medical Devices, Robotics, Aerospace, Defence, Automotive or another highly regulated engineering environment would be highly advantageous.

The successful candidate will enjoy a salary of £40,000-£50,000, annual bonus, private healthcare, pension, enhanced family benefits, hybrid working and the opportunity to join one of the UK's most exciting engineering organisations developing genuinely world‑leading technology.

Do you have the technical curiosity and problem‑solving mindset to take on this challenge?