Product Support Engineer – Medical Laser Systems

Instinctive; Bedford; On-site; GBP 38,000 - 54,000; Full time

Job summary

Instinctive Ltd, based in Bedford, is seeking an experienced Product Support Engineer to become the technical backbone of its service operation. You will support both field engineers and the customer service team, manage manufacturer liaison, and oversee workshop facilities, calibration programmes, tooling, and engineering resources.

The role blends practical engineering with strong communication and organisational skills, focusing on advanced troubleshooting, case management, and ensuring

Qualifications

• Strong electronic fault-finding and diagnostic skills.
• Experience reading schematics and technical documentation.
• Understanding of medical device servicing and maintenance.
• Knowledge of calibration principles and test equipment.
• Proficiency with PC-based diagnostics and technical software.

Responsibilities

• Provide second-line technical support to field service engineers.
• Assist engineers with fault diagnosis, troubleshooting, and repair strategies.
• Review technical findings and recommend corrective actions.
• Escalate complex cases to manufacturing partners where required.
• Manage technical support cases through to resolution.
• Maintain accurate technical records and service documentation.
• Develop and maintain internal technical knowledge bases.
• Review and validate service reports before customer release.
• Assist customer service teams with technical queries and responses.
• 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.
• Act as the primary technical point of contact for manufacturing partners.
• 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.
• Manage workshop tooling, test equipment, and service assets.
• Maintain calibration schedules and service records for all test equipment.
• Coordinate repair and maintenance of workshop equipment.
• Ensure availability of engineering tools, consumables, and spare parts.
• Support fleet test equipment management and deployment.
• Maintain workshop organisation, safety, and operational readiness.
• Assist with service process improvements and quality initiatives.
• Support new product introductions and service readiness activities.
• Coordinate engineering training requirements.
• Monitor engineering resource requirements and equipment availability.
• Support compliance with laser safety, quality, and regulatory requirements.

Skills

Troubleshooting

Diagnostics

Customer focus

Communication

Case management

Organization

Problem solving

Team player

Ownership

Education

HNC/HND

Degree in Electronic Engineering

Degree in Electrical Engineering

Degree in Biomedical Engineering

Degree in Medical Engineering

Tools

CRM/FSM systems

PC-based diagnostics software

Schematics/technical docs tools

Job description

Instinctive Ltd, based in Bedford, is seeking an experienced Product Support Engineer to become the technical backbone of its service operation. You will support both field engineers and the customer service team, manage manufacturer liaison, and oversee workshop facilities, calibration programmes, tooling, and engineering resources.

The role blends practical engineering with strong communication and organisational skills, focusing on advanced troubleshooting, case management, and ensuring