Remote Support Engineer

Sysmex Europe SE; Milton Keynes; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Pension Scheme

Life Insurance

Company bonus payments

Income Protection

Employee Assistance Program

Flexible Working

Hybrid Working

Cycle to Work

Company Car

Job summary

Sysmex UK Ltd, the distributor and support network for Sysmex diagnostic analysers in the UK and Ireland, is seeking a Remote Support Engineer based in Milton Keynes. You will deliver high-quality remote technical support for haematology, haemostasis and related analysers and work with NHS and private laboratories to maximise instrument uptime.

You will use secure remote tools, guide users, and escalate complex cases to field engineers while maintaining patient safety and service quality.

Qualifications

• City and Guilds / BTEC Level 3 or equivalent in Electronics, 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 and problem-solving skills.
• Ability to multi-task and manage multiple cases under time pressure.
• Able to explain complex technical information clearly to different audiences.

Responsibilities

• Delivery of first-line remote technical support for all instruments.
• Use remote connectivity tools (RDP, VNC, Augmented Reality) to diagnose and resolve issues.
• 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 instrument manual and ensure customer safety.
• Escalate unresolved cases to field service engineers or product specialists.

Skills

Technical support

Field service

Electromechanical systems

IT troubleshooting

Remote diagnostics

Communication skills

Time management

Customer service

Education

City and Guilds / BTEC Level 3 in Electronics

Biomedical Engineering

Tools

RDP

VNC

Augmented Reality

Job description

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