Remote Support Engineer - Medical Devices

Industrious Recruitment Limited; Milton Keynes; A distancia; GBP 34.000 - 41.000; Jornada completa

Descripción de la vacante

Industrious Recruitment Limited is seeking a skilled Remote Support Engineer to join our client’s Customer Support Centre in Milton Keynes. You will diagnose and resolve technical issues with specialist laboratory analysers used across NHS and private healthcare laboratories, primarily remotely.

You will work with lab staff, field service engineers and product specialists, providing fault-finding, guided troubleshooting and remote diagnostics using RDP, VNC and diagnostic tools, while

Formación

• A Level 3 qualification in Electronics, Biomedical, Electrical or Mechanical Engineering or equivalent.
• Experience in technical support, field service or engineering roles.
• Strong fault-diagnosis and problem-solving abilities.
• Excellent communication skills with non-technical users.
• Ability to read technical diagrams and service documentation.
• Proven IT skills and comfort with remote-support tools.

Responsabilidades

• Provide first-line remote technical support for a range of specialist laboratory analysers and medical devices.
• Investigate, diagnose and resolve instrument faults using remote-access tools and diagnostic software.
• Guide customers through troubleshooting procedures via telephone, video calls and remote assistance.
• Use remote connectivity tools such as RDP and VNC to support fault diagnosis and resolution.
• Advise and train laboratory users on equipment operation and basic maintenance.
• Analyse instrument logs to identify faults and determine solutions.
• Collaborate with field service engineers and product specialists on complex issues.
• Maintain accurate service records and customer communications.
• Prioritise and manage multiple cases to minimise equipment downtime.
• Ensure all activities comply with safety procedures and technical documentation.

Conocimientos

Fault-finding

Customer-focused

Remote support

Technical troubleshooting

Communication skills

Educación

Level 3 qualification in Electronics / Biomedical Engineering / Electrical or Mechanical Engineering

Herramientas

RDP

VNC

Diagnostic software

Descripción del empleo

Remote Support Engineer - Medical Devices

Location: Milton Keynes

Job Type: Full-time

Salary: £37500 plus 16% bonus

About the Role

We are looking for an experienced and technically minded Remote Support Engineer to join our clients Customer Support Centre in Milton Keynes.

This is an excellent opportunity to join a leading healthcare technology business, providing technical support for specialist laboratory analysers used across NHS and private healthcare laboratories.

You will be responsible for diagnosing and resolving technical issues remotely, helping customers get the best performance from their equipment while minimising the need for on-site engineering visits. Using remote-access technology, diagnostic tools and your engineering knowledge, you'll work closely with laboratory staff, field service engineers and technical specialists to resolve problems quickly and effectively.

This role would suit an engineer with a background in electronics, biomedical engineering, electrical or mechanical engineering, who enjoys fault-finding, problem-solving and working directly with customers.

Key Responsibilities

• Provide first-line remote technical support for a range of specialist laboratory analysers and medical devices.
• Investigate, diagnose and resolve instrument faults using remote-access tools, diagnostic software and technical documentation.
• Guide customers through troubleshooting procedures via telephone, video calls and remote assistance technology.
• Use remote connectivity tools, including RDP, VNC and augmented reality, to support fault diagnosis and resolution.
• Advise and train laboratory users on equipment operation, basic maintenance and safe working procedures.
• Analyse technical information and instrument logs to identify potential faults and determine appropriate solutions.
• Work closely with field service engineers, technical teams and product specialists to lift more complex issues.
• Maintain accurate service records, case notes and customer communications.
• Manage multiple support cases efficiently, prioritising issues to minimise equipment downtime.
• Ensure all troubleshooting and support activities follow the relevant technical documentation, safety procedures and customer service standards.

About You

We're looking for someone with a strong technical background, excellent fault-finding skills and a customer-focused approach.

You'll ideally have:

• A Level 3 qualification, such as BTEC or City & Guilds, or equivalent in Electronics, Biomedical Engineering, Electrical Engineering, Mechanical Engineering or a related discipline.
• At least two years' experience in a technical support, field service or engineering role.
• A good understanding of electromechanical systems and technical fault diagnosis.
• Experience troubleshooting equipment, identifying faults and working through problems methodically.
• Strong communication skills, with the ability to explain technical issues clearly to non-technical users.
• The ability to read and interpret technical diagrams, manuals and service documentation.
• Good IT skills and the confidence to use diagnostic software and remote-support tools.
• Strong organisational skills and the ability to manage competing priorities in a fast-paced environment.
• A proactive, patient and professional approach to customer support.
• A commitment to safety, quality and delivering excellent customer service.

Desirable Experience

• Experience with any of the following would be beneficial: Medical devices, laboratory equipment or diagnostic analysers.
• In-vitro diagnostics (IVD), haematology, haemostasis or urinalysis equipment.
• Remote diagnostics, remote-access software or augmented reality support tools.
• Working with NHS laboratories, private healthcare providers or other regulated technical environments.