Service Systems Engineer

Real; Painswick; On-site; GBP 65,000 - 90,000; Full time

Job summary

Real is seeking an experienced Service Engineer on a 5-month contract to support the launch and ongoing service of complex medical technology products in a regulated environment. You will collaborate with international R&D teams, product owners and service functions to design processes, training and workflows for deployment, installation and support.

You’ll provide hands-on Tier 3 technical support, manage customer escalations and help transfer new service processes into operations, ensuring

Qualifications

• Experience in technical service engineering within an R&D or product-development environment.
• Strong troubleshooting, root-cause analysis and problem solving.
• Creation of service documentation, workflows and technical training.
• Product deployment, configuration, installation or upgrade support.
• Customer escalation management and cross-functional collaboration.

Responsibilities

• Provide hands-on Tier 3 technical support and resolve complex customer issues.
• Manage customer escalations and coordinate with cross-functional teams to drive resolution.
• Transfer new service processes into operations and ensure smooth deployment and handoff.
• Collaborate with R&D, product owners, and service teams to design deployment workflows and documentation.

Skills

Technical service engineering

Troubleshooting

Service documentation creation

Product deployment/configuration/insta

Customer escalation management

Tools

Jira

Azure DevOps

Job description

A global medical technology company is seeking an experienced Service Engineer on a contract basis for 5-months, to support the launch and ongoing service of complex technology products within a regulated environment.

You’ll work with international R&D teams, product owners and service functions to design the processes, documentation, training and workflows needed for product deployment, installation, configuration and support.

The role will also provide hands-on Tier 3 technical support, manage customer escalations and transfer new service processes into operations.

Essential Skills

• Technical service engineering within an R&D or product-development environment
• Troubleshooting, root-cause analysis and problem-solving
• Creation of service documentation, workflows and technical training
• Product deployment, configuration, installation or upgrade support
• Customer escalation management and cross-functional collaboration

Desirable Skills

• Experience within medical devices, regulated technology or another safety-critical environment
• Experience supporting cloud-based products, software platforms or system integrationsThis is a strong fit for Service Engineers who enjoy working between product development, technical support and service operations, with hands-on involvement in new product launches and complex customer escalations.

Additional Experience of Interest

• 2-3 years experience in R&D environments
• Tier 2 or Tier 3 technical support
• Design transfer into service operations
• Systems requirements and requirements decomposition
• FDA, ISO or IEC-regulated product development
• Training technical support and field service teams
• Jira, Azure DevOps or similar tracking systems
• Customer-facing technical support
• Technical leadership during product deployments
• Availability to work onsite and travel when needed