Site-Based Technical Support Engineer: Diagnose & Resolve

SPT Labtech; Cambridge; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Private medical insurance

Generous pension plan

Annual discretionary bonus

Job summary

SPT Labtech is seeking a site-based Technical Support Engineer at our Melbourn, Cambridgeshire centre. You will diagnose and resolve issues remotely across our liquid handling and sample management portfolio, supporting Field Service Engineers and acting as a key technical advisor to customers.

Based in Melbourn five days a week with no overnight travel, you’ll build deep product knowledge and have a clear path into senior technical or product roles as you develop your career with us.

Qualifications

• Experience providing technical support within laboratory automation, scientific instrumentation or similar.
• Engineering HNC/HND or science degree with relevant automation experience.
• Strong analytical and fault-finding skills across hardware and software.

Responsibilities

• Provide first and second-line technical support via telephone, email, remote session and video conferencing.
• Diagnose hardware, software and application-related issues using structured troubleshooting techniques.
• Resolve customer issues remotely wherever possible, minimising instrument downtime.
• Escalate complex issues while maintaining ownership until resolution.
• Support Field Service Engineers with technical advice before/during/after visits.
• Interpret logs, error reports and diagnostics to identify root causes.
• Create and maintain knowledge base articles and documentation.
• Collaborate with Engineering/R&D to investigate product issues and reproduce faults.
• Assist with software validation and testing as required.
• Document customer interactions accurately in the CRM/service system.

Skills

Technical support

Analytical fault-finding

Windows basics

CRM systems familiarity

Effective communication

Prioritising issues

Education

Engineering HNC/HND or Science degree with automation experience

Tools

CRM systems

Remote access tools

Office software

Job description

SPT Labtech is seeking a site-based Technical Support Engineer at our Melbourn, Cambridgeshire centre. You will diagnose and resolve issues remotely across our liquid handling and sample management portfolio, supporting Field Service Engineers and acting as a key technical advisor to customers.

Based in Melbourn five days a week with no overnight travel, you’ll build deep product knowledge and have a clear path into senior technical or product roles as you develop your career with us.