Technical Support Engineer

Xstrahl; Brownhills; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading medical technology company is seeking a Technical Support Engineer to ensure seamless operation of Xstrahl products and provide exceptional technical support. Responsibilities include maintaining quality standards, assisting customers and engineers, and delivering technical training. Ideal candidates will have experience with medical devices and strong communication skills. This role requires a relevant degree and offers a hybrid work arrangement.

Qualifications

• Experience working with medical devices required.
• Previous technical support experience is necessary.
• Ability to communicate with scientists and medical professionals.

Responsibilities

• Assist in the development of the Technical Support strategy.
• Liaise with R&D for product assistance.
• Provide first line helpdesk response.
• Run in-house training sessions for engineers.

Skills

Experience with medical devices

Technical support experience

Clear communication

Strong written and verbal English

Self-motivated

Ability to work under pressure

Education

Relevant degree

Job description

Xstrahl is a leading designer and manufacturer of Superficial Orthovoltage Medical X-ray Systems used in the treatment of cancers and dermatological disorders, as well as a pioneer in the development of advanced X-ray systems for pre-clinical radiation biology research.

We are looking for a Technical Support Engineer to join the Customer Success department.

The Technical Support Engineer, will act as the primary point of contact for customers, providing exceptional technical support and ensuring the seamless operation of Xstrahl products and software.

The individual will work on a hybrid basis, with work from the UK office located in Brownhills, West Midlands as required.

Key responsibilities include (but are not limited to):

• Assist the Technical Support Manager in the development and implementation of the Technical Support strategy.
• Assist quality and regulatory specialist as required (all aspects of QMS as a quality representative).
• Liaise with R&D team as required for product\software assistance if required.
• Day-to-day direction and operational delivery of the Group’s Help Desk response and interface with customers.
• Assist the Service Engineers during their monthly helpdesk support role. Provide an NPS score for each Engineer at the end of their week.
• Technical Support - first line helpdesk response (call’s, emails, tickets, complaints and CAPA)
• Weekday out of hours helpdesk telephone\email cover as required.
• Assist in the delivery of technical support to production ensuring the accurate and timely commissioning, dosimetry and system testing of products.
• Provide software installation and connectivity support to engineers and customers (including remote support using TeamViewer, or equivalent)
• Provide effective technical training for customers’ engineers for Xstrahl manufactured products, including preparation of all relevant training course documentation and delivery of programs and\or delegation to trained trainers.
• Run monthly in-house training sessions for production, service, and R&D engineers.

Required Skills and Education:

• Must have experience working with medical devices.
• Previous experience working within technical support.
• Must be able to communicate clearly and confidently with customers, including scientists and medical professionals.
• Strong written and verbal English language skills, with experience of communicating technical issues clearly and to the appropriate level of detail.
• Relevant degree required.
• Must be self-motivated, and able to work under pressure both individually and as part of a team.