Support Engineer - Medical

Industrious Recruitment are seeking a Support Engineer role, which is 100% office based, this role plays a critical role in delivering advanced technical support for the client and their customers.

This role focuses on resolving issues quickly, improving instrument uptime, and minimising the need for on-site visits. You will work closely with customers and field engineers to ensure accurate case handling and high-quality technical support.
The position is well-suited to an engineer who enjoys problem-solving, communicating clearly, and working in a fast-paced environment where reliability directly impacts the end user.

Delivery of first-line remote technical support for all their instruments..
• Use remote connectivity tools (RDP, VNC, Augmented Reality) to investigate, diagnose and resolve issues independently.
• 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 scope of the specific instrument user manual and always ensure customer safety.
• Escalate unresolves cases to field service engineers or technical and product specialists.
• Identify parts required for onsite visits by Field Service Engineers should a visit be required.
• Record all troubleshooting advice in MS Dynamics service software to ensure a full audit trail.
• Collaborate with engineering teams to report recurring issues and suggest improvements.

• Build relationships with users, ultimately becoming their trusted partner.
• Ensure users are continually kept informed of any changes to service delivery; Specifically issue status, outcomes and follow-up actions.
• Support user needs by communicating repeated issues or sales opportunities to commercial account managers.
• Provide regular reports on service performance, trends in equipment faults, and suggestions for preventive maintenance or system improvements
Only candidates based in UK and eligible to work in UK are allowed