Support Engineer

Remote Support Engineer

Location: Milton Keynes

Hours: Full-time, 37.5 hours per week (Mon–Fri, between 08:30–17:30)

Department: Service

Reports to: Customer Support Centre Manager

About the Role:

We are seeking a highly capable Remote Support Engineer to join our clients Customer Support Centre. This newly created position is key to delivering expert remote technical support for a range of diagnostic analysers.

You will use secure remote-access tools, log analysis and direct communication with laboratory staff to troubleshoot and resolve technical issues. Your expertise will help maximise instrument uptime, reduce the need for on-site visits and ensure laboratories can maintain fast, accurate diagnostic services for patients.

This role is ideal for an engineer who enjoys problem-solving, communicating clearly and working in a fast-paced setting where reliability directly impacts patient care.

Key Responsibilities:

• Provide first-line remote support for diagnostic instruments.
• Diagnose and resolve issues using tools such as RDP, VNC and augmented reality guidance.
• Guide and train users on correct usage, maintenance and safety procedures.
• Support customers via phone, video and remote-assistance sessions.
• Escalate unresolved cases to field service or technical specialists.
• Identify required parts for field visits when needed.
• Record all actions and troubleshooting steps within MS Dynamics.

Service Quality & Repair Efficiency

• Use instrument data proactively to prevent downtime.
• Consolidate calls to ensure efficient service delivery.
• Work to KPIs including First Time Phone Fix, First Visit Fix, response times and customer satisfaction.
• Provide effective support within agreed SLAs.

Customer & Team Communication

• Build strong relationships and act as a trusted technical partner.
• Keep users fully informed of case status and follow-up actions.
• Highlight recurring issues, potential upgrades or sales opportunities.
• Provide reports on service performance and technical trends.
• Escalate serious service risks immediately.

Administration & Compliance

• Log all service calls, updates and parts usage accurately.
• Maintain detailed device service histories.
• Create and update troubleshooting guides and knowledge articles.
• Ensure regulatory compliance (IVDR, ISO27001, ISO9001, Cyber Essentials).
• Stay up to date with cyber-security best practice and mandatory company training.

Skills & Attributes

• Excellent communication (verbal and written)
• Strong organisation and time-management abilities
• Methodical, precise and detail-driven
• Confident decision-maker
• Collaborative team player
• Highly self-motivated and proactive
• Innovative and eager to improve processes
• Strong customer-service mindset

Essential Qualifications & Experience

• City & Guilds / BTEC Level 3 (or equivalent) in Electronics, Biomedical, Mechanical/Electrical Engineering or similar.
• Minimum 2 years’ experience in technical support or field service.
• Strong electromechanical and IT troubleshooting skills.
• Experience working to KPIs.
• Ability to explain complex technical concepts clearly.
• Excellent problem-solving and multitasking abilities.
• Ability to read technical diagrams and interpret analytical data.
• Commitment to outstanding customer service.

Desirable Qualifications & Experience

• HNC/HND or equivalent in a related engineering discipline.
• Previous experience in remote technical support.
• Experience with laboratory analysers or workflows.
• Familiarity with augmented-reality support tools.
• Experience delivering customer technical training.
• Knowledge of Microsoft Dynamics or similar CRM/ERP systems.
• Interest in emerging technologies and continuous learning.