JOB DESCRIPTION
Senior Field Service Engineer – Medical Devices & Healthcare IT
Sense Medical is seeking an experienced and highly motivated Senior Field Service Engineer to support our growing portfolio of Canon Eyecare, Kowa and other advanced medical imaging technologies throughout the UK and Ireland.
This is a senior technical role requiring an individual who combines strong electro-mechanical engineering skills with advanced IT infrastructure expertise. The successful candidate will be responsible for the installation, maintenance, repair, configuration and support of medical imaging systems, servers, databases, network infrastructure and cybersecurity solutions within NHS, private healthcare and research environments.
The role is predominantly field-based and requires extensive travel throughout the UK and occasional international travel. Flexibility is essential, as the position may require overnight stays, weekend working and attendance outside normal business hours to support customer requirements and project deadlines.
The successful candidate must demonstrate exceptional professionalism, technical competence, customer service skills and the ability to work independently whilst representing Sense Medical to the highest standards.
Key Responsibilities Medical Device Service & Support
- Install, commission, configure and support Canon Eyecare, Kowa medical diagnostic equipment.
- Perform preventative maintenance, repairs, calibrations, upgrades and field modifications.
- Diagnose and resolve complex hardware, software and integration issues.
- Conduct acceptance testing and system verification following installation.
- Deliver operator and technical training to clinical and non-clinical users.
- Maintain service documentation in accordance with ISO 13485 Quality Management System requirements.
- Ensure all service activities comply with UK medical device regulations and company procedures.
Healthcare IT & Systems Integration
- Install, configure and support Microsoft Windows Server environments.
- Deploy and maintain Microsoft SQL Server databases and associated applications.
- Perform database backup, restoration and troubleshooting.
- Configure Active Directory, Group Policies and user permissions.
- Support DICOM, HL7, PACS and EPR integrations.
- Troubleshoot software interoperability issues between medical devices and third-party healthcare systems.
- Assist NHS and private healthcare organisations with server migrations, upgrades and infrastructure changes affecting supported systems.
Networking & Infrastructure
- Configure and troubleshoot TCP/IP networks.
- Support VLANs, managed switches, firewalls and VPN connectivity.
- Configure and maintain network communications between imaging devices, servers and review workstations.
- Diagnose connectivity, bandwidth and network performance issues.
- Work alongside customer IT departments and third-party vendors to resolve infrastructure-related issues.
Cybersecurity & Compliance
- Deploy and support endpoint protection and security software.
- Configure application whitelisting and antivirus exclusions where required.
- Assist customers with Cyber Essentials, NHS DSPT and cybersecurity compliance requirements.
- Implement best-practice security controls for servers, databases and workstations.
- Support vulnerability remediation and software patch management activities.
Operational Responsibilities
- Maintain a same-day response to customer communications.
- Ensure all service tickets, CRM records and support cases are updated accurately and in real time.
- Meet company service level agreements and customer response targets.
- Support warehouse, logistics and equipment preparation activities where required.
- Attend manufacturer training courses in the UK and overseas.
- Support exhibitions, conferences, product demonstrations and customer training events.
- Assist with technical evaluations, product validation and beta testing programmes.
Desirable Skills & Experience
- Minimum 3-5 years' field service experience supporting medical devices, diagnostic imaging equipment or healthcare technologies.
- Advanced fault-finding skills covering mechanical, electrical and software systems.
- Strong knowledge of Microsoft Windows 10/11 and Windows Server environments.
- Experience installing and supporting Microsoft SQL Server.
- Understanding of Active Directory, Group Policy and user management.
- Strong TCP/IP networking knowledge.
- Experience supporting DICOM, PACS and healthcare imaging workflows.
- Ability to interpret technical documentation, service manuals and wiring schematics.
- Experience working within NHS or healthcare IT environments.
- Excellent customer-facing communication skills.
- Ability to work independently under pressure and manage multiple priorities.
Essential Skills & Certifications
- Microsoft Certified: Windows Server Hybrid Administrator Associate.
- Microsoft Certified: Azure Administrator Associate.
- Microsoft SQL Server Administration certification or equivalent experience.
- Cisco CCNA.
- CompTIA Network+.
- CompTIA Security+.
- Cyber Essentials or Cyber Essentials Plus knowledge.
- VMware or Hyper-V experience.
- Knowledge of HL7 integration.
- Understanding of medical device cybersecurity standards.
- Experience supporting Canon OCT, retinal cameras or ophthalmic diagnostic systems.
- Knowledge of ISO 13485:2016 Quality Management Systems.
Education & Qualifications
- Degree, HND or equivalent qualification in Computer Science, Information Technology, Network Engineering, Cyber Security, Healthcare Informatics, Systems Engineering, Medical Technology, or a related technical discipline.
- Demonstrable experience in Microsoft Windows Server administration, SQL database management, networking and healthcare IT systems may be considered in lieu of formal qualifications.
- Must Have Full Clean UK Driving Licence.
- Valid passport with the ability to travel internationally.
- Must Have Eligibility to work in the United Kingdom.
Personal Attributes
- Highly professional and customer-focused.
- Strong work ethic with a "can-do" attitude.
- Flexible and adaptable to changing business requirements.
- Excellent organisational and time-management skills.
- Strong analytical and problem-solving abilities.
- Ability to work independently with minimal supervision.
- Commitment to continuous professional development and technical learning.
Pay: £45,000.00-£50,000.00 per year
Benefits:
- Company car
- Company pension
Willingness to travel:
Work Location: On the road
