About the Role
We are seeking a skilled and motivated Lab & Remote Support Engineer to join our Service Operations team. This role combines hands-on laboratory engineering with remote technical support, ensuring high-quality service delivery across our product range.
You will be responsible for diagnosing, repairing, and supporting medical equipment while working closely with field service, sales teams, and customers to deliver a seamless experience from installation through to ongoing support.
Key Responsibilities
- Carry out pre-installation checks to ensure readiness and compliance
- Perform in-house diagnostics, fault finding, and repair of Bracco-related products
- Provide remote technical support to customers via phone, email, chat, and remote desktop tools
- Troubleshoot and resolve hardware and software issues efficiently
- Deliver clear, step-by-step guidance to end-users
- Accurately document service activities, faults, and resolutions
- Identify trends in faults and report insights to relevant teams
- Escalate complex issues where necessary and follow up to resolution
- Work collaboratively with field service engineers, sales teams, and customer support
- Support installation and repair activities on-site when required
- Participate in continuous improvement initiatives
- Ensure full compliance with regulatory, quality, HSE, and company SOPs (including adverse events and product complaints)
- Travel nationally as required to support business needs
Skills & ExperienceEssential
- HNC in Electronics (or equivalent experience)
- Strong troubleshooting and diagnostic skills
- Excellent communication skills, with the ability to explain technical concepts to non-technical users
- Good organisational, planning, and prioritisation abilities
- Proficiency in Microsoft Office (especially Excel)
- Full UK driving licence
Desirable
- Experience in a field service or technical support environment
- Biomedical or medical device experience
- Knowledge of SAP and/or Salesforce
Key Competencies
- Strong sense of ownership and accountability
- Customer-focused mindset
- Adaptable and flexible approach
- Collaborative team player
- Confident and effective communicator
What We Offer
- Competitive salary and benefits package
- Opportunity to work with advanced medical technologies
- Collaborative and supportive team environment
- Career development and training opportunities
- Varied role combining lab-based and customer-facing support
Pay: £38,000.00-£43,000.00 per year
Benefits:
- Company pension
- Gym membership
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
Work Location: In person
