Full job descriptionRemote Technical Support Engineer


Location: Milton Keynes (Office-based)
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.