Remote Support Engineer

The newly created Remote Support Engineer plays a critical role in delivering advanced technical support for haematology, haemostasis, urinalysis and point-of-care analysers used across NHS and private laboratories. Working within the Customer Support Centre, you will troubleshoot, diagnose and resolve instrument issues using secure remote‑access tools, log analysis, augmented‑reality guidance, and direct communication with laboratory staff. 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 patient care.

• Delivery of first‑line remote technical support for all our 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 unresolved cases to field service engineers or technical and product specialists.
• Identify parts required for onsite visits Field 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.

• Use available instrument data to provide proactive issue resolution, preventing downtime.
• Consolidate calls to provide a more efficient cost‑effective service.
• To achieve company key performance metrics for First Time Phone Fix Rate.
• To achieve company key performance metrics for First Visit Fix Rate.
• To achieve company key performance metrics for response times.
• To achieve company key performance metrics for Customer Satisfaction scores.
• 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.
• Highlight any potential significant service penalties to management without delay.

• Logging all service calls and updates within the Microsoft Dynamics CRM/ERP systems.
• Prioritising calls based upon urgency, clinical impact and SLA's.
• Maintaining up‑to‑date service histories for each device.
• Closing calls with clear documentation.