Your Role in the Healthcare Journey

The newly created Remote Support Engineer position is a key role in delivering advanced technical support for Sysmex haematology, haemostasis, urinalysis, and point-of-care analysers used across NHS and private laboratories. Based in our Customer Support Centre, you will leverage secure remote-access tools, log analysis, augmented reality guidance, and direct communication with laboratory staff to troubleshoot, diagnose, and resolve instrument issues quickly and effectively.This role is all about maximising instrument uptime, reducing the need for on-site visits, and ensuring accurate case handling. You’ll work closely with customers and field engineers to provide high-quality technical support that directly impacts patient care.If you enjoy problem-solving, clear communication, and working in a fast-paced environment, this is an excellent opportunity to make a real difference.This role is based within our Milton Keynes office and working within our Customer Contact Centre. 

• 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 unresolves cases to field service engineers or technical and product specialists. 

Your Profile to Shape the Future of Healthcare

• City and Guilds / BTEC Level 3 or equivalent in Electronics, Biomedical Engineering, Mechanical/Electrical Engineering, or similar. 

• Greater than 2 years in a technical support or field service role. 

• Strong knowledge of electromechanical systems, IT troubleshooting and remote diagnostic tools. 
• Excellent communication, fault finding and problem-solving skills. 

• Ability to multi-task and manage multiple cases under time pressure. 

• Able to explain complex technical information in a clear and easy-to-understand way for different audiences

• The ability to read and understand technical diagrams 

• Demonstrates a strong commitment to delivering excellent customer service