Technical Support Engineer- North, UK

As the Technical Support Engineer, you will be based in the North working alongside a team of Technical Services and IT Engineers to provide technical support to our customers in Scotland and Northern Ireland who are heavily reliant on our products to help provide eye care for their patients.

The successful candidate will be a team player with a can-do attitude who will work closely with our customers to improve their experience with Heidelberg Engineering Limited through the hands-on provision of technical solution.

Through effective communication and problem-solving skills, they must be able to build strong relationships with customers and serve as a reliable point of contact for technical inquiries and resolutions. As a member of the Service Delivery Team, you will be energetic, structured, and detailed individual who has the passion to drive continual customer focused service through the identification of performance improvements. The post-holder will be critical in assessing customer's varied needs and the provision of optimum technical solution., · Be capable of leading repair, maintenance, and installation activities through the complete customer acceptance, both technically and administratively.

· Ensure functions are performing in accordance with our Service Level Agreements.

· Be a part of the development and implementation of technical strategies, ensuring compliance with industry standards and regulations.

· Ensure the highest quality of service is provided at all times.

· Represent the company as a technical expert in discussions with external organisations including suppliers, potential customers, and existing customers.

· Develop and maintain technical expertise across Heidelberg Engineering products.

· Maintain clinical and technical knowledge to stay current with technology and product applications.

· Be responsible for the identification and resolution of customer issues, formulating cost effective service delivery plans and then following through to produce the requisite service activity documentation.

· Identify root causes to issues with a view to resolving these permanently to minimise recurrence.

· Accurately and consistently perform administrative functions including acknowledgement of dispatches, keeping appointments, on-time arrival, proper completion of company documentation including repair reports and expense reports.

· Undertaking support during periods of downtime or absence.

· Make emergency response technical visits, diagnose, and troubleshoot problems, perform preventative maintenance in clinical practices, perform technical upgrades and plan and carry out on-site maintenance.

· A minimum of 2 years in a Technical Support role with high-tech medical equipment, computer hardware and software and networking.

· Qualified Engineer with a biomedical engineering degree, BEng or equivalent - desirable.

· The ability to find novel solutions to minimise recurrence of faults.

· Experience with digital volt meters, oscilloscopes, laser power meters, optical alignment tools and specialised test equipment.

· Demonstrated proficiency in resolving complex technical problems in medical imaging modality with minimal assistance.

· Sound knowledge of regulatory and governance obligations relating to medical devices management.

· Experience within healthcare IT and imaging - desirable.

· Working knowledge of Microsoft Office required.

· Demonstrated proficiency in resolving technical problems in medical imaging modality - desirable.

Skills, Expertise and Qualities

· Confident written and verbal communicator with the ability to interact in a professional and responsive manner with highly specialised medical personnel.

· Can excel in interpersonal communication and can build strong relationships with clients, stakeholders, and internal teams.

· Energetic and Enthusiastic

· Ability to prioritise work.

· Highly organised, self-motivated, flexible individual.

· Strong analytical, conceptual, strategic thinker and report writing skills.

· Adept at navigating complex, competing priorities.

· Skilled at driving continuous improvement.

Due to a high volume of applicants, the application will be closed on the Friday 31st May 2024.

Heidelberg Engineering Limited is a wholly owned subsidiary of a world-leading manufacturer (Heidelberg Engineering GmbH) and a high-quality ophthalmic diagnostic solutions provider.

At Heidelberg Engineering, our mission is to continue to develop technological solutions for the ophthalmology sector to enable physicians improve patient care. As a technology leader, we pursue a high standard of innovation and quality in our product and service offerings.

We are committed to offering unparalleled support and quality services to our customers, as such we are looking for a talented individual to join our team of Technical Engineers.

Pulled from the full job description

• Company car


• Company pension


• Free parking


• Gym membership


• Life insurance


• Private medical insurance, · Competitive Salary.


· Commission.

· Company Car.

· Private Healthcare.

· Excellent Contributory Pension Scheme.

· Life Assurance.

· 25 days annual leave + bank holiday

· Interesting, challenging work at a dynamic international company.

· An open business culture and a pleasant working environment.