Product Support Engineer

Instinctive Ltd is a specialist provider of high-performance medical laser and energy-based systems for the ophthalmic and aesthetic sectors throughout the UK and Ireland. We partner with leading global manufacturers and pride ourselves on delivering exceptional technical support, service excellence, and customer satisfaction.

As our business continues to grow, we are seeking an experienced Product Support Engineer to become the technical backbone of our service operation, supporting both our field engineering team and customer service department

The Product Support Engineer will act as the central technical resource within the organisation, providing advanced troubleshooting, technical guidance, manufacturer liaison, and operational support.

This role combines practical engineering knowledge with strong communication and organisational skills. The successful candidate will support field engineers with technical escalations, assist the customer service team with service reports and technical documentation, manage manufacturer case activity, and oversee workshop facilities, calibration programmes, tooling, and engineering resources.

This is an excellent opportunity for an engineer looking to leverage their technical expertise in a less travel-intensive role while remaining closely involved with cutting-edge medical technology.

Key Responsibilities

Technical Support & Case Management

• Provide second-line technical support to field service engineers
• Assist engineers with fault diagnosis, troubleshooting, and repair strategies
• Review technical findings and recommend corrective actions
• Escalate complex cases to manufacturing partners where required
• Manage technical support cases through to resolution
• Maintain accurate technical records and service documentation
• Develop and maintain internal technical knowledge bases

Customer Service Support

• Review and validate service reports before customer release
• Assist customer service teams with technical queries and responses
• Support preparation of quotations for repairs, upgrades, and technical modifications
• Help produce customer-facing technical reports and recommendations
• Ensure documentation complies with manufacturer and regulatory requirements

Manufacturer Liaison

• Act as the primary technical point of contact for manufacturing partners
• Manage warranty claims and technical escalations
• Communicate product updates, service bulletins, field actions, and software releases to internal teams
• Participate in manufacturer technical review meetings and training programmes
• Monitor product performance trends and communicate findings internally

Workshop, Facilities & Resource Management

• Manage workshop tooling, test equipment, and service assets
• Maintain calibration schedules and service records for all test equipment
• Coordinate repair and maintenance of workshop equipment
• Ensure availability of engineering tools, consumables, and spare parts
• Support fleet test equipment management and deployment
• Maintain workshop organisation, safety, and operational readiness

Engineering Operations Support

• Assist with service process improvements and quality initiatives
• Support new product introductions and service readiness activities
• Coordinate engineering training requirements
• Monitor engineering resource requirements and equipment availability
• Support compliance with laser safety, quality, and regulatory requirements

Essential Skills & Experience

Technical

• HNC/HND, Degree, or equivalent qualification in:
• Electronic Engineering
• Electrical Engineering
• Biomedical Engineering
• Medical Engineering
• Strong electronic fault-finding and diagnostic skills
• Experience reading schematics and technical documentation
• Understanding of medical device servicing and maintenance
• Knowledge of calibration principles and test equipment
• Proficiency with PC-based diagnostics and technical software

Industry Experience

• Minimum 3 years' experience in a technical engineering role
• Experience supporting field service activities
• Experience working with capital medical equipment or complex electronic systems
• Knowledge of regulated environments and quality procedures

Desirable

• Medical laser experience
• Laser safety training
• Optical systems experience
• Experience supporting aesthetic or ophthalmic technologies
• Previous manufacturer liaison experience
• Experience with CRM/FSM systems and service management software

Core Competencies

• Advanced troubleshooting and diagnostic ability
• Strong customer focus and professionalism
• Effective written and verbal communication
• Ability to manage multiple technical cases simultaneously
• Organised and detail-oriented approach
• Strong problem-solving mindset
• Collaborative team player
• Ownership and accountability

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