Technical Customer Service Engineer – London
We have an exciting opportunity for a Technical Customer Service Engineer to join our Diagnostic Systems (DS) team. In this position, you will be responsible for maintaining and managing DS instruments, with a primary focus on Total Lab Automation systems, as well as other microbiology and molecular diagnostic instruments. Your main base will be in London and travel within the M25 corridor will be required.
About The Role
The Diagnostic Systems (DS) product portfolio covers traditional microbiology products and instrumentation along with molecular products and instruments for the diagnosis of infectious diseases. You will work as part of a team of engineers installing and executing preventive and corrective actions across the DS product range in NHS and private microbiology labs. Ideally you should be based in or around London or within an hour commute.
Main Responsibilities
* Commissioning and installation of instruments to agreed timescales and product specifications.
* Diagnose and resolve complex technical issues, including hardware, software and connectivity problems whilst remaining fully compliant with manufacturer’s guidelines and company procedures.
* Perform routine maintenance to agreed schedules and quality standards.
* Collaborate with regional and global product specialists and sales teams to provide feedback on product performance, identify common issues and contribute to continuous improvement initiatives.
* Maintain up-to-date knowledge of system technical specifications and published service bulletins.
* Manage consignment and car‑stock inventory to achieve accuracy.
* Ensure excellent customer experience and high Net Promoter Scores by contributing to the team vision of short response times and high uptime of instruments, meeting SLAs.
* Produce timely, detailed and accurate service reports via an iPad‑based app.
* Build strong positive relationships with internal and external customers.
* Conduct customer training on operation, maintenance and basic troubleshooting to empower users.
* Adhere to all company policies, quality systems and health & safety regulations.
About You
* Electro‑mechanical/electronic engineering background with strong fault‑finding and troubleshooting skills.
* Working knowledge of IT systems and networking, including connectivity and integration of medical devices.
* Experience with diagnostic laboratory equipment, including Total Lab Automation, microbiology and molecular instruments (preferred).
* Proven ability to diagnose and troubleshoot complex technical problems effectively.
* Excellent communication and interpersonal skills with ability to build trust and rapport with customers and internal teams.
* Excellent verbal and written communication skills with ability to explain technical concepts clearly to non‑technical audiences.
* Strong organisational and time‑management skills, capable of prioritising workload effectively and keeping stakeholders informed in a timely manner.
* Customer‑focused mindset, consistently delivering high‑quality service and support.
* Demonstrated strong customer service skills with a commitment to customer satisfaction.
* Flexibility and adaptability, able to respond to changing priorities and customer needs, including occasional travel.
* Growth mindset and a “can‑do” attitude, embracing continuous learning and improvement.
* Servant‑leadership approach, supporting team goals and customer outcomes with humility and accountability.
* Ability to work independently and as part of a team, managing tasks with minimal supervision while collaborating effectively.
* Understanding of regulatory and compliance standards relevant to medical devices and laboratory environments.
* Proficiency in documentation and reporting, ensuring accurate service records and communication with stakeholders.
* Problem‑solving mindset, able to think critically and creatively to resolve technical issues under pressure.
* Valid UK driving licence.
Salary and Benefits
£42,000 – £50,000 + bonus + benefits.
Equal Opportunity Employer
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, colour, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.
For most roles, a minimum of 4 days of in‑office presence per week is required. Remote or field‑based positions will have different arrangements indicated in the job posting.
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