Our Client
We have the pleasure of working with a UK leader in the supply, support, and service of high-performance laser systems used in ophthalmology and aesthetic medicine. Established in 1991, this company is known for technical excellence, customer focus, and long-term partnerships with leading global manufacturers
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With the planned retirement of a long-serving team member, they are hiring a Technical Service Support Manager to lead their service function into its next phase — combining field engineering leadership, technical coordination, and internal capability development.
Purpose of the Role
This is a hands-on technical leadership role designed to support engineers, maintain product knowledge across the team, and ensure quality across all technical services. You will take the lead on field escalation issues, technical communication with manufacturer partners, and in-house engineering standards.
The successful candidate will be involved in structured succession planning and will work closely with the outgoing team member to ensure a smooth transition.
Key Responsibilities
Provide day-to-day onsite support for engineers with fault finding, diagnostics, and service strategies
Act as the primary escalation point for technical
issuesLead service meetings, ensure protocol compliance, and coordinate product
updatesManage workshop operations including tools, safety, and return-to-base diagnostics
Liaise with global manufacturing partners to resolve service challenges
Attend technical meetings and feedback key updates to the engineering team
Track and report recurring field issues and initiate corrective actions
Train and mentor field engineers on technical processes and equipment
Develop internal documentation and training materials
Assist with technical onboarding of new hires and third-party engineers
Provide preventative maintenance and breakdown service during the transition phase
Deliver field support when advanced issues require direct intervention
Review new principal opportunities and provide input into technical due diligence
Candidate Requirements
Experience
Minimum 5 years field service engineering
Minimum 3 years in a technical leadership or management support role
Experience working directly with manufacturers or supplier technical teams
Technical Skills
Strong electronics troubleshooting (analogue, digital, HV circuitry)
Qualified to at least HNC/HND level in Electrical & Electronic Engineering
Familiarity with medical or aesthetic laser systems preferred
Attributes
Calm under pressure, structured, and methodical
Capable of guiding engineers and communicating across levels
Commercially aware and highly customer-focused
Willing to travel and lead by example
Benefits
Competitive salary
20 days annual leave (rising to 25)
Statutory Pension Scheme
Employee Life Insurance
Company vehicle and travel expenses
Training with advanced laser equipment and manufacturer systems
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