Job Description Summary Resonant Clinical Solutions offer a full range of clinical trial services that cover every step, from discovery to delivery. Our portfolio of custom kitting, equipment & ancillary solutions, plus biorepository & archiving services stands at the ready - to serve any trial, of any size, anywhere in the world. Our IHE (In-House Engineering) Team is dedicated to advancing clinical research by ensuring the accuracy and reliability of essential trial equipment. We support patient safety and data integrity through expert calibration, service, and repair of laboratory and refrigeration products & services used in clinical trials. In this equipment & ancillaries role by MESM, you will report to our GSM (Global Service Manager) and will work closely with fellow associates to support our valued customers & their global clinical studies. This role is based at our site 007 – UK – Chorley working within the IHE (In-House Engineering) workshop. The post holder will provide a comprehensive clinical trial value-added equipment service including: commissioning maintenance calibration repair management services technical support This element of work will be working hands-on to support a wide range of clinical specialties, whilst assisting with our business product lifecycle management. This role is also critical in ensuring the proper functioning of laboratory and cold-chain equipment through timely calibration, maintenance, and repair—all performed in-house. You will help maintain the highest standards of quality and compliance, supporting patient safety and trial success. POSITION PROFILE (Main purpose of position and interdependencies) Technical Support: Provide Technical Support for laboratory and refrigeration equipment (e.g., fridges, freezers, centrifuges, scales, balances, incubators, temperature monitoring systems). Service Repair: Perform routine and corrective maintenance on laboratory and refrigeration equipment (e.g., fridges, freezers, centrifuges, scales, balances, incubators, temperature monitoring systems). Diagnose faults and conduct repairs efficiently to minimize downtime. Calibration: Conduct accurate calibration of temperature-controlled and other lab devices per SOPs and regulatory standards (e.g., GxP, ISO 17025, etc.). Document all calibration activities and ensure compliance with internal and regulatory requirements. Quality & Compliance: Maintain detailed service records and calibration certificates. Ensure all work meets applicable Good Clinical Practice (GCP) and manufacturer specifications. Participate in audits and inspections as needed. Inventory & Workflow Management: Support business delivery OTIF (KPI’s) Manage tools, parts, and calibration standards. Support scheduling and prioritization of in-house engineering job requests. Collaboration: Work closely with quality assurance, warehouse, logistics, and customer service teams to ensure smooth workflows and exceptional client support. Provide technical input for equipment upgrades and purchasing decisions. MAJOR JOB DUTIES, RESPONSIBILITIES AND DELIVERABLES (KPIs) Account Management Build and maintain internal and external customer relationships. Adhere to Mission, Vision, and Values of our organization. Provide a positive representation of Resonant Clinical Solutions by integrating core values into job performance. Technical Support Research technical documents, reviews product specification and utilize resources such as technical monographs, company R&D experts, in-house databases, and personal technical background to communicate information to internal & external IHE customers. Triage and resolves internal / external customers’ technical issues related to quality, applications, products, and delivery systems. Participate in designing/improving information collection, documentation and archiving processes with other departments including but not limited to Marketing, Sales, Operations and Quality Assurance. Participate as part of cross functional team associated with the customer intimacy programs; responsibilities may include project management, data collection and review, hosting and participating in recurring meetings, and issuing meeting minutes. Perform other duties as assigned with or without accommodation. Respond to customers’ complex technical inquiries (via telephone, email, and live chat) pertaining to the company’s product lines. Responsible for cleaning and disinfecting routine, cleans, sanitizes and maintains records associated with each serialized equipment record to abide by all regulations. Assist with IHE inventory receipts and inventory counts. IHE (In-House Engineering) To lead daily IHE stand up meeting / huddles Inform management / other stakeholders of the status of repairs, scheduled inspections, unusual situations and any customer concerns. Work with, direct and document the activities of subcontractors / outside services whilst working on-site in Chorley UK. Maintain expertise through ongoing training and education. Also, must be willing to travel for training opportunities domestically and internationally. Responsible for ensuring all service documentation is completed, timely and accurately by maintaining the accuracy and integrity of the company ERP system to include the following: inventory, service history, documented results and relevant transactions. Respond to Equipment Recalls and Alerts as directed by GSM & Corporate QA Assist with special projects as assigned. Refrigeration & Laboratory Perform routine maintenance and calibration on refrigeration & laboratory equipment. Repair and troubleshoot malfunctioning devices. Conduct safety tests to ensure compliance with relevant standards. Document all maintenance and repair activities. Collaborate with manufacturers for advanced troubleshooting. Assess equipment for upgrades or replacements. Maintain an inventory of spare parts and tools. Ensure all equipment meets regulatory and accreditation standards. Assist in the evaluation of new products. Update technical knowledge through ongoing education and training. Develop and implement preventive maintenance schedules. Keep abreast of new technologies and industry best practices Required: QUALIFICATIONS (Education/training, experience, and certifications) Proven experience in laboratory or refrigeration equipment installation, fault finding, maintenance, calibration & repair. Good practical understanding of refrigeration principles & theory including low temperature units (-80°C / cascade systems). Strong technical skills in diagnosing and repairing lab and cold-chain devices. Understanding of regulatory requirements for clinical or lab environments (e.g., GCP, GMP, ISO standards). Excellent documentation and record-keeping skills. Proficient in the use of calibration tools and diagnostic equipment. H, S & E Training Preferred: Calibration / testing qualification (IQ, OQ & PQ). Certification in refrigeration or HVAC (e.g., F-Gas, EPA 608, Hydrocarbon). Experience in a clinical research or GxP-regulated environment. Familiarity with calibration software and digital documentation tools. KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently) Essential: Evidence of continued professional development e.g. attendance at training courses (manufacturer & specialist). Experience of QMS: ISO 9001. Knowledge of relevant legislation, technical & quality national / global standards. Understanding of the risks to patients & staff arising from the use of a wider range of laboratory / medical products. Electrical / electronic experience. Knowledge of the operation & maintenance of medical / laboratory products. Ability to organise own workload Ability to work without supervision using own initiative on low, medium & high-risk equipment. Good communicator orally and written. Understanding of clinical measurements / procedures. Physically fit to undertake tasks involving frequently lifting & moving equipment. Create & maintain effective professional relationships. Responsive & flexible attitude & approach. Desirable: Experience of ISO 17025. Experience of MS Office 365. General: Experience with a wide range of refrigeration / laboratory equipment. Strong analytical and problem-solving skills. Proficiency with diagnostic software and tools. Excellent communication and interpersonal skills. Ability to work under pressure and handle emergencies. Knowledge of relevant regulations and standards. Prior experience in an engineering workshop setting. Proficiency in reading and interpreting technical manuals. High school diploma or equivalent. Strong understanding of electrical, electronics and mechanical systems. Ability to read and interpret engineering schematics. Detail-oriented with strong organizational skills. Computer skills, including proficiency with MS Office. Ability to work independently and as part of a team. Willingness to continually update technical skills. ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under typical positions) Physical ability to lift and move equipment. May need to lift equipment, parts, or boxes weighing up to 25 Kg. Good hand and finger dexterity to use hand tools and work with small components. A moderate level of physical effort in their work. This includes lifting, bending, walking, and standing for extended periods, as well as some exposure to potential hazards. ORGANIZATION CHART (Current and future) The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job. If the duties of the post change and develop, the job description will be reviewed and will be subject to amendment, in consultation with the post holder. It is the businesses aim to reach an agreement on reasonable changes, but if agreement is not possible the business reserves the right to effect changes to the post holders job description after consultation with them. Appropriate notice of such changes will be given. How Will You Make An Impact & Requirement This role is also critical in ensuring the proper functioning of laboratory and cold-chain equipment through timely calibration, maintenance, and repair—all performed in-house. You will help maintain the highest standards of quality and compliance, supporting patient safety and trial success. POSITION PROFILE (Main purpose of position and interdependencies) Technical Support: Provide Technical Support for laboratory and refrigeration equipment (e.g., fridges, freezers, centrifuges, scales, balances, incubators, temperature monitoring systems). Service Repair: Perform routine and corrective maintenance on laboratory and refrigeration equipment (e.g., fridges, freezers, centrifuges, scales, balances, incubators, temperature monitoring systems). Diagnose faults and conduct repairs efficiently to minimize downtime. Calibration: Conduct accurate calibration of temperature-controlled and other lab devices per SOPs and regulatory standards (e.g., GxP, ISO 17025, etc.). Document all calibration activities and ensure compliance with internal and regulatory requirements. Quality & Compliance: Maintain detailed service records and calibration certificates. Ensure all work meets applicable Good Clinical Practice (GCP) and manufacturer specifications. Participate in audits and inspections as needed. Inventory & Workflow Management: Support business delivery OTIF (KPI’s) Manage tools, parts, and calibration standards. Support scheduling and prioritization of in-house engineering job requests. Collaboration: Work closely with quality assurance, warehouse, logistics, and customer service teams to ensure smooth workflows and exceptional client support. Provide technical input for equipment upgrades and purchasing decisions. MAJOR JOB DUTIES, RESPONSIBILITIES AND DELIVERABLES (KPIs) Account Management Build and maintain internal and external customer relationships. Adhere to Mission, Vision, and Values of our organization. Provide a positive representation of Resonant Clinical Solutions by integrating core values into job performance. Technical Support Research technical documents, reviews product specification and utilize resources such as technical monographs, company R&D experts, in-house databases, and personal technical background to communicate information to internal & external IHE customers. Triage and resolves internal / external customers’ technical issues related to quality, applications, products, and delivery systems. Participate in designing/improving information collection, documentation and archiving processes with other departments including but not limited to Marketing, Sales, Operations and Quality Assurance. Participate as part of cross functional team associated with the customer intimacy programs; responsibilities may include project management, data collection and review, hosting and participating in recurring meetings, and issuing meeting minutes. Perform other duties as assigned with or without accommodation. Respond to customers’ complex technical inquiries (via telephone, email, and live chat) pertaining to the company’s product lines. Responsible for cleaning and disinfecting routine, cleans, sanitizes and maintains records associated with each serialized equipment record to abide by all regulations. Assist with IHE inventory receipts and inventory counts. IHE (In-House Engineering) To lead daily IHE stand up meeting / huddles Inform management / other stakeholders of the status of repairs, scheduled inspections, unusual situations and any customer concerns. Work with, direct and document the activities of subcontractors / outside services whilst working on-site in Chorley UK. Maintain expertise through ongoing training and education. Also, must be willing to travel for training opportunities domestically and internationally. Responsible for ensuring all service documentation is completed, timely and accurately by maintaining the accuracy and integrity of the company ERP system to include the following: inventory, service history, documented results and relevant transactions. Respond to Equipment Recalls and Alerts as directed by GSM & Corporate QA Assist with special projects as assigned. Refrigeration & Laboratory Perform routine maintenance and calibration on refrigeration & laboratory equipment. Repair and troubleshoot malfunctioning devices. Conduct safety tests to ensure compliance with relevant standards. Document all maintenance and repair activities. Collaborate with manufacturers for advanced troubleshooting. Assess equipment for upgrades or replacements. Maintain an inventory of spare parts and tools. Ensure all equipment meets regulatory and accreditation standards. Assist in the evaluation of new products. Update technical knowledge through ongoing education and training. Develop and implement preventive maintenance schedules. Keep abreast of new technologies and industry best practices Required: Proven experience in laboratory or refrigeration equipment installation, fault finding, maintenance, calibration & repair. Good practical understanding of refrigeration principles & theory including low temperature units (-80°C / cascade systems). Strong technical skills in diagnosing and repairing lab and cold-chain devices. Understanding of regulatory requirements for clinical or lab environments (e.g., GCP, GMP, ISO standards). Excellent documentation and record-keeping skills. Proficient in the use of calibration tools and diagnostic equipment. H, S & E Training Preferred: Calibration / testing qualification (IQ, OQ & PQ). Certification in refrigeration or HVAC (e.g., F-Gas, EPA 608, Hydrocarbon). Experience in a clinical research or GxP-regulated environment. Familiarity with calibration software and digital documentation tools. KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently) Essential: Evidence of continued professional development e.g. attendance at training courses (manufacturer & specialist). Experience of QMS: ISO 9001. Knowledge of relevant legislation, technical & quality national / global standards. Understanding of the risks to patients & staff arising from the use of a wider range of laboratory / medical products. Electrical / electronic experience. Knowledge of the operation & maintenance of medical / laboratory products. Ability to organise own workload Ability to work without supervision using own initiative on low, medium & high-risk equipment. Good communicator orally and written. Understanding of clinical measurements / procedures. Physically fit to undertake tasks involving frequently lifting & moving equipment. Create & maintain effective professional relationships. Responsive & flexible attitude & approach. Desirable: Experience of ISO 17025. Experience of MS Office 365. General: Experience with a wide range of refrigeration / laboratory equipment. Strong analytical and problem-solving skills. Proficiency with diagnostic software and tools. Excellent communication and interpersonal skills. Ability to work under pressure and handle emergencies. Knowledge of relevant regulations and standards. Prior experience in an engineering workshop setting. Proficiency in reading and interpreting technical manuals. High school diploma or equivalent. Strong understanding of electrical, electronics and mechanical systems. Ability to read and interpret engineering schematics. Detail-oriented with strong organizational skills. Computer skills, including proficiency with MS Office. Ability to work independently and as part of a team. Willingness to continually update technical skills. ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under typical positions) Physical ability to lift and move equipment. May need to lift equipment, parts, or boxes weighing up to 25 Kg. Good hand and finger dexterity to use hand tools and work with small components. A moderate level of physical effort in their work. This includes lifting, bending, walking, and standing for extended periods, as well as some exposure to potential hazards. ORGANIZATION CHART (Current and future) The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job. If the duties of the post change and develop, the job description will be reviewed and will be subject to amendment, in consultation with the post holder. It is the businesses aim to reach an agreement on reasonable changes, but if agreement is not possible the business reserves the right to effect changes to the post holders job description after consultation with them. Appropriate notice of such changes will be given.