Senior Technical Support & Service Engineer
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Position Overview
As an equipment & ancillaries role by MESM, you will report to our Global Service Manager (GSM) and work closely with associates to support our valued customers and their global clinical studies. This role is based at site 007 – UK – Chorley in the IHE (In‑House Engineering) workshop.
Key Responsibilities
* Provide a comprehensive clinical trial value‑added equipment service, including commissioning, maintenance, calibration, repair, management services, and technical support.
* Assist in the management of risk associated with medical equipment; involve training, investigations, new product introductions/evaluations, testing, calibration, service & repair of a range of medical & laboratory equipment, and act as interface between users and other outside agencies/suppliers.
* Support R&D and innovation work of the IHE business function.
* Supervise more junior staff assigned to this group.
Severity of Technical Support Activitiesh3>
* Head up our technical support activities, ensuring timely resolution of technical issues and maintaining high customer satisfaction.
* Serve as the primary escalation point for complex technical issues.
* Provide & receive complex technical information, instructions & advice for all aspects of medical/laboratory equipment.
* Discuss complex technical matters with internal associates & equipment suppliers.
* Communicate with end users of equipment on safety & risk.
* Assist in the investigation of adverse incidents, communicating with customers/users, outside agencies & suppliers.
* Exchange & manage confidential, sensitive, or contentious information as directed.
* Agree timescales and deadlines with stakeholders/users for access & return of medical equipment after interventions.
* Interact with co‑associates internally & with outside suppliers/agencies.
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* Compile reports & conduct analysis of data in line with KPI’s as requested by manager.
* Analyze situations/information to identify & resolve problems; interpret & compare information & data to investigate adverse incidents.
* Manage shared technical support mailbox.
* Stay current with product updates, industry trends, and emerging technologies/services.
>Monitor support metrics and KPI’s to ensure high‑level satisfaction.
Engineering Responsibilities
* Perform a wide range of technical duties on complex clinical trial equipment ensuring optimum effectiveness, reliability, availability & safety.
* Demonstrate competency in the use of all applicable test equipment and tools for infusion systems, patient monitoring equipment, diagnostic EKGs, ambulatory EKGs, Holter and stress systems, ophthalmic equipment, centrifuges, refrigeration equipment, point‑of‑care devices, and hematology analyzers.
* Knowledge of a wide range of sciences including electronics (analogue & digital), computer science/networking, mechanical engineering design.
Quality Management Systems (QMS) Responsibilities
* Assist with the business’s continued registration with ISO9001.
* Contribute to development of protocols & procedures as needed to improve service delivery, working in partnership with the IHE QMS lead.
* Develop and implement technical support processes, documentation & best practices.
* Maintain & ensure accurate and appropriate departmental records.
* Support our GSM and IHE QMS lead.
Business Systems (RBS) Responsibilities
* Help eliminate waste to increase value for stakeholders.
* Demonstrate ability to manage multiple priorities in a demanding environment.
* Plan own workload to meet performance targets and deadlines.
Analytical Judgement
* Play a pivotal role in ensuring governance excellence in the use, training, maintenance and support of laboratory & medical devices.
* Analyze complex problems, situations and information, making informed judgments and recommendations for continual improvement of patient safety.
* Contribute to decisions/judgments involving situations where expertise is required, considering health & safety and conflicting demands.
General Skills
* Purposeful, energetic, initiative‑taking, and a resolute collaborator.
* Proven problem solving and leadership skills.
* Exhibits initiative, attention to detail and follow through.
* Ability to learn industry regulations and Resonant’s proprietary systems.
* Committed to the highest standards of customer satisfaction and providing the ultimate customer experience.
* Exceptional knowledge of Microsoft Office Suite; experience working with other computer applications (such as databases) preferred.
* Excellent verbal, written, presentation, and interpersonal communication skills.
Main Duties, Responsibilities and Deliverables
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, review product specifications and utilise 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 resolve 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.
* Participate as part of cross‑functional team associated with the customer intimacy programmes; 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.
* Assist with IHE inventory receipts and inventory counts.
In‑House Engineering (IHE)
* Inform management/other stakeholders of the status of repairs, scheduled inspections, unusual situations, and any customer concerns.
* Maintain expertise through ongoing training and education; must be willing to travel for training opportunities domestically and internationally.
* Ensure all service documentation is completed in a timely manner and accurately maintained within the company ERP system.
* Assist with special projects as assigned.
Lab / Biomedical
* Perform routine maintenance and calibration on lab/biomedical equipment.
* Conduct safety tests to ensure compliance with healthcare 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 medical devices.
* Update technical knowledge through ongoing education and training.
* Develop and implement preventive maintenance schedules.
* Keep abreast of innovative technologies and industry best practices.
Seniority level
Mid‑senior level
Employment type
Full‑time
Job function
Information Technology
Industries
Research Services
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