Product Support Engineer

Job Reference: WM – 2400

Location: Cambridge

Salary: Up to £40,000

Job Type: Permanent

Job Description

Product Support Engineer


  • Troubleshooting and resolving technical problems that Field Service Engineers face with customers all over the world
  • Ensuring that customer technical issues are dealt with in a timely fashion and communicated effectively to all stakeholders
  • Supporting other Product Support Engineers, helping to develop their knowledge and skills and acting as a technical expert on our system
  • Keeping accurate records, in line with the Company’s Quality Management System, and ensuring that quality standards are maintained and improved upon
  • Taking responsibility for providing remote technical support to Field Service Engineers and ensuring the safety and quality of our systems
  • Leading and managing projects and tasks to improve the support we provide to our customers
  • Championing best practice for an operational support team and developing and leading ingenious improvements to our support for our Field Service Engineers
  • Investigation of critical issues on our surgical robotic systems using root cause analysis methods
  • Capturing knowledge, and writing documentation to help service engineers carry out re-pairs in the field
  • Working with internal teams to escalate, investigate and resolve is-sues and implement fixes and containment actions rapidly
  • Developing the reliability of the system by designing maintenance methods, understanding failure modes and working to reduce the need for reactive maintenance

About You:

  • 3 or more years’ experience of troubleshooting and resolving technical problems under time pressure
  • The ability to work independently, leading the team’s work in a region, showing maturity, judgement and exceptional time management to work without oversight
  • A proven track record of delivery of projects, communicating with stakeholders and sharing les-sons learned
  • Experience authoring and reviewing technical documents and familiarity with document management, approval and version control processes
  • A strong problem-solving mindset, evidence of using root cause analysis and risk management methods such as Fault Tree Analyses, Ishikawa diagrams and FMEAs
  • Excellent written and spoken English and an ability to work with others for whom English is not their first language
  • Experience defining and establishing processes that meet the quality requirements of a medical devices business and allow the global team to work efficiently
  • Willingness to occasionally work out-of-hours to keep our service engineers supported and to work in hospitals from time to time
  • Systems engineering knowledge (to degree level or equivalent) allowing understanding of com-plex mechanical, electronic, software and control problems
  • Good written and spoken English is essential to at least IELTS-8, as is the ability to use Microsoft Office suite tools, including Excel, any foreign language is an advantage.
  • Relevant industry in one or more of the disciplines of Product Engineering/ Customer Support/ Reliability Engineering/ Research and Development.
  • Willing and eager to learn new skills and to teach those skills to others

Job Application:

If you would like to be considered for this role, please apply to send a copy of your full CV – or call us now.

Whilst this position may not be of interest to you or suit your skills and experience, please don’t hesitate to get in contact with a member of the team at Willcox Matthews to understand how we can support you.

We receive a large number of applications for all of our positions – Therefore, if you have not received a response within 10 working days, your application has unfortunately been unsuccessful on this occasion.

Candidates must be eligible to work and live in the UK