Product Support Engineer – Hertford (England)

Sat, 09 Apr 2022 05:46:00 GMT
Hertford, England
Job Type



Exciting new opportunity for a technically minded, Product Support Engineer. If you are looking for a rewarding new role with a rapidly growing organisation, then this is the position for you!

At Spacelabs Healthcare, we are on a mission to provide continuous innovation in healthcare technology for better clinical and economic outcomes. Our scalable solutions deliver critical patient data across local and remote systems, enable better-informed decisions, increase efficiencies, and create a safer environment for patients.

Why work at Spacelabs? Because lives depend on you!

The Product Support Engineer will fulfil a lead internal Service role, satisfying customer and field service demand for after sales support on Spacelabs full range of equipment and associated software. This includes the direct provision of maintenance and repair along with telephone support.

What’s on Offer?

  • Competitive salary
  • Pension plan
  • Opportunity to join a leading, trusted organisation
  • Excellent working environment

Key Responsibilities of the Product Support Engineer:

  • Ensure customer satisfaction from the moment of sale onwards.
  • Communicate effectively with other departments within the Company in a professional manner.
  • Ensure relevant documentation is fully completed in an accurate and timely manner.
  • Builds strong rapport and relationships with customers through customer focused mindset.
  • Responds to routine enquiries from customers about the technical aspects of products and services.
  • Adherence to health and safety practices and procedures.
  • Fulfil a lead role within our internal service team, required to provide a flexible response to the varying peaks and troughs in workload, caused by breakdown and maintenance demand.
  • Direct provision of high-level support to distributors, customers, and colleagues on the occasions when advanced technical and operating procedure familiarity is required.
  • Troubleshoot issues across networking, desktop, mobile and other IT infrastructure systems.
  • Engaging with other teams to ensure the required deliverables are being provided and met effectively.
  • Pro-actively contribute to troubleshooting of day-to-day internal challenges to resolve issues and drive forward a positive outcome.
  • To assist with testing and quality control of all new devices prior to dispatch.

Skills & Experience Required:

  • HNC or equivalent in Electronics/electrical engineering.
  • A Second language in either: Spanish, Italian, French or German would be highly desirable
  • Excellent engineering capability with good communication and organisational skills.
  • Sound judgement is required in the analysis of technical, operational, and logistic problems.
  • Experience gained in customer focused service organization maintaining sophisticated electronic hardware and software.
  • Travel: Domestic travel for customer sites is required <50%.
  • Must be able to complete job responsibilities working with global time zone needs such as attending late night/early morning meetings by phone and/or web to meet global business needs: <15%.
  • Required to register with a vendor credentialing service.
  • Must maintain a good driving record and be insurable per company policy.
  • Basic SQL Knowledge.
  • Knowledge of Health and Safety.
  • Networking background would be advantageous.
  • Experience with medical messaging protocols (HL7 and DICOM).
  • Experience with web-based (IIS) systems is highly desirable.
  • Knowledge of Windows Operating Systems.


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