Product Support Engineer

Instinctive Ltd is a specialist provider of high-performance medical laser and energy-based systems for the ophthalmic and aesthetic sectors throughout the UK and Ireland. We partner with leading global manufacturers and pride ourselves on delivering exceptional technical support, service excellence, and customer satisfaction.
As our business continues to grow, we are seeking an experienced Product Support Engineer to become the technical backbone of our service operation, supporting both our field engineering team and customer service department
The Product Support Engineer will act as the central technical resource within the organisation, providing advanced troubleshooting, technical guidance, manufacturer liaison, and operational support.
This role combines practical engineering knowledge with strong communication and organisational skills. The successful candidate will support field engineers with technical escalations, assist the customer service team with service reports and technical documentation, manage manufacturer case activity, and oversee workshop facilities, calibration programmes, tooling, and engineering resources.
This is an excellent opportunity for an engineer looking to leverage their technical expertise in a less travel-intensive role while remaining closely involved with cutting-edge medical technology.
Key Responsibilities
Technical Support & Case Management
Provide second-line technical support to field service engineers
Assist engineers with fault diagnosis, troubleshooting, and repair strategies
Review technical findings and recommend corrective actions
Escalate complex cases to manufacturing partners where required
Manage technical support cases through to resolution
Maintain accurate technical records and service documentation
Develop and maintain internal technical knowledge bases
Customer Service Support
Review and validate service reports before customer release
Assist customer service teams with technical queries and responses
Support preparation of quotations for repairs, upgrades, and technical modifications
Help produce customer-facing technical reports and recommendations
Ensure documentation complies with manufacturer and regulatory requirements
Manufacturer Liaison
Act as the primary technical point of contact for manufacturing partners
Manage warranty claims and technical escalations
Communicate product updates, service bulletins, field actions, and software releases to internal teams
Participate in manufacturer technical review meetings and training programmes
Monitor product performance trends and communicate findings internally
Workshop, Facilities & Resource Management
Manage workshop tooling, test equipment, and service assets
Maintain calibration schedules and service records for all test equipment
Coordinate repair and maintenance of workshop equipment
Ensure availability of engineering tools, consumables, and spare parts
Support fleet test equipment management and deployment
Maintain workshop organisation, safety, and operational readiness
Engineering Operations Support
Assist with service process improvements and quality initiatives
Support new product introductions and service readiness activities
Coordinate engineering training requirements
Monitor engineering resource requirements and equipment availability
Support compliance with laser safety, quality, and regulatory requirements
Essential Skills & Experience
Technical
HNC/HND, Degree, or equivalent qualification in:
Electronic Engineering
Electrical Engineering
Biomedical Engineering
Medical Engineering
Strong electronic fault-finding and diagnostic skills
Experience reading schematics and technical documentation
Understanding of medical device servicing and maintenance
Knowledge of calibration principles and test equipment
Proficiency with PC-based diagnostics and technical software
Industry Experience
Minimum 3 years' experience in a technical engineering role
Experience supporting field service activities
Experience working with capital medical equipment or complex electronic systems
Knowledge of regulated environments and quality procedures
Desirable
Medical laser experience
Laser safety training
Optical systems experience
Experience supporting aesthetic or ophthalmic technologies
Previous manufacturer liaison experience
Experience with CRM/FSM systems and service management software
Core Competencies
Advanced troubleshooting and diagnostic ability
Strong customer focus and professionalism
Effective written and verbal communication
Ability to manage multiple technical cases simultaneously
Organised and detail-oriented approach
Strong problem-solving mindset
Collaborative team player
Ownership and accountability

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