Medical Device SME - Subject Matter Expert, Technical Support & Service Engineer

Job Description Summary

Who We Are & What We Do

We are a global life sciences solutions provider, delivering agile clinical trial and diagnostic services that help our customers navigate the complexities of life‑changing innovation.

With over 40 years of experience in custom kitting and clinical trial support, our Clinical Services team combines deep technical and regulatory expertise with a strong track record of delivering high‑quality products and tailored solutions that our customers trust.

Based in Chorley, our Equipment & Ancillaries team provides a truly global service, sourcing and supplying medical and laboratory equipment to meet the unique needs of each study. From single-site trials to complex, multi-country programmes, we ensure our customers have the right equipment, in the right place, at the right time, enabling them to focus on delivering successful clinical outcomes, wherever their trials take place.

How will you make an impact & Requirement

Role Mission

As a Medical Device SME  – Technical Support & Service Engineer, you will serve as the technical authority within the In-House Engineering (IHE) team, providing expert support across a diverse portfolio of clinical trial equipment. You will lead technical escalations, drive service excellence, support innovation and product development initiatives, and ensure the highest standards of quality, compliance, and customer satisfaction.

This role combines hands-on engineering expertise with technical leadership, training, mentoring, and continuous improvement, helping Resonant strengthen its position as a trusted technical partner within the clinical trials industry.

Key Responsibilities

• You will serve as the technical authority within the In-House Engineering (IHE) team, providing expert support across a diverse portfolio of medical device / clinical trial equipment.

• You will lead medical device (see *below) technical escalations, drive service excellence, support innovation and product development initiatives, and ensure the highest standards of quality, compliance, and customer satisfaction.

• This role combines hands-on engineering expertise with technical leadership, training, mentoring, and continuous improvement, helping Resonant strengthen its position as a trusted technical partner within the clinical trials industry.

• Lead the team’s medical device technical support activity and act as the primary escalation point for complex technical issues, ensuring timely resolution and high customer satisfaction.

• Provide complex technical advice on medical equipment to internal and external customers via phone, email and live chat, and triage issues spanning quality, applications, products and delivery systems.

• Maintain, calibrate and safety-test a wide range of biomedical devices — including  *infusion pumps (ambulatory, syringe and volumetric) and patient monitors to diagnostic and ambulatory EKGs, Holter and stress systems, ophthalmic equipment, centrifuges, refrigeration, POC devices and haematology analysers.

• Develop and implement preventive maintenance schedules, document all service activity accurately within the ERP, and keep management informed of repair status and customer concerns.

• Investigate adverse medical device incidents and advise customers on equipment safety and risk, liaising with customers, outside agencies and suppliers on sensitive or contentious matters.

• Assess equipment for upgrade or replacement, manage spare-parts and tooling inventory, and collaborate with manufacturers on advanced troubleshooting.

• Act as IHE lead for technical and clinical training on a global basis, and develop value-added service (VAS) offerings and training content, including tutorials, guides, videos and voice-overs.

• Support R&D and innovation, including new product introductions and the evaluation and assessment of new medical devices.

• Supervise, mentor and develop more junior engineers in the team.

• Compile and analyse data against KPIs, and champion quality, ISO 9001 compliance, best-practice processes and continuous improvement across the function.

What We’re Looking For 

We're looking for a highly experienced engineering professional with strong technical expertise, leadership capability, and a passion for customer service. You will be comfortable acting as a technical authority, training others, and solving complex engineering challenges in a regulated environment. 

This role is ideal for someone who enjoys balancing hands-on engineering work with technical leadership, innovation, and continuous improvement. 

Essential skills and experience: 

• Degree, HND, HNC, or equivalent experience in Engineering, Biomedical Engineering, Electronics, or a related technical discipline. 

• Minimum of 5 years' experience in technical support, service engineering, biomedical engineering, or a related engineering field. 

• Strong experience servicing, maintaining, troubleshooting, and calibrating medical, laboratory, or clinical trial equipment. 

• Extensive knowledge of medical devices. 

• Experience working with equipment such as infusion pumps, ECG systems, patient monitoring devices, refrigeration equipment, centrifuges, and laboratory instrumentation. 

• Experience creating training materials, user guides, e-learning content, or instructional videos. 

• Strong electrical, electronic, and mechanical engineering knowledge. 

• Ability to interpret technical schematics, manuals, specifications, and engineering documentation. 

• Experience operating within regulated environments and quality systems, including ISO 9001 and healthcare-related standards. 

• Excellent analytical, troubleshooting, and problem-solving capabilities. 

• Strong communication, presentation, and interpersonal skills. 

• Proven ability to work independently, prioritise workload, and manage multiple technical activities simultaneously. 

• Experience delivering technical training and supporting end users. 

• Proficiency with diagnostic software, calibration tools, databases, ERP systems, and Microsoft Office applications. 

• Demonstrated leadership, mentoring, or supervisory experience. 

• Commitment to continuous professional development and technical learning. 

• Physically capable of working in a workshop environment, including lifting and moving equipment up to 25kg. 

• Willingness to travel domestically and internationally when required. 

Desirable (but not essential): 

• Experience working within clinical trials, life sciences, pharmaceutical, biotechnology, or healthcare sectors. 

• Experience working within EBME, OEM, or commercial service engineering environments. 

• Knowledge of ISO 9001, ISO 17025 and/or ISO 13485 standards. 

• Experience of service / support of laboratory instrumentation, and associated technologies. 

• Project management experience and involvement in technical improvement programmes. 

• Experience supporting research, innovation, or new product development initiatives. 

• Previous responsibility for managing technical support functions, service desks, or escalation processes. 

• Supervisory or team leadership experience. 

• Experience with preventative maintenance programmes for medical devices including infusion systems and general clinical equipment. 

• Fluency in an additional language. 

• Advanced knowledge of Microsoft Office 365 and data analysis tools. 

What We Offer 

At Resonant, we’re more than a leading life sciences company, we’re a global team united by a shared purpose: the uncompromising pursuit of quality to help our customers move science forward.  

When you join us, you become part of a growing global community of more than 850 dedicated professionals. In return for your skills, knowledge, and experience, we are committed to helping you thrive, offering access to high-quality learning, development, and career progression opportunities so you can reach your full potential.  

This role is based on-site, with a requirement to work from the office for 5 days per week .  

Our competitive reward package includes, following qualifying periods:  

• Healthcare coverage  

• Pension scheme  

• Flexible working options  

• Associate engagement activities and wellbeing initiatives  

• Generous annual leave, plus an extra day off to celebrate your birthday 

Join Us 

Whether you bring a background in life sciences or proven operational expertise, this is your opportunity to be part of a collaborative, high-performing team making a real difference. 

If you’re ready to take the next step in your career and help clients move their life science programmes forward with clarity and purpose—we’d love to hear from you. 

Apply now and join Resonant.