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Product Support Specialist

Location: Crawley Salary: £45000 - £50000 per annum
Sector: Medical Devices Specialism:
Type: Permanent Contact: Matt Henocq

Product Support Specialist

Description -

The Product Support Specialist is a varied office based role, which includes:

  • Providing technical support (remotely and on site) to my clients field service engineers, including distributors and regional support teams
  • Identifying trends from machine data and my clients CRM tool to create product improvements as well as training recommendations
  • Ensuring Service Support requirements are provided to projects for inclusion in product development
  • Validation of new products/procedures
  • Identifying and helping to develop new ways to maintain my cleitns equipment
  • Ensuring problems and their cost to my client are visible to the business and prioritised accordingly
  • Driving improvements to Service processes

Responsibilities -

Reliability Centred Maintenance

  • To manage the RCM queue and review new suggestions with the subject matter experts, including Service Support, Engineering, Global Service, and regional specialists
  • To lead the evaluation and test of RCM suggestions on Linacs and emulators
  • To create business cases for proposed RCM triggers, using data from my clients CRM system and remote monitoring data
  • To prioritise, maintain and promote accepted business cases


  • To collate, categorise and maintain requirements for Service Support, including high level and detailed requirements
  • Be the contact point for Service Support to provide requirements to projects

Problem Management

  • To monitor and maintain the Problem Management data
  • Ensure parent cases are up to date, and communicated to the regions
  • Review child cases for relevance
  • Working with the RRT to promote in PPRs

Service Business Change & Technology

  • To represent Business Line Linac with regards to case handling and improvements/changes
  • To manage assigned Business Change Requests to release


  • To provide fourth line technical support for radiotherapy products to the regional field service engineers, including remote support and 'fly and fix' site work globally at short notice
  • Carry out on site audits of customer equipment
  • To lead assigned cases and drive the investigation

Trending & Improvements

  • To monitor and report on the performance of case trend and field performance, with recommendations
  • To trend field reporting data to lead improvement initiatives to drive Service strategies


  • To act in a positive and professional manner, and to identify and apply best practice.
  • To understand the Service Business and cost drivers and make informed decisions in line with these.
  • To support Service Support and PQ&S colleagues

Relevant Knowledge, skills and competencies -

  • Minimum HNC/HND in an engineering discipline (electrical/electronics, software, mechanical)
  • Ideally, field service experience with knowledge of radiotherapy equipment

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

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