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 provide advanced technical expertise and leadership across laboratory and refrigeration equipment within the In-House Engineering (IHE) function. You will be responsible for ensuring the reliability, performance, and compliance of critical clinical trial equipment throughout its full lifecycle.

You will act as a trusted technical authority, supporting global clinical operations by delivering high-quality service, driving continuous improvement, and ensuring adherence to regulatory standards— ultimately contributing to patient safety and data integrity.

Key Responsibilities

Act as the Subject Matter Expert (SME) for medical, laboratory, and refrigeration equipment, including cold-chain systems and temperature-controlled devices

Deliver expert-level technical support, troubleshooting, and repair across a wide range of equipment ( e.g. freezers, incubators, centrifuges, balances, monitoring systems)

Perform and oversee installation, commissioning, calibration, preventative maintenance, and corrective servicing

Lead ISO 17025-aligned calibration activities, including IQ/OQ/PQ documentation and compliance

Support and coordinate daily workshop operations, including planning, prioritisation , and workflow optimisation

Lead team huddles and contribute to delivery against OTIF and operational KPIs

Maintain accurate and compliant service records, calibration certificates, and ERP system data

Act as a key technical contact during audits, inspections, and regulatory reviews

Conduct root cause analysis and implement sustainable corrective actions for recurring technical issues

Coordinate and oversee external vendors and subcontractors, ensuring service quality and compliance

Respond to technical escalations, customer enquiries, equipment recalls, and product alerts

Provide input into product lifecycle management, including evaluation, upgrades, and equipment selection

Act as the Health & Safety and COSHH lead within IHE, ensuring safe systems of work and compliance

Mentor and develop engineers, sharing knowledge and building technical capability across the team

Drive continuous improvement initiatives across processes, performance, and service delivery

What We’re Looking For

We’re looking for a highly experienced and hands-on technical expert with deep knowledge of medical devices and cold-chain equipment. You are confident operating in regulated environments, take ownership of complex challenges, and naturally lead and support others as a trusted SME.

This role suits someone who combines strong technical depth with a proactive mindset, a passion for quality and compliance, and a drive to continuously improve service performance.

Essential skills and experience:

Proven hands-on experience in installation, fault finding, maintenance, calibration, and repair of medical, laboratory, or refrigeration equipment

Strong technical expertise in laboratory, medical, and cold-chain systems, including a solid understanding of refrigeration principles and HVAC/building-related systems

Demonstrable experience with HVAC systems, including operation, maintenance, and troubleshooting within technical or regulated environments

Proven experience performing calibration activities aligned to ISO 17025, including IQ, OQ, and PQ validation processes

Advanced diagnostic and troubleshooting capability, with the ability to resolve complex technical issues across multiple equipment types

Experience working within regulated environments ( e.g. GxP , GCP, GMP, ISO standards), with a strong understanding of compliance requirements

High level of accuracy in documentation and record-keeping, ensuring all activities are fully traceable and audit-ready

Proficiency in using calibration tools, diagnostic equipment, and interpreting technical documentation

Strong electrical and/or electronic engineering knowledge, including the ability to read schematics and technical manuals

Experience coordinating vendors, subcontractors, and external service providers, ensuring quality and compliance

Proven ability to lead or support technical projects and contribute to continuous improvement initiatives

Strong organisational and prioritisation skills, with the ability to manage multiple activities independently

Excellent communication and stakeholder management skills

Demonstrated ability to mentor and support other engineers, acting as a technical SME

Strong awareness of Health, Safety & Environment (HSE ) and COSHH requirements

Experience using ERP systema and maintaining accurate engineering/service records

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

Commitment to continuous professional development and maintaining up-to-date technical knowledge

Desirable (but not essential):

Formal qualifications or additional certification in advanced metrology or calibration disciplines beyond core ISO 17025 requirements

Experience within clinical trials, pharmaceutical, biotech, or other life sciences environments

Familiarity with audit processes and regulatory inspections, including supporting interactions with external auditors

Experience working with calibration software, digital asset management systems, or paperless documentation tools

Previous experience in a lead or senior engineering capacity, including supporting team coordination or workshop oversight

Exposure to continuous improvement methodologies ( e.g. Lean, Kaizen) and contributing to process optimisation initiatives

Broad experience across a wide range of laboratory, medical, and cold-chain technologies

Experience working in multi-site or global operational environments

Strong commercial awareness, including supporting cost optimisation , equipment lifecycle planning, or service efficiency improvements

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 b