London, England, United Kingdom
Electrical & Electronic Engineer with 7+ years’ experience across medical laser, RF millimetre-wave, and security screening technologies. Progressed internally to Technical Service & Repair Manager, demonstrating technical authority, operational leadership, and service performance governance. Specialist in advanced diagnostics (PCB/component level), regulatory-compliant service delivery, KPI management, and engineering team development. Proven ability to optimise field operations, reduce downtime, and improve SLA performance within regulated environments.
- Plan and manage field engineer schedules for optimal utilization. - Allocate jobs based on skill set, urgency, complexity, and geography. - Estimate job duration and parts requirements from triage findings. - Optimize routing to reduce travel time and increase productivity. - Issue detailed job packs and confirm appointments with customers. - Manage the full lifecycle of loaner units. - Ensure equipment is operational, clean, and deployment-ready. - Coordinate rapid dispatch and structured returns. - Maintain accurate tracking of all loaner allocations. - Own the end-to-end RMA process for factory-level repairs. - Prepare complete technical case documentation. - Monitor turnaround times and provide proactive updates. - Track escalations for reporting and performance analysis. - Lead daily Repair Centre activities ensuring quality and safety standards. - Maintain an organized, professional workspace. - Improve workflows to reduce turnaround times and increase efficiency. - Perform and oversee handpiece repairs to manufacturer standards. - Open, manage, and close service cases accurately. - Escalate complex issues with full supporting documentation. - Maintain accurate inventory control and stock availability. - Monitor usage trends and forecast demand. - Ensure engineers receive correct parts for scheduled jobs. - Enforce storage and audit controls. - Act as principal technical authority within the service function. - Maintain and update the Technical Knowledge Base. - Deliver ongoing training and technical guidance to engineers. - Liaise with HQ on updates, escalations, and best practices. - Manage refurbishment of ex-demo systems. - Ensure quality control, documentation, and resale readiness. - Monitor key service KPIs (SLA, response time, resolution rate, RMA turnaround). - Conduct root cause analysis to identify trends and bottlenecks. - Provide performance insights and improvement recommendations
- Led regional field service operations, delivering corrective and preventative maintenance for advanced medical laser systems across a multi-site territory. - Acted as technical escalation point for complex Level 2/3 faults, providing advanced remote diagnostics and structured troubleshooting support to customers and internal engineering teams. - Diagnosed and rectified intricate electro-mechanical and low-voltage electrical faults using oscilloscopes, multimeters and specialist diagnostic instrumentation. - Interpreted detailed electrical schematics and PCB layouts to conduct board-level repairs and full assembly replacements. - Directed post-repair validation, performance testing and calibration activities using certified test equipment (including power meters), ensuring compliance with manufacturer and regulatory standards. - Oversaw preventative maintenance scheduling, installations, system upgrades and emergency call-outs to maximise equipment uptime and contractual SLA performance. - Ensured full compliance with UK health & safety legislation, quality management systems and medical device regulatory requirements. - Produced comprehensive service documentation, fault analysis reports and trend data to support reliability improvement initiatives. - Collaborated strategically with Client Relations, Technical Support and Operations teams to resolve escalated customer issues and improve service delivery KPIs. - Developed and standardised troubleshooting procedures and technical knowledge base documentation to enhance first-time fix rates. - Mentored and coached junior engineers, delivering technical training and field-based competency development. - Contributed to continuous improvement initiatives aimed at reducing repeat failures, optimising response times and enhancing customer satisfaction.
- Delivered on-site corrective maintenance and scheduled preventative maintenance for medical laser equipment across a designated regional territory. - Diagnosed and resolved complex faults in medical devices, reducing equipment downtime and restoring full operational functionality. - Conducted advanced Level 2 technical troubleshooting remotely, supporting customers and internal teams via telephone and email. - Interpreted electrical schematics and technical diagrams to perform PCB/board-level replacements and component swaps. - Performed low-voltage electrical fault-finding using multimeters, oscilloscopes and specialist diagnostic tools. - Tested and validated equipment post-repair to ensure compliance with manufacturer specifications and safety standards. - Carried out device calibration using calibrated test equipment, including power meters and associated instrumentation. - Scheduled and managed service appointments, preventative maintenance visits, installations and emergency callouts. - Maintained accurate service documentation, repair reports and compliance records in line with company and regulatory requirements. - Worked cross-functionally with Client Relations and technical support teams to resolve customer escalations efficiently. - Developed troubleshooting guides and technical documentation to improve first-line support resolution rates. - Mentored junior field engineers, providing technical guidance and practical training. - Operated in strict adherence to company health & safety policies and industry best practice.
- Empower customers to confidently and competently operate, maintain, and troubleshoot laser systems, sub-systems, and sub-assemblies safely and effectively. - Demonstrate heightened awareness and responsiveness to the needs of key account customers. - Remain current with industry publications, product launches, regulatory updates, and service engineering best practices. - Contribute to maintaining the company’s reputation as a market leader in technology and service excellence. - Maintain awareness of competitor products and positioning to support informed customer discussions. - Participate in departmental meetings to remain aligned on strategy, priorities, and performance objectives. - Consistently deliver high standards of service engineering performance. - Install, maintain, calibrate, and repair laser systems, sub-systems, and sub-assemblies. - Perform product alignment and certification in accordance with technical specifications. - Maintain complete, accurate, and timely service documentation. - Provide on-site and in-centre technical support, including support at events, workshops, and exhibitions. - Escalate potential delays, equipment issues, or complex technical problems to the Service Manager. - Support Sales Account Managers during customer presentations with technical expertise and maintenance guidance. - Conduct physical inventory checks and maintain assigned vehicles, tools, fixtures, and test equipment in proper working condition. - Adhere to company procedures for purchasing, spare parts management, van stock control, and RMA returns. - Minimize service recalls through quality workmanship and thorough testing. - Adapt communication style to suit the technical understanding of the target audience. - Respond promptly and professionally to customer issues and service requests.
- Installation, decommissioning, proactive/reactive maintenance on Radio Frequency millimetre wave (non-ionisation radiation) equipment (including body scanners). - Manage and supervise QPS (Quick Personal Scanner) specialist parts and components using applications including SAP ERP. - Building rapport with existing customers to strengthen communication efficiency and meet customer’s needs. - Working with customer and Project Manager to carry out site surveys/risk management prior to installations/decommissioning and system moves. - Maintaining and meeting all Health and Human Services, Environmental Health and Safety and/or all other applicable regulatory requirements. - Fault finding to PCB component level and rectifying software and application related issues. - Producing and managing detailed report documentation for C4C database used at an international level. - Using administrative applications such as SAP, C4C & Microsoft Office to regulate accurate customer and report information on the Rohde & Schwarz sales & service database. - Identifying and participating in sales opportunities such as new contracts & contract renewals.
- Commissioning/Decommissioning and servicing Rapiscan X-Ray products at client/customer sites throughout United Kingdom and EMEA (Europe, Middle East and Africa), while following Health and Safety regulations and international guidelines. - Carrying out preventive, corrective and scheduled maintenance when required at client/customer sites throughout the UK and EMEA while following Health and Safety regulations. - Supporting IT specialists and PLC Engineers with server setup, integration & commissioning and fault finding on site. - Carrying out site surveys prior and after installations to ensure risk assessments and code of working practices are followed throughout each project. - Providing L4 technical support remotely from Rapiscan UK headquarters to all HBS (Hold Baggage Systems) customers. - Engaging with internal and external customers and distributors on servicing related issues to ensure best cost-effective methods to problem solving are carried out. - Providing full reports on all commissioning/decommissioning and servicing tasks that have been carried out at client/customer sites on every project. - Supporting Engineering Department, Product Line Manager and Quality Assurance with regular feedback to ensure product and servicing improvements are always improving.
- Electrical, electronic and hydraulics fault finding/repairs on specialist equipment such as Fusion Provida Butt Fusions, McElroy Tracstars and Advance Welding Electrofusion boxes. - Attending building sites and motorways for breakdowns on fusion equipment and generators while following all working safe guidelines including wearing all appropriate personal protective equipment (PPE). - Providing and demonstrating full safe training on all fusion equipment hired by Clancy Docwra to unexperienced customers. - Speaking to customers over the phone to rectify technical issues and breakdowns and assisting them in a step by step till equipment is working efficiently and safely. - Servicing/repairing Diesel and petrol generators including replacing worn internal guvnors and faulty alternators while keeping cost-effective. - Assisted a department of 4 administrators and 3 engineers in achieving a record revenue of £2.7 Million last financial year (2016). - Providing and demonstrating full safe training on all fusion equipment and servicing for generators to a junior engineer.