Technical Support Engineer (Medical Devices & Laboratory Systems)

The Opportunity

As a Technical Support Engineer, you will play a key role in ensuring our customers and partners receive world-class technical support and service. You will work closely with laboratories, distributors, and colleagues across the organization to solve technical challenges, deliver training, and support the successful implementation and operation of our products.

This is a varied role where no two days are the same. One day you may be troubleshooting a complex software or network issue remotely, and the next you could be conducting training, installing systems, or supporting a customer on-site.

Your Responsibilities

• Troubleshoot and resolve technical issues remotely and occasionally on-site at customer locations.
• Investigate and replicate customer-reported issues in an in-house environment to identify root causes and solutions.
• Install instruments and software, perform preventive maintenance, and carry out repairs at customer sites.
• Deliver technical support and expertise to customers, distributors, and internal stakeholders.
• Build and maintain strong relationships with distributors' service organizations and support their development.
• Design, plan, and conduct technical training sessions both remotely and on-site.
• Participate in customer seminars, workshops, and educational activities.
• Collaborate closely with R&D, Product Management, Quality, and other internal functions to continuously improve customer support processes.
• Contribute to service documentation, technical notes, training materials, and service manuals.
• Gather customer feedback and market insights to support future product development and improvements.

Travel within Europe and occasionally internationally is required as part of the role, including customer visits, installations, training, and support activities, amounting to approximately 20 days per year.

Who You Are

This is not a traditional IT Service Desk or Helpdesk role. While the position involves troubleshooting software, hardware, and network-related issues, the primary focus is supporting advanced medical diagnostic instruments and laboratory workflows, working closely with laboratories, distributors, and healthcare professionals.

You enjoy working in a customer-facing role and are motivated by solving complex technical challenges. You have a structured and analytical approach to problem-solving and take pride in delivering excellent service.

You are comfortable communicating with different audiences, whether troubleshooting with a laboratory technician, training a distributor, or presenting to a larger group. Most importantly, you enjoy collaborating with others and contributing to a positive team environment.

Qualifications

• A degree in engineering or another relevant technical field, or equivalent work experience.
• Experience troubleshooting integrated hardware/software systems, preferably in laboratory, medical device, industrial automation, or other technical environments.
• The ability to investigate, troubleshoot, and resolve software, hardware, and connectivity-related issues.
• Experience delivering technical training, education, or customer support.
• Excellent communication skills in both Swedish and English, written and spoken.

Experience from the medical device, laboratory, diagnostics, or healthcare industry is considered an advantage but is not required.