Company Information and Introduction:
Diploma Lifesciences Ireland and UK comprises three leading companies: Accuscience Ireland Ltd., Technopath Distribution Ltd., and Electramed Ltd.
Our purpose is simple yet powerful: we make a difference in people's lives. As specialised, value-adding distribution businesses, we supply essential products and services across the Healthcare, Pharma, Life Sciences, and Food sectors in Ireland and the UK. Our focus spans three key areas—Medical, In Vitro Diagnostics (IVD), and Scientific—where we deliver innovative solutions to hospitals, laboratories, community care providers, and scientific industries.
Together, we form Diploma Lifesciences Ireland and UK, part of the Lifesciences Sector of Diploma PLC, a FTSE 100 company. This gives us the unique advantage of combining local agility with global strength. With over 135 dedicated team members, we are building a purpose-led, values-driven culture that fosters high performance, inclusivity, and career development.
We are proud to be accredited as Investors in Diversity Bronze by the Irish Centre for Diversity—recognising our ongoing commitment to creating inclusive workplaces where everyone feels valued, respected, and empowered to thrive.
Key Responsibilities and Duties:
Role Description
This is a full-time remote role for an ICT Field Service Engineer covering the island of Ireland. The role involves performing on-site installations, commissioning, troubleshooting, and preventive maintenance for a range of digital health systems and medical devices, the successful candidate will join the existing ICT team to develop the skills and knowledge necessary to support and strengthen this area of our business.
The ICT Field Service Engineer will work closely with clients to provide technical support, resolve issues efficiently, and ensure optimal equipment performance. Providing excellent customer service, maintaining detailed service records, and supporting clients with product training will also be key responsibilities. This position will involve implementing and supporting systems across our wide range of current and future products and projects.
The position provides opportunities for personal development and career advancement. Full training will be provided, with both graduate and experienced applicants encouraged.
Main Duties and Responsibilities:
* Customer-facing support including daily Helpdesk ticket resolution, online and phone support.
* Diagnose and troubleshoot technical issues with equipment and software applications, both on-site and remotely, in a timely and efficient manner.
* Collaborate with technical support teams and manufacturer partners to escalate and resolve complex technical challenges.
* Communicate with customers to provide updates, address service-related inquiries, and deliver exceptional customer support.
* Install, set up, and configure equipment and software applications in various healthcare settings, ensuring proper functionality and compatibility.
* Perform validation and IQOQ procedures for software and hardware.
* Perform annual contractual Preventative Maintenance visits.
* Organise and document equipment returns and repairs.
* Regular travel to healthcare facilities to fulfil job responsibilities, providing efficient and reliable service.
* Inclusion in out-of-hours on-call rota may be required.
* Adherence to all health, safety and quality requirements and procedures.
Key Skills and Competencies:
* Relevant technical or engineering certification or degree.
* Proficiency in Field Service operations, including equipment installation, commissioning, technical support and routine preventative maintenance.
* Experience in implementing and configuring distributed software applications desirable.
* Experience in the medical and scientific equipment sector is a strong advantage
* Strong problem-solving skills demonstrating the ability to diagnose and resolve technical issues effectively.
* Exceptional Customer Service skills with a focus on client satisfaction.
* Excellent written and verbal communication skills, capable of interacting professionally with customers.
* Ability to work independently, manage time efficiently, and prioritise tasks to meet deadlines.
* Strong attention to detail and commitment to maintaining accurate records.
* Flexibility to adapt to changing work environments and requirements.
* Valid clean driver's license and willingness to travel within the designated territory.