Technical Support Engineering Lead
Nanosonics is a global innovator in infection prevention, best known for transforming ultrasound probe disinfection through our breakthrough technology. As we continue to expand globally and strengthen our service excellence, we are seeking an experienced Technical Support Engineering Lead to guide, develop and elevate our global technical support capability.
This role is perfect for a hands-on engineering leader who enjoys solving complex technical challenges, developing people, improving service processes, and supporting global service partners in a world-class MedTech environment.
About the Role
The Technical Support Engineering Lead provides technical leadership to a global service & support network, leads a team of technical support engineers, and plays a critical role across new product development, field issue investigation, service training, and global service programs.
You will be the technical escalation point for complex service issues, a key contributor to product quality investigations, and a champion for service readiness and capability as new products are launched.
Key Responsibilities
Leadership & People Development
- Lead, coach and mentor Technical Support Engineers to achieve business targets and KPIs.
- Communicate priorities clearly and ensure deliverables are aligned to global service objectives.
- Develop team capability, including technical development pathways and ongoing training.
Technical Support & Global Service Expertise
- Provide expert technical leadership to global service & support teams and service partners.
- Lead the resolution of complex customer complaints and provide high-quality customer responses.
- Support return-product root cause analysis in partnership with PMS/Forensics teams, analysing field trends and reporting product quality insights.
- Provide timely training to Service Repair teams to ensure compliance with work instructions, processes and procedures.
Service Requirements & Process Improvement
- Develop and enhance service requirements, service solutions and technical training programs.
- Lead development and continuous improvement of service processes, procedures and work instructions.
- Train and support external engineers in service, repair and field validation.
New Product Development Support
- Define service requirements for new product development projects.
- Provide service V&V (Verification & Validation) support throughout the product development cycle.
- Represent Service in cross-functional teams to ensure strong service input.
Customer, Distributor & Market Support
- Support distributors with special customer requirements and relationship management.
- Coordinate returned-product investigations, root cause analysis and customer communication.
- Assist the Head of Support & Service in implementing global service marketing and support programs.
Quality, Compliance & Documentation
- Maintain accurate documentation in line with the Nanosonics QMS.
- Ensure compliance with GMP, ISO 13485, WHS and other regulatory standards.
- Support establishment and qualification of new service centres, equipment and facilities.
What You’ll Bring
- Bachelor’s Degree in Engineering (Biomedical or Mechatronics preferred).
- Highly desirable: 2–3 years hands-on experience servicing endoscope reprocessing equipment (AERs, leak testers, drying/storage cabinets), with strong troubleshooting skills across mechanical, electrical and hydraulic systems; understanding of ISO 13485 and AAMI ST91.
- Minimum 5 years’ experience as a Service Engineer, Support Engineer or Manufacturing Engineer.
- Excellent communication and interpersonal skills.
- Strong documentation skills and manufacturing/process engineering knowledge.
- Experience in a medical device or other highly regulated industry.
- Familiarity with ERP and CRM systems.
- Working knowledge of GMP and document control systems (e.g., Objective).
Why Join Nanosonics?
You’ll be part of a purpose-driven organisation that saves lives through safer healthcare. You’ll work with innovative technology, collaborate with experts across the globe, and have the opportunity to influence service excellence for market-leading products.
Apply Now
If you’re a passionate engineering leader who thrives in a dynamic, technical, and customer-focused environment, we’d love to hear from you.
Lead technical support role responsible for providing technical leadership and expertise to global service & support team and service partners. The position involves leading and managing reporting engineers, developing service requirements and solutions, supporting product development cycles, handling complex customer complaints, and ensuring team deliverables align with business targets. The role includes mentoring technical support engineers, coordinating root cause analysis activities, developing training programs, and supporting both internal teams and external partners in technical service matters.
