Tier 2 Workshop Technician – Madrid Workshop
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Location: Madrid, Spain
Department: Global Service & Technical Support
Reports To: Global Service Manager
Role Overview
We are looking for a highly motivated and technically skilled Tier 2 Workshop Technician to join our Madrid workshop team. This role is focused on advanced diagnostics, repair, refurbishment, and technical support of ART laboratory equipment and associated systems.
The Madrid workshop acts as the global hub for RMAs, advanced troubleshooting, and technical escalation support. The successful candidate will work closely with Global Field Service Engineers, distributors, QA/RA teams, and technical support teams worldwide.
This is a hands-on technical role requiring strong problem-solving skills, attention to detail, and the ability to support engineers remotely across multiple regions and time zones.
Key Responsibilities
– Workshop Repairs & RMAs
- Perform Tier 2 diagnostics, repairs, and refurbishment of returned equipment (RMAs).
- Conduct detailed fault finding on mechanical, electronic, software and network-related issues.
- Carry out testing, calibration, verification, and final quality checks before release.
- Complete workshop documentation and QA release paperwork accurately.
- Manage repair turnaround times while maintaining high-quality standards.
- Support refurbishment and re-certification of equipment and systems.
Key Responsibilities – Global Technical Support
- Provide remote Tier 2 technical support to Field Service Engineers and distributors globally.
- Assist with troubleshooting complex customer escalations and recurring technical issues.
- Support onsite engineers during installations, repairs, and software/network troubleshooting.
- Escalate and communicate product issues effectively to development, QA, and operations teams.
- Contribute to technical knowledge sharing and internal support documentation.
Systems & Infrastructure Support
- Assist with server, virtualization, and network troubleshooting related to company products.
- Support deployment and maintenance of virtual machine environments including VMware ESXi, Proxmox, and Hyper-V where applicable.
- Assist with software installations, upgrades, backups, and recovery procedures.
- Support integration of laboratory systems and associated peripherals.
Continuous Improvement
- Identify recurring faults and contribute to CAPA investigations and root cause analysis.
- Assist in improving workshop processes, repair procedures, and technical documentation.
- Support validation and testing activities for new products, software releases, and infrastructure solutions.
- Help maintain workshop inventory, spare parts control, and repair tracking systems.
Required Skills & Experience
- Experience in technical repair, diagnostics, or workshop engineering roles.
- Strong troubleshooting skills across hardware, electronics, and software systems.
- Experience supporting Windows and Linux-based systems.
- Understanding of networking fundamentals and virtualization platforms.
- Ability to read and follow technical documentation and procedures.
- Strong communication skills with the ability to support engineers remotely.
- Organized and capable of managing multiple repairs and priorities simultaneously.
- Fluent in English (spoken and written).
Desirable Experience
- Experience within medical devices, laboratory equipment, automation, or ART/IVF environments.
- Experience with VMware ESXi, Proxmox, Hyper-V, or virtualized infrastructures.
- Familiarity with Jira, Odoo, or service management platforms.
- Experience with QA-controlled environments and regulated documentation.
- Previous experience supporting international engineers or distributors. xqysrnh
- Exposure to infrastructure, software, and hardware technologies across multiple disciplines.