Company Description EMA Aesthetics Ltd. is an Irish company (established in 2019) specialising in medical and aesthetic devices, as well as professional skincare products. Our portfolio is marketed globally under the Préime brand—derived from the Irish “Préimhe,” meaning premium. Our flagship product lines include Préime DermaFacial, Préime DermaCeuticals, and Préime DermaProfessional. We pride ourselves on the efficacy of our offerings and have secured leading intellectual property in both device technology and regenerative therapies. Our approach emphasises Combination Therapy, enhancing the utility of our products either as standalone treatments or in conjunction with other aesthetic procedures. Our channels to market include both sub-distributors and direct sales operations, supplying clinics, medspas, doctors, and skincare professionals. Since our inception, we have formed strategic partnerships with Sinclair Pharmaceuticals, Merz Aesthetics, and Rohto Pharmaceuticals. Our global distribution footprint spans 60 countries, supported by subsidiaries in Belgium, Dubai, and the United States. Role Description The Service Engineer plays a key role in providing high-quality remote technical support, acting as the initial point of contact for technical inquiries, troubleshooting, and ticket resolution. The role is customer-facing and requires strong communication skills, technical problem-solving, and disciplined documentation under QMS standards. Key Responsibilities Customer Support Act as the primary point of contact for technical support requests (phone/email/in-person). Provide front-line support: receive requests, understand issues, and coordinate required material for troubleshooting/repairs. Troubleshoot device issues remotely, including: hardware software connectivity Deliver excellent service by translating technical concepts into clear and customer-friendly language. Ensure timely issue resolution while maintaining professionalism and empathy. Engineering Support Apply the escalation process for unresolved or complex cases to internal technical teams. Maintain accurate records of tickets, actions taken, and resolutions according to EMA’s QMS standards. Develop and maintain knowledge base materials: troubleshooting guides user guides FAQs Collaborate with internal departments (R&D, QA, Regulatory) to improve product and service quality. Ensure compliance and adherence to quality/regulatory requirements (MDSAP/ISO13485 knowledge considered a plus). Support training initiatives for internal teams and customers on correct use, maintenance, and troubleshooting. Inventory & Planning Support Assist in planning and coordinating inventory related to technical service: tracking device/component allocation shipment coordination repair/replacement logistics Coordinate with internal teams for upgrades or corrective actions. Qualifications Technical diploma/degree (or equivalent). Extra certifications/degrees in biomedical engineering, electronics, IT, or similar are a plus. Experience in technical support and/or customer service in a professional environment. Strong understanding of device systems (hardware/software/connectivity). Medical/aesthetic device industry experience is strongly preferred. Familiarity with quality/regulatory standards (MDSAP/ISO13485) is a plus. Excellent written and verbal communication. Strong customer service mindset: calm, empathetic, solutions-oriented. Highly organized, detail-oriented, and process-driven. Ability to work autonomously (remote working discipline). Availability to travel when required. Team player with a continuous improvement mindset. Why Work at EMA Aesthetics? EMA Aesthetics offers the opportunity to join a fast-scaling global medical aesthetics organisation where service quality, technical reliability, and customer experience are treated as core pillars of commercial success. With devices and skincare solutions distributed across 60 international markets and continued growth planned through 2026, EMA is entering a critical phase of scale, requiring a stronger, more structured and proactive service operation. This role sits at the centre of that evolution. As a Service Engineer, you will support the performance of our installed base globally, working on real-world technical challenges spanning hardware, software, consumables, training and field troubleshooting, while helping drive the maturation of processes, documentation, and service KPIs. You will join an internationally distributed team of approximately 30 professionals that values ownership, speed of execution, accountability, and continuous improvement. The service function at EMA is not reactive — it is a strategic enabler of retention, customer satisfaction, and long-term growth. For the right candidate, this is a gateway opportunity to grow in a high-performing service environment with international exposure, autonomy, and clear impact on customer outcomes. Job Type: Full-time Pay: 50,000.00€ – 60,000.00€ per year Application Question(s): Do you currently live in Spain? Are you comfortable working 100% remote? Language: English (Required) Willingness to travel: 25% (Required) Work Location: Remote