Description
The Story:
Established in 1976, Bedfont is an award-winning medical technology company based in Harrietsham, Kent. Its breath analysis medical devices are exported globally thanks to its network of carefully selected distributors.
The Challenge:
Healthcare is evolving and the market for breath analysis monitors is expanding. Bedfont are looking for hard-working, like-minded, and passionate individuals to join the Bedfont Family to help achieve its goal of innovating healthcare worldwide.
Your Mission:
The Senior Customer Support Technician will provide specialist technical and customer support to Bedfont's growing global Research Division, supporting Clinical Research Organisations (CROs), pharmaceutical companies, clinical trial sites and other research partners using Bedfont technologies within clinical studies.
The role will act as the senior technical point of contact for research customers throughout the lifecycle of a study, from initial technical assessment and study set-up through site onboarding, training, active study support and close-out.
Alongside this primary research focus, the Senior Customer Support Technician will provide technical leadership to the wider Customer Support team, helping to coordinate support activities, develop team capability and ensure consistently high standards of technical and customer support.
The position will work closely with the Clinical Research Partnerships Manager and collaborate with Bedfont's Quality, Regulatory, Engineering, Software, Manufacturing, Commercial and Customer Support teams in the USA and UK.
Roles and Responsibilities:
Clinical Research & CRO Support
• Act as the senior technical support contact for CROs, pharmaceutical sponsors and clinical research sites using Bedfont products.
• Support the Clinical Research Partnerships Manager during the technical evaluation and onboarding of new research opportunities.
• Participate in technical discussions with CROs, sponsors and other research partners.
• Assist with study set-up, including assessment of technical requirements, device configuration, connectivity and support requirements.
• Coordinate technical onboarding of clinical trial sites.
• Provide remote and, where required, on-site technical support throughout active clinical studies.
• Deliver product and technical training to CRO personnel, investigators and clinical trial sites.
• Develop study-specific troubleshooting guides, FAQs, training materials and support procedures.
• Establish appropriate escalation pathways for studies and ensure potentially study-critical technical issues receive appropriate priority.
• Work with customers to investigate and resolve device, software, connectivity and application issues.
• Support the implementation and ongoing use of Bedfont software, SDKs and other research-related technology solutions.
• Maintain accurate technical and support records for research projects.
• Support study close-out activities where technical input is required.
• Develop strong working relationships with CRO and pharmaceutical customers to help establish Bedfont as a trusted technical partner for clinical research.
Technical Customer Support
• Provide advanced technical support across Bedfont's medical device portfolio.
• Act as an escalation point for complex hardware, software and application-related enquiries.
• Troubleshoot technical issues using structured investigation and root cause analysis.
• Coordinate technical issues requiring input from Engineering, Software, Quality or Manufacturing.
• Identify recurring issues and recommend corrective or preventative improvements.
• Ensure customer enquiries and technical issues are resolved efficiently and professionally.
Customer Support Team Leadership
• Provide day-to-day technical leadership and guidance to members of the Customer Support team.
• Act as the senior escalation point for technical issues that cannot be resolved at first-line support.
• Mentor and develop Customer Support personnel to improve technical capability and product knowledge.
• Assist with workload prioritisation, particularly where research studies or key customers require urgent support.
• Support the development of customer support KPIs and service standards.
• Identify opportunities to improve support processes, response times and customer experience.
• Support the Clinical Research Partnerships Manager and senior management in developing the customer support function as the business grows.
Quality & Regulatory
• Ensure technical support and complaint handling activities are conducted in accordance with applicable Bedfont procedures and Quality Management System requirements.
• Support product complaint investigations, root cause analysis, Non-Conformance (NC) and Corrective and Preventive Action (CAPA) activities.
• Maintain accurate and comprehensive records of technical investigations.
• Support complaint and technical issue trending to identify recurring or systemic issues.
• Work closely with Quality and Regulatory teams where technical issues may have regulatory or patient safety implications.
• Provide technical support during internal, customer and regulatory audits as required.
• Work within applicable FDA, ISO 13485 and MDSAP requirements.
Training & Technical Documentation
• Develop and maintain technical support documentation, troubleshooting guides, work instructions and SOPs.
• Create research-specific training and support materials.
• Deliver technical training to CROs, research sites, distributors, customers and internal teams.
• Support the development of a structured technical knowledge base.
• Ensure lessons learned from research studies and customer support activities are incorporated into future training and documentation.
Cross-Functional Support
• Provide structured field feedback to Engineering and Product Development teams.
• Work with Software and Engineering teams on technical issues associated with research integrations and connectivity.
• Support verification and validation activities where appropriate.
• Provide technical input into new product development and product improvement projects.
• Support the introduction of new Bedfont products and technologies into clinical research.
• Assist Commercial and Research teams with technical demonstrations, customer meetings and presentations where required.
Experience Requirements:
Essential
• Significant experience in technical or product support within the medical device, diagnostics or other regulated healthcare industry.
• Strong practical knowledge of troubleshooting medical device hardware and software.
• Experience supporting customers in an FDA-regulated and/or ISO 13485 environment.
• Experience with product complaint investigation, root cause analysis and corrective actions.
• Strong customer-facing communication skills and the ability to explain complex technical information clearly.
• Experience developing technical documentation and training materials.
• Ability to manage multiple technical issues and projects simultaneously.
• Ability to work effectively across international and cross-functional teams.
Desirable
• Previous experience supporting CROs, pharmaceutical companies or clinical research studies.
• Experience supporting respiratory diagnostic or monitoring devices.
• Experience supporting connected medical devices, software or SDK integrations.
• Experience with MDSAP.
• Experience with eQMS, CRM and ERP systems.
• Experience supporting global customers and distributor networks.
• Previous experience supervising, mentoring or technically leading a customer support team.
Valuable Expertise:
• Strong technical troubleshooting and analytical ability.
• Excellent customer service and relationship-building skills.
• Ability to remain calm and methodical when resolving time-critical study issues.
• Strong written and verbal communication.
• High level of attention to detail and documentation.
• Leadership and mentoring capability.
• Commercial awareness and understanding of the importance of strategic research customers.
• Ability to work independently while collaborating effectively with global teams.
• Continuous improvement mindset.
Bedfont® Scientific Ltd. does not and will not discriminate in the recruitment or managing of staff on the basis of race, colour, religion, gender, age, disability, marital status, sexual orientation and more. We are an equal opportunity employer and Bedfont® regards every employee as a member of the Bedfont® family and is committed to providing a fair, safe, diverse and welcoming atmosphere. Our application process has been designed so that everyone is able to demonstrate their skills and how they meet the criteria required for the job advertised. All successful candidates will be subject to a digital ID and background check. If you are interested in applying for this role, please visit https://www.bedfont.com/careers to apply .