Role Overview

To provide the very highest quality technical support for the companys product portfolio to our customers worldwide and to help achieve the commercial goals of the Customer Support Team which form a significant contribution to the overall commercial performance of the company.

Key Duties and Responsibilities

Installation of and basic user training for new instruments at customer laboratories worldwide
Maintenance, service, upgrade and repair of existing instruments at customer laboratories worldwide
Processing repairs returned to the factory
Responding to customer support enquiries received via the company helpdesk
Responsible for managing cases in order to achieve set KPIs and customer expectations
Promoting and selling company after sales products and services
Responsible for managing after sales opportunities and quotations through the CRM database
Writing technical procedures for troubleshooting and support
Assisting in preparation and maintenance of after sales and support literature and media
Assisting in maintenance of CRM database
Maintaining after sales catalogues and price lists
Writing company web site support content
Ensuring all support activities are accurately recorded in the companys systems
Extensive international travel is required to achieve the Customer Support Teams objectives
Liaise with the Production department to progress requests of stock required for completion of duties
Providing backup to other departments when required
Training of new members of staff on the instrumentation where required

Person Specification

Education and Experience Requirements:
Strong fine motor/ mechanical skills working with intricate optical and electronic components
Experience in working with scientific instrumentation from both service and support perspectives would be a distinct advantage
Experience in working with circular dichroism, stopped-flow, fluorescence and/or UV/vis spectroscopy would be advantageous
Experience of CRM and MRP database systems would be beneficial

Essential Skills and Attributes:
Commitment to customer service and satisfaction
Highly motivated with a strong desire to succeed
Trustworthy and reliable
Practical engineering skills
Full and clean driving license
Valid passport

Preferable Skills and Attributes:
Proactive and positive attitude
Approachable personality capable of working individually or in a small team
Strong inter-personnel, customer-facing skills
Ability to communicate clearly about technical subject matters
Excellent time management and prioritisation skills
Ability to problem solve in a logical and methodical manner
High attention-to-detail
Commercial awareness
High level of computer literacy (Windows-based)

Package

Competitive basic salary dependant on experience
Company vehicle allowance
Phone
Laptop
Life-assurance policy 4x basic salary
27 days annual leave + public holidays