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Service and Support Specialist
Location:
Cambridge, Cambs
Description:
Purpose The jobholder is responsible for the provision of technical support to the customers of the company, thereby assisting the company to achieve its commercial objectives. This role is office/home office based, with regular travel to customer sites throughout the UK and Europe (25-30% of the time). The primary product coverage is the Biochrom brands of Amino Acid Analysers (80%) and spectrophotometers (10%). Additional products support for other Harvard Bioscience products (10%), such as BTX electroporation and electrofusion may be required. Essential Duties Provide reactive and pro-active pre and post-sales technical support to distributors, end users, OEM partners and sales personnel within the Harvard Bioscience group. Handle all support calls and tickets in a timely and professional manner. Triage technical support enquiries as needed using the Zendesk Support Ticketing platform. Deliver technical training to distributors and OEM partners on a global basis. Write and maintain technical literature, including IQOQ documentation, service manuals, spare parts catalogue and regular technical bulletins. Work with end-users to develop compatible methodologies within the Biochrom range of products to meet the specific needs of individual laboratories. Assist in performing on-site maintenance (PM), breakdown visits, installation and training for the Amino Acid Analyser systems and Spectrophotometers instrumentation as and when required primarily in the UK and occasionally in Europe. Coordinate with other functional teams in the business to resolve or escalate customer complaints and provide a collaborative solution. Comply with ISO and Health & Safety procedures. Essential Skills/Experience: To have a high level of motivation to assist customers, sales and service people to overcome any problems that they may have which relate to our instruments in a timely manner. Willingness to travel to customer sites, sometimes at short notice, throughout UK and Europe is required. Have excellent communication skills, which are appropriate for a customer-facing role. Produce quality work to an agreed deadline. Be hardworking and enthusiastic with exceptional attention to detail. Be able to make lone decisions and take action for customers, based on your knowledge and experience. Be capable of working under pressure without compromise. Be capable of working independently and as part of a team. Degree in Engineering, Life Science, Biochemistry, Chemistry, or similar discipline, or equivalent professional experience-based knowledge. Previous experience as a Field Engineer or in a Technical Support role in a Life Science/Lab Instrumentation Company is highly desirable. Experience in maintenance of chromatographic and optical equipment such as HPLC and/or spectrophotometers is highly desirable. Experience working with customers in the Life Science/Pharmaceutical field would also be an advantage. Being fluent in English is necessary. A second language such as German/French/Spanish is desirable. Job Posted by ApplicantPro
Company:
Harvard Bioscience
Posted:
June 23 on ApplicantPRO
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More About this Listing: Service and Support Specialist
Service and Support Specialist is a Production Support Worker Job at Harvard Bioscience located in Cambridge CAM. Find other listings like Service and Support Specialist by searching Oodle for Production Support Worker Jobs.
Service and Support Specialist is a Production Support Worker Job at Harvard Bioscience located in Cambridge CAM. Find other listings like Service and Support Specialist by searching Oodle for Production Support Worker Jobs.