Service and Support Specialist
7 months ago
**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.
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