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European Field Support Specialist
2 months ago
ATS Automation is seeking a highly skilled and experienced European Field Support Engineer to join our team in Chichester, UK. As a key member of our global support team, you will be responsible for providing technical support and service to our customers in Europe.
Responsibilities:- Provide technical support and service to customers in Europe, including mechanical and electrical inspection and troubleshooting of instrumentation.
- Configure and integrate computer software with auxiliaries, inspection cameras, etc.
- Repair, service, and perform preventative maintenance on BioDot instruments.
- Interact with customers to train instrument operation and maintenance.
- Travel to customer locations and internally service equipment, including unpacking and installing BioDot products.
- Diagnose, troubleshoot, and repair any BioDot system.
- Coordinate all activities with the customer and appropriate sales manager.
- Exercise judgment within broadly defined practices in selecting methods, techniques, and evaluation criterion for obtaining results.
- Respond to online technical support inquiries, including direct interaction with customers by email and phone.
- Follow protocols and test methods to measure instrument performance.
- Support BioDot Sales efforts by selling service contracts, system upgrades, accessory items, and spare parts.
- Assist in writing technical documents, such as service manuals or application notes.
- Report activities, maintain local spare parts inventory, record travel expenses, and time card.
- Be accountable for maintaining an assigned tool kit, which is issued as an asset and needs to be protected and managed by the FSE individually.
- Work as part of a cross-functional global support team, including daily interaction with design engineers, mechanical and electrical engineers, production personnel, and sales team members.
- When not dispatched to customer accounts, support Chichester-based needs, which could include Assembly, Kitting, maintenance of in-house demonstration units, etc.
- HNC in electronics/science discipline is desirable.
- Experience of working in Laboratory and/or Manufacturing environments.
- Previous experience as a Service/Applications Engineer or similar technical role valuable.
- Knowledge of life science applications is preferred.
- Good mechanical aptitude desired with the ability to convey technical details to non-technical individuals.
- Clear communication skills and a team player, also able to work on independent projects.
- Project planning and reporting skills.
- Moderate computer literacy needed with Microsoft Suite (Word, PPT, Excel) proficiency required.
- Should be able to demonstrate organizational skills managing multiple projects simultaneously.
- Excellent follow-up necessary being able to be the customer advocate while being able to manage business success.
- Tenacity, drive, the ability to be self-motivated, work independently, and must have a competitive and winning spirit.
Benefits include 5% non-contributory pension, company car, laptop, and mobile phone.