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European Field Support Specialist

2 months ago


Chichester, West Sussex, United Kingdom ATS Automation Full time
Job Title: European Field Support Engineer

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.
Qualifications:
  • 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.