Product Support Specialist

The Product Support Specialist will be responsible for Technical Support of the product NG_ACT.

We are looking for a Product Support Specialist in the Technical Services department at Sartorius. In this role, you will be responsible for supporting the product lifecycle of our cell and gene therapy platform to ensure successful customer technology adoption and ensure service and support deliverables are executed and met. You will act as the main coordinator between services and the different internal stakeholders including Sales, Product Management, Product Development, Manufacturing, Project Team and Quality.

The team consists of 3 professionals, but the department overall is expanding, and we are looking forward to shaping the future with you.

This initial position is full – time based at our site in Royston, with some hybrid working available. Extended hours: If new service offerings are implemented, there will be a need to work extended hours outside of normal working hours.

Grow With Us – Your Responsibilities

• On a daily basis, you will provide remote technical support for our internal and external customers, which includes the Field Service Engineering team
• Ensure allocated service requests are closed down within SLA terms
• Coordinate the resolution of product related problems where solutions do not already exist
• Monitor the performance of products in the field
• Maintain an online knowledge database for products
• Coordinate software and hardware releases to the field
• Assist in the writing/editing of technical manuals
• Develop preventive maintenance and other routine technical procedures
• Manage the content of Sartorius engineer and on – site engineer training
• Liaise with specialist to assist customers in developing/tailoring their equipment applications
• Lead meetings with other engineering departments to share data
• Manage lines of communication with end users and other key groups
• Work with development departments to introduce new capabilities to the field
• Commission and install systems at base and on site
• Travelling to customer sites occasionally

What Will Convince Us

• HNC/HND in Mechanical or Electrical Engineering or Engineering Apprenticeship complete with a supporting qualification
• Commissioning, Field, Development, Mechanical engineering experience within a manufacturing/production environment working capital equipment in the pharmaceutical or biopharmaceutical industry would be ideal though candidates from other industries i.e.: aerospace, food, medical, defense will also be considered.
• Experience in delivering service/user training to groups or various sizes in person would be beneficial.
• Experience of working in a Project Management environment
• Being proactive and the ability to work independently as well as part of a team.
• Communicating effectively and the ability to get their point across.
• High accuracy when it comes to technical writing.
• Strong customer service skills and communication skills would also be beneficial
• Experience with MS Office, SAP, Polarion
• Willingness to travel at short notice (30%) nationally and internationally

In order to commence working with us, the successful candidate will have the right to work in the UK.

What We Offer
As a growing global life science company, stock listed on the German TecDAX, Sartorius offers a wide range of benefits:

• Personal and Professional Development: mentoring, leadership programs, LinkedIn Learning, internal seminar offerings
• Making an impact right from the start: Comprehensive onboarding, including a virtual online platform – even before joining
• Welcoming Culture: Mutual support, team-spirit and international collaboration; communities on numerous topics such as coaching, agile working and businesswomen network
• Health & Well-Being: Wide section of health and well-being support such as healthcare plans and health assessment services

Benefits
Attractive Working Conditions:

• 37.5 hours working week
• 25 days annual leave, plus public holidays
• Free parking on site
• Annual option to buy, sell or carry forward annual leave
• Free hot and cold drinks

• Regular social events and free exercise classes

• Competitive benefits package, including:

• Group Personal Pension Plan

• Private Medical Insurance
• Private Dental Insurance
• Group Life Assurance
• Group Income Protection
• Cycle to work scheme

About Sartorius
Sartorius is part of the solution in the fight against cancer, dementia, and many other diseases. Our technologies help translate scientific discoveries into real-world medicine faster, so that new therapeutics can reach patients worldwide.

We look for ambitious team players and creative minds, who want to contribute to this goal and advance their careers in a dynamic global environment.

Join our global team and become part of the solution. We are looking forward to receiving your application.