Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
Provide technical engineering and applications support and training to customers. Will complete and/or support the installation, repair and servicing of Binding Site systems. Develop an in-depth knowledge and experience of software and assay performance. Required to have knowledge of assay application and assay issues. Responsible for working both on and off site in a customer facing role.
The role will involve:
1. Analyser and peripheral component setup for end user customers and distributors.
2. Installation of analysers at customer sites and/or support distributor installations.
3. Using problem solving and analytical skills to help in investigation and resolution of customer complaints and enquiries.
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4. Undertake analyser preventative maintenance services.
5. Provide technical assistance to customers in response to enquiries/reports from the field via phone, email and site visits.
6. Tackle, repair and/or replacement of any faulty analyser components to restore functionality of the analyser within the agreed timescales and in order to offer first time fix solution.
7. Maintain personal stock control of spare parts to enable support of installed base.
8. Attend any engineering and application support tasks as the needs arises.
9. Maintain technical support literature and training materials for local use.
10. Supporting customers, sales and marketing personnel and subsidiary / distributor staff.
11. Develop and maintain good working customer relationships and able to handle customer expectations and concerns.
12. Conduct technical presentations / training sessions both in-house and offsite to educate and support customers in efficient use of analysers, assays and protocols.
13. Excellent communication skills keeping manager(s) and colleagues informed of issues and support needs.
14. Attend external training courses as the need arises.
15. The ability to travel internationally and potentially at short notice.
16. Travel within region in support of business requirement, and to UK training as the need arises - up to 30% of time, dependent on territory requirement. Travel plan determined by post holder in conjunction with the Country Manager.
17. Provide assistance and cover basic office paperwork with team members of regional hub/office.
The above is only an outline of the tasks, responsibilities and outcomes required of the role. You will carry out any other duties as may reasonably be required by the Company. The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs. It should be noted that the work of the Company is of a confidential nature and must not be communicated to other persons except where required for authorised purposes.