Customer Support Engineer
About this position:
Do you want to be part of a business that genuinely values entrepreneurialism, innovation and individual accountability? We focus on our customers and are proud of the difference our technology makes. We partner with some of the biggest manufacturing companies in the world and our technical innovations are used to enhance well-known brands across multiple industries.
-Line Manager: Customer Support Team Leader
RESPONSIBILITIES: include the following. Other duties may be assigned.
•Adhere to all defined procedural guidelines for the Malvern Panalytical Support Group.
•Ensure that overall customer satisfaction in the territory is maintained at the highest level possible, by
responding to customer inquiries, needs, and/or complaints promptly and courteously.
•Perform and complete assigned service jobs in a timely fashion, including installations, performance validations
using company certified procedures; problem diagnosis and on-site system repair; align, repair, replace, and/or
balance component parts and circuitry as required; reassemble and calibrate instruments and equipment.
•Perform basic training for customer personnel in the operation of the instrument that they purchased. This will
include the use of the software, hardware and advice on how to run the customer samples
•Enter and maintain accurate information about territory customers in Malvern Instruments IT Systems.
•As required by the Service Manager, provide technical assistance to the local Account Manager for new product
sales by means of customer visits, participation in product demonstrations, and other brick-walling activities.
•Manage expenses within corporate travel guidelines
•Manage hand stock and tools including replacement orders
•Major impact on customer satisfaction.
•Growth and profitability of Aftersales Revenue.
•Maintains and build upon the professional image of Malvern Panalytical.
Works closely with the Team leader and Customer Support Manager to implement the Global Strategy.
Operates within the overall policy of the company and keeps within its written rules.
Customer and supplier communication
Communication on a daily basis with customers, team leader and service management personnel both orally and
Frequent daily communication with Team leader and Second line support.
Regular communication to customer support team.
ENVIRONMENT AND HOURS:
Based in Poland. Contractual hours 40h per week.
Remote working (Home office based)
SKILLS AND KNOWLEDGE REQUIRED OF THE JOB HOLDER:
•The position requires a minimum of a Bachelor of Science degree or equivalent on the job experience.
Preference will be given to those with experience in X-ray spectrometers, spectroscopy, light scattering,
microscopy, chemical imaging.
Skills & Experience
Several years related experience and/or training in similar position.