Key Responsibilities:

• Plan and coordinate activities related to equipment installation, investigating and resolving customer reports of technical problems with equipment, and resolving future difficulties in operation or maintenance by performing the following duties.
• Providing advice to customers on the use and care of tools, maintaining a high level of technical and customer management skills.
• Maintaining ongoing liaison with other members of staff and ensuring appropriate communication with the sales and support team.
• Scheduling and organising preventative visits.
• Promptly completing and returning relevant paperwork (and electronic evidence) relating to maintenance and installation visits.
• Attending and assisting with training courses, meetings and seminars.
• Providing assistance and advice to the field service and regional service manager on matters relating to the company's business.
• Maintaining a positive and collaborative working relationship with other field service and sales staff to ensure customer needs are understood and met.
• Maintaining a stock of serviceable spare parts, checking stock regularly to optimise stock according to the instruments being serviced.
• Information on changes in instruments and wider aspects of technology.
• Completion of assigned tasks in the shortest possible time. If work cannot be completed, retain ownership to see the job through to completion.
• Seek opportunities to expand the after-sales support business.
• Actively promote service and product agreements, looking for opportunities for future business opportunities.
• Compliance with environmental, health and safety (EHS) policies, laws, regulations and procedures and completes all EHS training within agreed timescales.
• The role will be 100% customer focused but some tasks such as diagnostics / remediation can be carried out remotely using the mobile / remote tools provided.
• Mandatory requirements:
• Relevant engineering or scientific background.
• Experience of working in a laboratory / production environment.
• Computer skills including hardware and software (including MS Office packages).
• Excellent communication skills for customer service and extension of service products including support agreements.
• Effective organisational and management skills.
• Ability to work professionally with people at all levels or within an organisation.
• Willingness to travel 75%.

Desirable:

• Knowledge of Life Science or service area and customer base.
• Relevant experience of instrumentation/technology.
• Knowledge of Cytiva product range.
• Basic computer skills.
• Experience of working in a service support role within a similar industry.
• Scientific or engineering qualification.
• Knowledge of automation - Wonderware and Delta V. Control.