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Technical Support Specialist

Medical Devices & Equipment
Engineers Field & Depot
Burgess Hill
£45,000 - £50,000

Role Overview

· We are united in our commitment to providing exceptional care and celebrating authenticity while embracing and celebrating our differences. Although we are all unique individuals, our curiosity and passion for delivering the highest quality care unites us.
· We are building a team of Mass Spec Service Experts – technicians and scientists – who will be responsible for the customer support of our new Mass Spec analyzer. This international team will do the cross-country support remotely and on-site in Europe and Middle East. Would you like to be part of this new exciting journey?

Purpose:
· We are seeking a highly skilled and customer oriented Technical Support Specialist, expert in Mass Spectrometry and/or Liquid Chromatography (LC) to join our international Customer Support Team for EMEA (Europe & Middle East). As a Technical Support Specialist, you will be responsible for providing comprehensive support to our customers in hospitals and commercial laboratories in EMEA with a focus on Mass Spectrometry.
· This role involves handling inquiries, troubleshooting failures, conducting training, and ensuring information and knowledge transfer. You will be responsible for remote and on-site service activities and provide support to customers and field service engineers in EMEA.
· Availability to travel up to 25% of time
· You are based in the Regional Customer Support Centre in Burgess Hill.

Company Information

· Our client is a leading healthcare company with a broad spectrum of innovative medical solutions. For more than 100 years, we have been active in the discovery and development, manufacturing and marketing of novel healthcare solutions. Our client’s products and services bring significant benefit to patients from early detection and prevention of diseases to diagnosis, treatment and treatment monitoring. Our client plays a pioneering role in personalised healthcare and is providing the first products that are tailored to the needs of specific patient groups.
· Our client’s mission today and tomorrow is to create added value in healthcare by focusing on our expertise in Diagnostics and Pharmaceuticals
· Our client’s Diagnostics Division, the world leader in in-vitro diagnostics, offers a wide range of products and services in all fields of medical testing. They have a unique capacity in people and technology to provide innovative, cost-effective, timely and reliable solutions in biomedical research, laboratory diagnostics and patient self-monitoring.
· All over the world, they are dedicated to working with our customers – researchers, clinicians and patients – to help them meet their individual needs. It has been said there is not a laboratory in the world that does not contain one of their diagnostic products.

Role Requirements

· You will handle customer and staff inquiries through phone, digital tools, and written communication.
· You will identify and troubleshoot failures remotely and manage complaints.
· You conduct staff training on the new Mass Spec analyser.
· You support product updates, launches and monitoring.
· You perform different on-site service activities (e.g. installations, maintenance and modifications) and troubleshoot complex failures.

Person Specifications

· Bachelor’s/Master’s Degree in engineering (e.g., electrical engineering, medical technology) or a technician background (e.g. electrician, mechatronics technician, or medical engineer)
· Extended experience in the medical or technical environment, with a focus on quantitative mass spectrometry and/or liquid chromatography
· Proficiency in robotics, mechanics, electrical engineering, and fluid systems
· High customer orientation and conflict resolution skills; excellent communication capability and ability to work effectively in an intercultural team environment
· Proficiency in using business software (e.g. Google Applications) and documentation tools (CRM); IT knowledge (connections and network) is highly recommended
· Fluent in English; a proficient level in a second served language is preferred

Package

· Competitive salary
· Annual Bonus: 12% on target
· Contributory Pension Scheme (you may invest 3, 4 or 5% of your salary and our client will double your contribution)
· £5 lunch allowance daily (during field trips)
· Car allowance (£7200 per annum)
· Flexible benefits plan worth over £900 annually
· 25 days’ holidays
· Opportunity to buy our client’s shares at a 20% discounted rate

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    Further Details/Cover Note

    Locations

    Aldershot
    Bognor Regis
    Brighton
    Camberley
    Chichester
    Crawley
    Eastbourne
    Gatwick
    Guildford
    Havant
    Haywards Heath
    Horsham
    Hove
    Lewes
    Portsmouth
    Redhill
    Woking
    Date Updated
    16 Jul 2024
    Job reference
    73227
    Categories
    Full Time
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