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- Tasks: Provide technical support and training for anatomical pathology instruments to global clients.
- Company: Join Epredia, a global leader in innovative solutions with a collaborative culture.
- Benefits: Enjoy a rewarding career with opportunities for personal and professional growth.
- Why this job: Make a real impact by helping customers and advancing your technical skills.
- Qualifications: Strong understanding of engineering principles and excellent communication skills required.
- Other info: Be part of an inclusive team that values diverse perspectives and continuous learning.
The predicted salary is between 30000 - 42000 £ per year.
Be a part of a global team where what we do matters! At Epredia, we recognise that our talented employees are vital to our success. Our team is dedicated, and our work is rewarding – both personally and professionally – because what we do matters. We seek talented individuals who will contribute to and thrive in our collaborative, diverse, fast‑paced environment while demonstrating a commitment to our core values: People, Customer, Results, Continuous Learning, and Innovation.
Who you are
You have energy and drive in abundance, a passion for serving our customers and possess a growth mindset and love of continuous learning, with an appreciation for diverse perspectives and helping others win.
Position Overview
Our values reinforce our culture of collaboration, growth mindset, and how we serve our customers. As a Technical Support Specialist, you will provide site-based technical support for our anatomical pathology instruments primarily to field service engineers. You will troubleshoot technical problems remotely via telephone or email, and from time to time on-site with our global clients. This role also requires the Technical Support Specialist to deliver technical training to Field Service Engineers and internal teams. In this role, you will have the opportunity to gain expert knowledge of our products, progress your career and work within a highly collaborative and supportive environment.
Location
On‑site, Runcorn
What you will do
- Troubleshoot and resolve technical issues to a global customer base via telephone & email and provide remote diagnostic analysis and monitoring.
- Create and distribute technical updates to our clients regarding anything from process changes to new versions of software to new product lines.
- Create and deliver training at our Runcorn site or remotely to global support partners.
- Collaborate with Engineering and Quality to provide client feedback on instrument performance.
- Partner with the Epredia Product Development team offering service and technical input and providing input to the final product design for serviceability.
Qualifications & Skills Required
- Strong understanding of core principles in mechanical engineering, physics, electronics, biology or histology.
- Experience with hardware troubleshooting for mechanical systems, pumps, electronics or optics.
- Mechanical aptitude and confidence working with precision tools and conducting repairs.
- Clear written communication skills for tickets, documentation and customer updates.
- Professional customer‑facing skills, including empathy, clarity and calmness under pressure.
- Experience delivering customer training (remote and on‑site) using a variety of audience appropriate instructional techniques.
- Previous experience with real‑time fault finding and explaining complex instructions remotely.
- Proficiency in Windows Office tools such as Outlook, Excel, Word, Teams and SharePoint.
- Ability to collaborate effectively with colleagues, field engineers, applications teams and R&D.
- Understanding of structured troubleshooting, including interpretation of data logs and error codes.
- Ability to read and understand basic schematics, wiring diagrams and service manuals.
- Strong analytical and critical thinking skills.
Desired
- Knowledge of analytical and lab techniques such as histology, cytology, cryoscopy and microtomy, along with experience in GLP/GMP or ISO‑regulated environments, is a strong plus.
- Experience with mechanical, electrical and optical calibration and alignment, and confidence using workshop tools, jigs and test equipment (multimeters, dial gauges, micrometers, temperature probes) would be a significant plus.
- Ability to interpret and extract error logs, connect error codes to hardware issues and perform structured troubleshooting is highly desirable.
- Familiarity with service systems, ticketing tools, ERP platforms and the ability to create accurate documentation (SOPs, IQ/OQ/PQ files, technical bulletins, user guides) is a plus.
- Training or background in Root Cause Analysis, Six Sigma or Lean methodologies is beneficial.
- Strong software troubleshooting capabilities for instrument control, acquisition and analysis software, combined with basic networking knowledge (TCP/IP, DNS, firewalls, serial or Ethernet communication, USB) and experience with LIMS integration, is a valuable plus.
- Experience collaborating across technical support, field service, manufacturing and product management teams is an advantage.
Inclusive Culture
Building an Inclusive Culture: We are a company that brings the best people together and leverages their varying backgrounds, ideas, and points of view to invent on behalf of all customers. We are committed to equal employment opportunity for all individuals, without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability, medical condition or veteran status, marital status, pregnancy, sexual orientation, gender identity, genetic information or any other protected classes which may exist under applicable federal, state or local law.
Technical Support Specialist II in Runcorn employer: Epredia
Contact Detail:
Epredia Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Specialist II in Runcorn
✨Tip Number 1
Get to know the company culture! Epredia values collaboration and continuous learning, so do a bit of research on their core values. When you chat with them, show how your own values align with theirs – it’ll make you stand out!
✨Tip Number 2
Practice your troubleshooting skills! Since the role involves resolving technical issues, brush up on your problem-solving techniques. Maybe even run through some mock scenarios with a friend to get comfortable explaining complex ideas clearly.
✨Tip Number 3
Show off your training experience! If you've delivered customer training before, be ready to share specific examples. Highlight how you adapted your teaching style for different audiences – it’s all about making that connection!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Technical Support Specialist II in Runcorn
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see that you’re not just looking for any job, but that you’re genuinely excited about being a Technical Support Specialist and helping our customers.
Tailor Your CV: Make sure to customise your CV to highlight relevant experience and skills that match the job description. We love seeing how your background aligns with our values of continuous learning and innovation!
Clear Communication is Key: Since this role involves a lot of communication, ensure your written application is clear and concise. Use straightforward language and structure your thoughts well – it’ll show us you can communicate effectively with our clients.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Epredia
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially in mechanical engineering, electronics, and biology. Be ready to discuss specific troubleshooting scenarios you've encountered in the past, as this will show your expertise and confidence in handling technical issues.
✨Showcase Your Communication Skills
Since you'll be dealing with customers and field engineers, practice clear and calm communication. Prepare examples of how you've effectively communicated complex information in the past, whether through written documentation or verbal explanations.
✨Demonstrate Your Collaborative Spirit
Epredia values teamwork, so think of instances where you've successfully collaborated with others. Be ready to share how you’ve worked with different teams, like engineering or product development, to solve problems or improve processes.
✨Emphasise Continuous Learning
With a growth mindset being crucial for this role, come prepared to discuss how you stay updated with industry trends and technologies. Mention any relevant training or certifications you've pursued, and express your enthusiasm for ongoing learning and development.