Technical Product Support Specialist in Malvern

Are you able to keep calm under pressure? Are you looking for a position in which you can use your technical and troubleshooting skills to help colleagues and customers? Do you want to do this in an ambitious, fast-growing, international company with a friendly and inclusive culture? Then this might be your chance to become a part of our Technical Customer Support team!

In this role you will act as the interface between Malvern Panalytical, our Channel Partners and our customers to ensure we maintain the highest level of Customer Support. You will also champion customer requirements within the other departments at our factory.

What are your responsibilities?

• Support the design and deployment of the Smart Manager Platform into the Malvern product lines.
• Champion customer technical requirements within the Malvern factory by providing feedback on quality issues reported by the field.
• Take ownership of technical enquiries referred to the Third Line Tech Centre with regards to the Smart Manager Platform and provide a speedy resolution which will lead to the satisfaction of our customers as measured in the NPS scores.
• Secure deliverables with regard to serviceability and reliability (for example Reliability improvement, Test and Diagnostics Software, Creation of Service documentation).
• Work with other Technical Specialists to write and issue technical bulletins.
• Participate in the design and delivery of training material when required.

What do you need to be successful in this role?

• Affinity with Internet Of Things (IoT) related products, e.g. deeper knowledge of network design.
• Affinity with Hardware and Software and computer technology.
• Able to understand what data tells you and how to translate that into actions and services.
• Experience of using/repairing/maintaining laboratory instruments.
• Well-developed problem solving and troubleshooting ability.
• Technical Acumen.
• BEng or BSc in a Computer Science related field or equivalent experience.
• Strong communication and interpersonal skills.
• Ability to work well on own and within a team.
• Flexibility/Adaptability.

Great to have?

• Previous experience in a customer facing, technical support role.
• English is our company wide language, but we have colleagues and customers around the globe, so an additional language would be a bonus.

When you join?

Your career will take off with a comprehensive induction program. We then continue to support and develop our employees by improving their skills, knowledge and performance by in-house, on-the-job training, and external training. We value entrepreneurship and commitment by offering real career possibilities. You become part of a growing company where you can shape the future of our work processes. Working hours are to cover three shifts 07.30 to 16.00, 08.30-17.00 and 10.00 to 18.30.

Malvern Panalytical, Micromeritics and SciAps, part of the Spectris Group, are committed to a diverse and inclusive culture where everyone can thrive and achieve a fulfilling career. We encourage applications from underrepresented individuals and people with diverse backgrounds. Although we always select the most qualified applicant for each role and make all decisions without regard to race, sex, age, or any other protected class, we are an inclusive, equal opportunity organization that prizes diversity. Your unique perspective is important to us.