At a Glance
- Tasks: Be the go-to person for customer support, managing service requests and ensuring smooth communication.
- Company: Join METTLER TOLEDO, a global leader in precision instruments and services.
- Benefits: Enjoy 25 days leave, annual bonuses, and a strong focus on work-life balance.
- Other info: Thrive in an inclusive culture with opportunities for career progression.
- Why this job: Make a real difference by helping customers and improving product quality.
- Qualifications: Experience in customer support and strong communication skills are essential.
The predicted salary is between 27000 - 33000 £ per year.
- Our Opening and Your Responsibilities
- Are you passionate about customer care and technical coordination? As our
Customer Support Specialist , you’ll be the trusted link between international customers and our engineering teams for METTLER TOLEDO Safeline X‑ray equipment.
You’ll own the entire internal communication lifecycle for inbound service requests—providing clear updates, precise routing, and confident expectation‑setting—while managing bills of materials, parts logistics, and specialist engineer deployments to deliver seamless service resolutions.
This is an office based role, in our Service department at the X‑ray Division in Royston.
Here, we focus on designing and building advanced X‑ray inspection systems used in food, beverage and pharmaceutical industries to help detect contaminants and ensure product quality.
What You'll Do
- Serve as the primary, calm and professional contact for customers reporting faults or service requests across all channels, managing expectations from first report through to resolution.
- Communicate empathetically and clearly with timely, proactive status updates and follow‑up to restore confidence and ensure satisfactory closure.
- Maintain and operate an organised escalation path for complex, urgent, or high‑profile customer incidents.
- Maintain and update BOMs, parts lists and service kits for Safeline X‑ray (SLXR) equipment, and issue parts requests while coordinating dispatch and logistics with internal supply chain and depot teams.
- Provide first‑line diagnostic triage to field engineers and customers—collecting key symptoms, error codes and relevant media—and route issues to the right specialists without performing detailed root‑cause analysis.
- Capture customer feedback and provide clear summaries to internal stakeholders to drive improvements in product performance, documentation, and service delivery.
- Suggest workflow and communication improvements that enhance customer satisfaction and team efficiency.
- Collaborate closely with field service teams, supply chain, product quality, and engineering to ensure coordinated and effective customer responses.
- Promote a customer‑first mindset across all support touchpoints and represent the customer perspective in internal forums.
- What You Need to Succeed
- Experience in a fast‑paced customer support or service coordination role.
- Highly organised with strong communication skills is essential.
- Experience working with international customers, ideally within an engineering or manufacturing environment.
- Proven experience managing customer communications end‑to‑end, including escalation handling and follow‑up.
- Results‑oriented with a continual improvement mindset.
- Our Offer to You
- Comprehensive benefits
- including annual bonus scheme, 25 days annual leave + bank holidays
- Strong Work-Life Balance
- enhanced policies, focus on employee wellbeing, employee engagement events, early finish on Fridays
- Global Exposure
- work with international stakeholders and teams across METTLER TOLEDO's global network
- Inclusive Culture
- thrive in an environment that values authenticity, diversity, and inclusion.
- Career Progression
- learn from industry experts, enhance existing skills, benefit from our commitment to training and development.
- About Mettler Toledo
METTLER TOLEDO is a global leader in precision instruments and services.
We are renowned for innovation and quality across laboratory, process analytics, industrial, product inspection, and retailing applications.
Our sales and service network is one of the most extensive in the industry.
Our products are sold in more than 140 countries, and we have a direct presence in approximately 40 countries.
For more information, please visit www. mt. com.
Equal Opportunity Employment
We promote equal opportunity worldwide and value diversity in our global workforce, which reflects the diversity in the many countries in which we operate internationally.
Our commitment to Equal Opportunity and Diversity begins with our recruitment and selection process.
We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the job application or interview process.
If you consider yourself to have a disability or learning difficulty which means you are unable to complete the application process online, please get in touch by email to ukrecruitment@mt. com so that we can make alternative arrangements for you.
For more information on our commitment to Sustainability, Diversity and Equal Opportunity please visit us here.
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Customer Support Specialist in Royston employer: Mettler--toledo-2
At METTLER TOLEDO, we pride ourselves on being an exceptional employer, offering a supportive work environment in Royston that prioritises employee wellbeing and career growth. As a Customer Support Specialist, you'll enjoy comprehensive benefits, including an annual bonus scheme and 25 days of annual leave, while working collaboratively with international teams to enhance customer satisfaction. Our inclusive culture fosters diversity and authenticity, ensuring that every team member can thrive and contribute to meaningful advancements in precision instruments and services.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist in Royston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mettler--toledo-2. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mettler--toledo-2 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Specialist in Royston
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mettler--toledo-2:Your cover letter is your chance to shine! Tell us why you want to work at Mettler--toledo-2 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mettler--toledo-2!
How to prepare for a job interview at Mettler--toledo-2
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
