Product Support Specialist Electrical | Mechanical Engineering in London

Join our Technical Services team as a Product Support Specialist.
We are looking for a Product Support Specialist in the Technical Services. This role will be responsible for supporting the product lifecycle of our cell and gene therapy platform to ensure successful customer technology adoption and to ensure service and support deliverables are executed and met. You will act as the main coordinator between services and the different internal stakeholders, including Sales, Product Management, Product Development, Manufacturing, Project Team, and Quality.
The team consists of three professionals, but the department overall is expanding and we are looking forward to shaping the future with you.
This initial position is full‑time based at our site in Royston with some hybrid working available. Extended hours: if new service offerings are implemented there will be a need to work extended hours outside of normal working hours.
Your Responsibilities
Provide remote technical support for our internal and external customers, including the Field Service Engineering team.
Ensure allocated service requests are closed down within SLA terms.
Coordinate the resolution of product‑related problems where solutions do not already exist.
Monitor the performance of products in the field.
Maintain an online knowledge database for products.
Coordinate software and hardware releases to the field.
Assist in the writing/editing of technical manuals.
Develop preventive maintenance and other routine technical procedures.
Manage the content of Sartorius engineer and on‑site engineer training.
Liaise with specialists to assist customers in developing/tailoring their equipment applications.
Lead meetings with other engineering departments to share data.
Manage lines of communication with end users and other key groups.
Work with development departments to introduce new capabilities to the field.
Commission and install systems at base and on site.
Travel to customer sites occasionally.
What will convince us
HNC/HND in Mechanical or Electrical Engineering or an Engineering Apprenticeship completed with a supporting qualification.
Commissioning, Field Development, or Mechanical engineering experience within a manufacturing/production environment, working with capital equipment in the pharmaceutical or biopharmaceutical industry would be ideal, though candidates from other industries (i.e. aerospace, food, medical, defense) will also be considered.
Experience in delivering service/user training to groups of various sizes in person would be beneficial.
Experience in a Project Management environment.
Being proactive and the ability to work independently as well as part of a team.
Effective communication skills and the ability to get their point across.
High accuracy in technical writing.
Strong customer service skills and communication skills would also be beneficial.
Experience with MS Office, SAP, and Polarion.
Willingness to travel at short notice (30%) nationally and internationally.
What we offer
Personal and Professional Development: mentoring, leadership programs, LinkedIn Learning, internal seminar offerings.
Making an impact right from the start: comprehensive onboarding including a virtual online platform even before joining.
Welcoming culture: mutual support, team spirit and international collaboration; communities on numerous topics such as coaching, agile working, and women’s network.
Health & Well‑Being: wide range of health and well‑being support such as health care plans and health assessment services.
Benefits
37.5 hours working week.
25 days annual leave plus public holidays.
Free parking on site.
Annual option to buy, sell or carry forward annual leave.
Free hot and cold drinks.
Regular social events and free exercise classes.
Competitive benefits package including:
Group Personal Pension Plan.
Private Medical Insurance.
Private Dental Insurance.
Group Life Assurance.
Group Income Protection.
Cycle to work scheme.
About Sartorius
Sartorius is part of the solution in the fight against cancer, dementia and many other diseases. Our technologies help translate scientific discoveries into real‑world medicine faster so that new therapeutics can reach patients worldwide.
We look for ambitious team players and creative minds who want to contribute to this goal and advance their careers in a dynamic global environment.
Join our global team and become part of the solution. We are looking forward to receiving your application.
Key Skills
Sales Experience, Marketing, Customer Service, Communication skills, Military Experience, Retail Sales, Product Demos, Customer Support, Product Management, Product Development, Unity, Microscopy
Employment Type: Full‑Time – Experience: years – Vacancy: 1
Product Support Specialist Electrical / Mechanical Engineering – Hertfordshire, England, UK
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