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- Tasks: Provide technical support for innovative cell and gene therapy products and ensure customer satisfaction.
- Company: Join Sartorius, a global leader in life sciences making a real impact on health.
- Benefits: Enjoy competitive pay, 25 days leave, health plans, and personal development opportunities.
- Why this job: Be part of a team shaping the future of healthcare technology and make a difference.
- Qualifications: HNC/HND in Engineering or relevant experience in a technical support role.
- Other info: Dynamic work environment with opportunities for growth and international collaboration.
The predicted salary is between 36000 - 60000 £ per year.
The Product Support Specialist will be responsible for Technical Support of the product NG_ACT. We are looking for a Product Support Specialist in the Technical Services department at Sartorius. In this role, you will be responsible for supporting the product lifecycle of our cell and gene therapy platform to ensure successful customer technology adoption and 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 3 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.
Grow with us – Your Responsibilities- On a daily basis, you will provide remote technical support for our internal and external customers, which includes 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.
- Travelling to customer sites occasionally.
- HNC/HND in Mechanical or Electrical Engineering or Engineering Apprenticeship complete with a supporting qualification.
- Commissioning, Field, Development, Mechanical engineering experience within a manufacturing/production environment working 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 of working in a Project Management environment.
- Being proactive and the ability to work independently as well as part of a team.
- Communicating effectively and the ability to get their point across.
- High accuracy when it comes to technical writing.
- Strong customer service skills and communication skills would also be beneficial.
- Experience with MS Office, SAP, Polarion.
- Willingness to travel at short notice (30%) nationally and internationally.
In order to commence working with us, the successful candidate will have the right to work in the UK.
What we offerAs a growing global life science company, stock listed on the German TecDAX, Sartorius offers a wide range of benefits:
- 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 businesswomen network.
- Health & Well-Being: Wide section of health and well-being support such as healthcare plans and health assessment services.
- Attractive Working Conditions: 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.
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.
Product Support Specialist - Electrical | Mechanical Engineering in Royston employer: Sartorius
Contact Detail:
Sartorius Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Specialist - Electrical | Mechanical Engineering in Royston
✨Tip Number 1
Network like a pro! Reach out to current employees at Sartorius on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Product Support Specialist role.
✨Tip Number 2
Prepare for the interview by brushing up on your technical knowledge related to mechanical and electrical engineering. Be ready to discuss how your experience aligns with the responsibilities of supporting the cell and gene therapy platform.
✨Tip Number 3
Showcase your customer service skills during the interview. Think of examples where you’ve successfully resolved issues or provided training, as this role heavily relies on effective communication and support.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Sartorius.
We think you need these skills to ace Product Support Specialist - Electrical | Mechanical Engineering in Royston
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Product Support Specialist role. Highlight your relevant experience in mechanical or electrical engineering, and any customer service skills that align with what we're looking for.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're the perfect fit for this position. Share specific examples of your technical support experience and how you've successfully communicated with customers or teams in the past.
Show Off Your Technical Writing Skills: Since high accuracy in technical writing is key for this role, consider including a brief example of your writing in your application. This could be a snippet from a manual or a report you've created.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Sartorius
✨Know Your Product Inside Out
Before the interview, make sure you thoroughly understand the NG_ACT product and its role in cell and gene therapy. Familiarise yourself with its features, benefits, and any common issues users might face. This will help you demonstrate your technical knowledge and show that you're ready to support customers effectively.
✨Showcase Your Communication Skills
As a Product Support Specialist, you'll need to liaise with various teams and customers. Practice articulating complex technical concepts in simple terms. Prepare examples of how you've successfully communicated with different stakeholders in the past, whether in training sessions or team meetings.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle real-world situations. Think of scenarios where you've resolved technical issues or coordinated with multiple departments. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Demonstrate Your Customer Service Mindset
Highlight your experience in providing excellent customer service. Be ready to discuss how you've handled difficult customer interactions or gone above and beyond to ensure satisfaction. This will show that you understand the importance of customer relationships in a support role.
