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Job

Customer Service Engineer

Main Purpose of Job: 
Responsible for on-site installations / commissioning, routine maintenance, repair, verification and calibration of My clients  Instrument product line in the UK. Provides pre and post-sales support for the UK managed territory. 


Responsibilities: 

  • Works independently in accurate diagnosis and solution of customer instrument problems. 

  • Provides operational training to customers, typically at point of installation, but additionally to ensure effective and safe operation of My clients Instrumentation. 

  • Responsible for meeting customer expectations for My clients Instruments' service. 

  • Provides appropriate and timely documentation for work performed, including Work Order submission and Mileage analysis. 

  • Provides feedback on product quality and design issues. Works closely with sales and takes advantage of opportunities to promote My clients  products and services. 

  • Completes training and maintains knowledge and documentation relating to product portfolio, uses all resources available to increase knowledge base including specific databases. 

  • Manages company assets including; spare parts stock/kits, company car, telephone, tools, literature, software and computers. 

  • Provides remote support which is both PC and telephone based to customers. 

  • Travels extensively and as necessary to achieve the above. 

  • Supports helpdesk and training activities as and when required. 

Skills & Experience: 

  • Demonstrable experience of working on customer sites. 

  • Proven experience in a customer field service environment advantageous but not essential. 

  • Experience of working with X-Ray based scientific instrumentation is an advantage. 

  • Proven experience in a customer field service environment preferable 

  • Current, full UK driving licence. 

  • Customer and Supplier Communications; on a daily basis communicates verbally with customers at all levels. From time to time may need to do so in writing. 

  • Internal communication; this will be with the UK service manager and the UK Customer Support administrator at least 3 times (depart home, arrive on site, depart site) per day. Liaise frequently with manager and customer support colleagues, NPI and manufacture. Regular interface with sales team, Director of Customer Services and other of my clients l Instruments departments. 

 

Required to travel extensively throughout the UK to service instrumentation at customer sites and may require overnight stays. The company provides necessary equipment for the role including safety shoes and lab coats. Occasional travel abroad for training and possible support of other countries 

Contractual hours 37.5 per week. Salary package to be discussed at interview.