Role filled in September 2021 - Science Customer Support Specialist Jobs
Laboratory, Bench Scientist, Scientific, Life Scientist , Research And Development

Covering the following locations: Reading

Customer Support Specialist

PRODUCTS: Coagulation
LOCATION: Office based in Theale, with 50% travel to customers across the UK

This a hybrid role that will predominantly be working on the hotline supporting customers with technical issues related to our instruments, middleware and reagents. You will interact daily with the local service team and our back office support department in France, typically coordinating call-outs for field service engineers and application specialists. From time to time you maybe be expected to facilitate key operator training courses for external customers within our newly developed training facility. You will also be expected to attend regular training courses at the company's Headquarters in Paris. Comprehensive training will be provided and you will be supported by our current hotliner. Your initial training may require roughly 4 weeks of back to back training in Asnieres Paris.

Main duties include;
- Provides Technical telephone troubleshooting to customers for instrumentation and reagents manufactured by the company.
- Analyzes, diagnoses and provides troubleshooting directions to customers.
- Retrains customers on the telephone regarding operation, application, troubleshooting and maintenance.
- Records all aspects of call services, documentation and complaints
- Evaluates needs of Field Service Engineer or Application Specialist intervention and dispatches when needed.
- Provides feedback to Service Manager regarding any instrument or reagent on open issue status.
- Ensure Hotline instruments and reagents are functioning up to specification.
- Escalates complex issues to Advanced Technical Specialists.
- Maintains high level of knowledge on all products in the portfolio.
- Develop expertise on the company's middleware platform in order to support the service team with middleware implementations.
- Provide project support for middleware installations across the UK.

This is a diverse position which requires someone with a flexible work ethic who is willing to travel to the UK and abroad.

This is a hybrid role which will predominantly require the candidate to work at the UK affiliate office in Theale but also support the service team with field support activities across the nation. After the 6 month probation period there would be the opportunity to work from home 1 day per week.

The candidate will report to the Service and Operations Manager and is a pivotal source of information to the sales and service teams.

Person specification:
Candidates must have a minimum of 5 years' experience working as BMS within Coagulation. BMS' working in pathology IT or have a really good a understanding/aptitude to work on middleware/IT implementation projects are highly desirable.

If you like the sound of this challenging diverse position we look forward to receiving your application.

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* Salary Guide
Job Ref: 67528

Nick Walker

Scientific Recruiter 01494 818 059

Why Zenopa?


applications support    product specialist    training    troubleshooting    laboratory    bench scientist    scientific    life scientist    research and development