Senior Support Specialist (Chemistry)

Location: Frimley

Role: To Support the Assay Systems

Responsibilities

Perform first and second line telephone troubleshooting. Working within the Customer Support Centre, planning actions that will result in the most effective resolution of customer's technical enquiries.
Conduct quality customer and staff training.
Monitor the progress of interventions at customer’s sites, deciding if escalation procedures should be invoked.
Make proactive and reactive visits to customer sites when appropriate.
Assist in measuring and reporting on system reliability.
Prepare written technical communications for customers and staff.
Inform colleagues of situations where customer satisfaction is compromised or contractual obligations are unlikely to be met.
Comply with work instructions, quality policy, and codes of conduct and health and safety policies at all times.

The majority of the customer support (circa 60%) will be provided by telephone from our Head office in Frimley. The reminder of your time will be split between providing training either at customer sites or at our HQ and providing on site customer application support. Additionally, occasional attendance of training courses and technical seminars in the UK and abroad may be required. As a result a reasonable approach to travel and unsociable hours is required.
This opportunity offers considerable independence of action and will require a large degree of self determination and initiative. To succeed in this role, the successful candidate must quickly gain the respect of others, both colleagues and customers at all levels.



Job Package

competitive salary, car, performance related bonus, 26 days holiday, pension scheme, private healthcare options as well as training on our Assay Systems and products.


Person Profile

Ideally you will be working in a NHS laboratory environment specifically within a biochemistry department. You must have a diagnostic and scientific background and should be able to demonstrate relevant experience in a biomedical environment (or equivalent).
Clinical Chemistry knowledge is essential as is relevant experience in a technical support or mentoring role.
Detailed and up to date technical knowledge of Assay Systems is a prerequisite.
You will be qualified to HNC or equivalent in a relevant subject ie Science, Biochemistry, Chemistry.
You will also have good communication skills both verbal and written, with the ability to deal with customers and staff at all levels.
A moderate degree of computer literacy with knowledge of Microsoft operating systems and Office Suite is required.


Interview Process

2 Stage Interview Process

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