Science Product Support Specialist - Product & Support Jobs
Laboratory, Bench Scientist

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Covering the following locations: Kingston-upon-Thames

Product Support Specialist, supporting microscopy instrumentation.
An excellent opportunity for a scientist with a practical life science microscopy (widefield systems) experience who is looking to move into technical role!
The company are a global manufacturer, with a great quality product line - they provide comprehensive training and career development opportunities.

PRODUCTS: Life Science Imaging and Microscopy instrumentation
Home/ Office based.

Responsibilities
-Deliver excellent customer enquiry handling, through proactive communication, thorough understanding, basic diagnosis, and provision of accurate information
- Ensure that all customer issues are resolved promptly through high quality technical knowledge and that the progress and action plan for all customer cases are communicated effectively to relevant staff
-Operate business processes including, but not limited to; SAP, CRM, databases, technical service documentation and reporting
- Maintain a strong understanding of all hardware, software, and associated 3rd party product ranges in order to be able to effectively diagnose issues and provide first line support to customers and colleagues
- Act as the central point of contact for product information
- Create, maintain and own centralised knowledge database for all products
- Manage and update product related content for tender response purposes
- Provide feedback and input to Product & Support Manager regarding product as and when required
- Provide customers with first line communications, and support for all product enquiries
- Provide full hardware and software support to customers, in accordance with service protocols and schedules, resolving and escalating issues quickly and efficiently where required
- Keep customers fully informed with the status of cases, including resolution plans and estimated times, as and when required
- Ensure the customer receives an exceptional experience
- Ensure timely, high quality responses are carried out in order to uphold the brand integrity and initiate peer recommendation to support future sales

PERSON SPECIFICATION:
- University Degree in Biosciences or Biophysics related subject
- Experience in microscopy (widefield systems)
- Relevant experience in customer service and office environments
- Experience in providing technical support
- Working knowledge of business process tools and Microsoft packages
- Experience of participating and contributing to project work



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* Salary Guide
Contact Libby
London
Job Ref: 66138

Libby Messitt

Scientific Recruiter

lib@zenopa.com 01494 818 018

Maia D'Souza

Specialist Recruiter

maia@zenopa.com 01494 818021

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