Science Technical Support Engineer Jobs
Applications Support, Product Specialist, Training, Troubleshooting

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Covering the following locations: Derby, Stoke-on-Trent, Walsall

We have a new opportunity with a fast-growing group leader in providing high-quality dissolution testing systems, composite assay and content uniformity workstations and physical tablet testing instruments for the pharmaceutical industry throughout the world. They are looking for a technically minded individual who is keen to learn and grow their career in a technical support role.

LOCATION: Derbyshire
PRODUCTS: Dissolution Testing and Sample Preparation Equipment
CLIENTS: Pharmaceutical laboratories

Objectives:
o Support for Customers / Field Service/ Sales on any technical matter.
o Ensure that all incoming requests received via Tech Support Account (telephone or email) are handled (at least replied) within one working day either.
- answered by the employee himself.
- by sending required spare part(s).
- by assigning a Filed Service Engineer for onsite mission or; in case the request can't be handled by services; the issue is handed over to a product specialist.
o Assignment of service missions to Field Service Engineers (UK/IRL).
o Technical support for Filed Service Engineers; Sales Representatives and Channel Partners (Distributors).

Duties and Responsibilities:
o reply to enquiries by phone and e-mail.
o organise and execute technical training's for distributors and Field Service engineers
o Evaluate incoming fault reports and initiate appropriate measures:
- Registration of incoming requests (setup Tickets).
- Support customers by remote troubleshooting.
- Sending of spare parts (assign administration team).
- Assignment of Field Service Engineers for troubleshoot/repair missions at customer sites.
- If necessary, request support from product specialists.
o Ensure that obligations from signed service contracts are fulfilled complied with and that decisions in the event of damages / defects / malfunctions on measures to be taken to remedy the.
o Ensure prompt handling of customer complaints.
o Inform Service Manager in case of major deviations and for cases which can't be handled by technical support in order to assure proper handover to 3rd Level Support/ Product Management.

Person Specification:
o Someone with a technical mindset/aptitude.
o Someone who is looking to role their sleeves up and be hands on with equipment.
o Scientific degree educated.
o Pharma exposure is preferred.
o Experience in technical support is required.
o Willingness to learn.
o Experience with instruments.


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* Salary Guide
Please call Dennis
Derbyshire
Job Ref: 65200

Dennis Burgess

Recruitment Consultant

dennis@zenopa.com +44 1494 818 056

Why Zenopa?

  • Long standing relationships

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    Zenopa operate a Quality Management System (QMS) and we're audited to ensure an excellent quality of service.

  • Interview Preparation

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    Zenopa provide a constant service. There will always be someone at the end of the phone to answer your questions.

  • Recruitment with Integrity

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    Our Customer Service standards are extremely high. We are highly recommended by 96% of clients and 98% of candidates.