Technical Support Specialist - UK, EMEA, USA

Key Job Function
The successful candidate will join a team focused on providing technical support to new and existing clients for a wide range of products, including laboratory instruments, software, and lab consumables. This role involves regular travel, and when not on customer sites, the candidate will work from the company's office located in South of the UK. Travel will typically be within the UK, Europe, the USA, and other regions as necessary.

Working Hours
The role is based on a 37.5-hour working week, Monday through Friday, from 8:30 AM to 4:30 PM. However, due to the nature of the position, additional hours may be required to accommodate travel and customer needs.

Company Overview
The company specializes in streamlining sample storage, identification, and handling for life science laboratories. They provide high-quality products and outstanding service to laboratories by offering tools that help clients achieve practical, financial, and time-saving benefits. The clientele includes biobanks, research departments at hospitals and universities, as well as biotech and pharmaceutical companies.

Person Specification
The ideal candidate will have a professional approach and be able to represent the company in a positive and professional manner at all times.

Key Skills

• Strong problem-solving and logical thinking skills
• Ability to troubleshoot and repair laboratory equipment
• High attention to detail
• Good organizational, planning, and time management skills
• Team player with the ability to work well with others
• Enthusiastic and open to learning
• Self-motivated and capable of working independently

Main Responsibilities

• Provide world-class technical support to clients in a timely manner
• Conduct customer site visits for equipment fault diagnosis and repair
• Manage spare parts inventory and place orders as necessary
• Collaborate with the manufacturing teams when additional support or technical information is needed
• Contribute to the testing and development of new products
• Respond to support email and telephone enquiries when needed
• Perform quality and functional checks on products before they are sold
• Set up laptops and install software for use with company products

Required Education and Experience

• Experience with equipment repairs both in-house and on-site
• Excellent troubleshooting and problem-solving abilities
• Experience providing direct technical support to customers
• Strong communication and listening skills
• Proven ability to work effectively as part of a team
• Clean driving license
• Competent with computers, operating systems, and major software products
• Ability to maintain discretion and confidentiality