We’re looking for an individual to provide our customers with efficient on-site and remote technical support for our innovative products. You will be responsible for building robust and effective customer and peer to peer relations whilst delivering a variety of technical services within targeted timeframes
About us:
Our HQ based in Melbourn, near Cambridge, UK, SPT Labtech makes products that transform the way scientists work. For more than two decades, our expert scientists, engineers and business innovators have provided scientists with world-leading, innovative solutions for liquid handling, sample preparation, and sample management that help accelerate research and make a real difference to human health. We work collaboratively with our customers, building trusted relationships that enable us to deliver exceptional, personalized experiences designed for real-world challenges in the lab.
Want to be part of a team that’s truly making a difference?
Your key responsibilities will include:
- Provide on-site and remote technical support for SPT Labtech products including new instrument installations, planned preventative maintenance, reactive repairs, customer training and equipment relocations
- Accommodate a travel schedule occasionally consisting of up to 5 days travel per week and up to 2 consecutive weeks away from home
- Assist with in house return to base and RMA repairs
- Organize schedules to ensure service-related activities are completed on time
- Administer and update SalesForce.com including updating cases, customer contact information and product specific information
- Organize and schedule training sessions for customers and FSEs
- Update the support calendar to provide advanced visibility of daily work schedules
- Submit and circulate site reports within 3 days of completing a customer site visit
- Adhere to the procedures detailed in the SOP for Support
- On occasion be willing to be flexible regarding start and finish times to meet particular, foreseen or unforeseen work including providing support for multiple products
You will have:
- The ability to technically review issues and problem-solve
- Exceptional interpersonal and customer facing skills
- Excellent verbal and written communication skills
- Cooperative attitude and able to work with managers and peers to support the needs of the business
- A desire to maintain and promote a safe, clean, tidy and amicable working environment.
The essentials:
- A sound understanding of electrical and mechanical engineering principles
- Ability to read and interpret electrical, mechanical and pneumatic technical diagrams
- A minimum of 4 years conducting field service duties and working in a customer facing role or an approved apprenticeship with a minimum of 3 years hands on experience of working with electromechanical equipment
- Excellent people skills with a “can do” attitude towards difficult or challenging problems and improving the reliability and customer perception of specialist product
- AAS or BS in mechanical or electrical Engineering or equivalent
We offer highly attractive compensation package and comprehensive benefits, which includes 401K, and private healthcare. We will provide full training for the successful candidate which will take place in the US and at our headquarters in Cambridge, UK.
Our company culture supports diversity and is inclusive of all regardless of race, ethnicity, gender, gender identity, sexual orientation, physical ability, or family status, and we endeavor to support our employees' needs to the best of our ability.
