- Customer Service & Process Improvement: Maintain a customer-focused instrument return department, implement system improvements, and document processes to ensure excellent service.
- Technical Support: Address customer inquiries, provide application support, and deliver customer training sessions on product use, both online and in person.
- Instrument Maintenance: Diagnose, repair, and calibrate instruments (training provided) while managing preventive maintenance and quality control.
- Data Management & Reporting: Accurately document customer interactions in CRM and ERP systems, and identify trends to inform product improvements.
- Problem-Solving: Conduct root cause analysis for technical issues, implementing corrective and preventative measures to prevent recurrence.
- Product Feedback & Development: Collect and relay customer feedback to support product development, enhance user satisfaction, and improve technical support standards.
- GCSE-level qualifications or equivalent.
- Valid, clean full U.K. driver’s license.
- Strong technical and analytical skills, with a background in general electrical/mechanical knowledge.
- Proficiency in Office 365 and excellent communication skills.
- Scientific qualification and/or additional language skills.
- Responsiveness and accuracy in resolving Instrument Service requests.
- Documented process improvements and timely responses driving customer satisfaction.
- Effective reporting and trend analysis for continuous service enhancement.
- Innovative Environment: Work on pioneering products that lead the field in water and colour measurement.
- Professional Development: Access to training in technical maintenance and calibration, with opportunities for career growth.
- Supportive Team Culture: Join a dedicated technical support team and contribute to continuous product improvement initiatives.