Customer Support Scientist
- A collaborative work environment with opportunities for growth and development
- Relaxed work environment
- Package includes pension & life assurance
Do you know about chromatography equipment, and know how to get it working when there's an issue? Here's an opportunity to work with multiple well-known brands of scientific equipment, helping customers across the UK & Ireland without having to drive around the country to do it.
You'll be the first point of contact for scientists who need help, making sure they receive the highest quality service. From remote troubleshooting to in-house testing, managing support tickets, and coordinating with field-based engineers to fix complex issues.
You'll be part of a small office-based team who have worked hard to create a culture that everyone enjoys being a part of. Once training is complete, you'll be able to work from home 1 day a week, with the other 4 days spent in the office and lab.
The Role: Customer Support Scientist
- Handle customer inquiries through phone and email
- Log and monitor incoming fault reports, creating tickets and taking necessary actions.
- Offer remote troubleshooting, escalating complex issues to product specialists when needed.
- Address customer complaints swiftly, escalating to the Head of Services as necessary.
- Keep the lab environment tidy and well-organised.
The Candidate:
- Strong knowledge of HPLC/GC systems; experience with LCMS and GCMS is highly desirable.
- Excellent troubleshooting skills, with the ability to work autonomously within established guidelines.
- Effective communication skills, both written and verbal, to liaise with customers and internal teams.
- A proactive approach to problem-solving and a commitment to delivering high-quality support.