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Job Reference: SVJ919

Technical Support Engineer (Mass Spec)

  • United Kingdom, United Kingdom, United Kingdom
  • Permanent / Full Time
  • Steven Jeffers
  • £35000 - £40000

We are looking to secure a Technical Support Engineer for our well established client. You can be based anywhere in the UK as this is a field based position and you will be visiting customers acorss your area.

Job Purpose

To deliver an effective and efficient service / repair & technical support of the newer range of Waters Mass Spectrometer systems, especially XEVO


Knowledge, Skills and Experience Required

  • Good general standard of education with a Chemistry/ Biochemistry / practical laboratory analytical instrumentation (chromatography) background.
  • Science background – Chemistry, Biochemistry, Electronics
  • Robust knowledge of repair and servicing of newer range of Waters Mass Spectrometers (XEVO) being an added advantage.
  • Extensive Knowledge and understanding of Chromatography systems
  • Ability to conduct chromatography instrument service in internal laboratory and then perform installations/ training for new customers
  • Intermediate/advanced knowledge and experience of Microsoft office suite, Outlook or equivalent and ability to learn and work with bespoke software packages
  • Demonstrable ability to work alone or as part of a team.
  • Proven ability to work flexibly and accurately with changing priorities and workload, and provide cover for colleagues
  • Excellent time management and organisation.
  • Knowledge, understanding and experience of complying with quality control procedures and able to demonstrate familiarity with the requirements of ISO 9001/2000.
  • Understand  chromatography with the ability to be able to develop skills further with internal training which will be provided
  • Sales & Marketing input associated to new applications
  • Be aware of customer satisfaction, service performance and offer suggestions for continued improvement

Key Result Areas

  • Qualify and Validate newer Waters Mass Spectrometers (preferably XEVO in Compliance with protocols or manufacturers protocols to deadlines
  • Input and maintain the integrity of data entered into the service report management system.
  • Attend client sites and service/repair/replace instrumentation and equipment in accordance with quality management systems and ISO procedures.
  • Build and maintain excellent working relationships with key account and all chromatography service contacts.
  • Support technical enquiries from incoming calls and on-site customers. Provide onsite training to customers.
  • Continually review work practices and make recommendations to line manager to increase the efficiency of current operations and customer satisfaction.
  • Be aware of the company’s product services, understanding what the customer requires and relate this back to the appropriate person within the company to meet the customer’s needs.
  • Build and maintain harmonious working relationships with colleagues
  • Exceed customer expectations through excellent CRM.
  • Pass any new potential sales leads back to the Sales team

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