Customer Support Engineer based in South of Italy

CUSTOMER SUPPORT ENGINEER BASED IN SOUTH OF ITALY

MAIN PURPOSE OF THE JOB:

Responsible for on-site installations / commissioning, routine maintenance, repair, verification and calibration of Malvern Panalytical Instrument product line in South Italy. Provides pre and post-sales support for the South Italy managed territory.

REPORTING LINE:

- Line Manager: Service Team Leader, Italy Service Manager

RESPONSIBILITIES:

• Works independently in accurate diagnosis and solution of customer instrument problems.

• Provides operational training to customers, typically at point of installation, but additionally to ensure effective and safe operation of Malvern Panalytical Instrumentation.

• Responsible for meeting customer expectations for Malvern Panalytical Instruments’ service.

• Provides appropriate and timely documentation for work performed, including Work Order submission.

• Provides feedback on product quality and design issues. Works closely with sales and takes advantage of opportunities to promote Malvern Panalytical products and services.

• Completes training and maintains knowledge and documentation relating to product portfolio, uses all resources available to increase knowledge base including specific databases.

• Follows Malvern Panalytical Instruments/Customers’ laboratory and safety practices.

• Manages company assets including; spare parts stock/kits, company car, telephone, tools, literature, software and computers.

• Provides remote support which is both PC and telephone based to customers.

• Travels extensively and as necessary to achieve the above.

• Supports helpdesk and training activities as and when required.

IMPACT:

• Customer and staff satisfaction.

• Professional image of the Company.

• Sales and Company profitability

• Departmental efficiency.

• Achievement of Italy after sales orders plan.

• Repeat business

ACCOUNTABILITY:

Works independently to achieve agreed goals. Reviews status with managers and mentors on a regular basis.

ENVIRONMENT AND HOURS:

Required to travel extensively throughout the Italy to service instrumentation at customer sites and may require overnight stays. The company provides necessary equipment for the role including safety shoes and lab coats.

Contractual hours 40 per week and this role is exempt from the rules of the flexi-time scheme. Overtime unpaid.

Occasional travel abroad for training and possible support of other countries.

SKILLS AND KNOWLEDGE REQUIRED OF THE JOB HOLDER:

Entry Qualifications

Qualifications in Electronics, Chemistry degree or equivalent level.

Skills & Experience

Demonstrable experience of working on customer sites.

Proven experience in a customer field service environment advantageous but not essential.

Experience of working with X-Ray based scientific instrumentation is an advantage.

Current, full Italian driving license.

Customer and Supplier Communications; on a daily basis communicates verbally with customers at all levels. From time to time may need to do so in writing.

Internal communication; this will be with the Italy Service Manager, Service Team Leader and the Italy Customer Support administrator. Liaise frequently with manager and customer support colleagues. Regular interface with sales team and other Malvern Panalytical departments.

Knowledge

Self-motivated with good communication and organizational skills

Well-developed problem solving and trouble shooting skills

Excellent public relations attitude

Commercial awareness

Flexibility

CORE COMPETENCIES:

Customer Focus

Decision Quality

Drives Results

Communicates Effectively

Self-Development

Collaborates

YES, I WANT THIS JOB:

Please contact Stefania Mele () if you would like more information about this position.

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