Technical Support Specialist

Involves;

• Reporting to the Technical Service Manager
• Working in 3 keys areas: Technical Support, Custom Quotation, and R&D Application Testing.
• Technical Support:

• • Providing technical support via telephone, email and online chat to end-users, distributors and colleagues for our full range of chemistry products
  • Pre-sale product selection/specifications
  • Post sales enquires including assisting with product installation, start-up, set-up issues and diagnosing faults
  • Communication with suppliers and/or QA regarding any technical difficulties with supplied equipment
  • Providing support to the Marketing department, including technical advice, copy writing, blogs, instructions, FAQ’s etc.

• Custom Quotations

• • Liaising with end-users, distributors and our sales teams to understand custom requirements
  • Prepare and send quotations, with full costings and technical detail
  • Following up quotes and monitoring quote statistics
  • Managing custom orders, including co-ordinating the manufacture or supply of the quoted items, checking, assembling and testing items pre-delivery

• R&D and Application Testing

• • Testing prototypes including debugging, functional, performance testing of products and producing reports and sharing with the team
  • Testing applications on existing products, including supporting customer queries or technical issues

• Excellent communication skills, both written and oral, with the ability to effectively interact pleasantly and positively with a wide range of internal and external contacts both in the UK and overseas
• Proactive and well organised with good attention to detail and ability to maintain high levels of accuracy
• Enthusiasm and perseverance with a positive ‘can do’ attitude
• Good prioritising skills as role is multifunctional and hectic at times
• Forward thinking always looking for ways to improve current systems and suggest new initiatives
• Diligent attitude with the determination to see things through to completion
• Capable of working as part of a team and able to use own initiative when working individually
• Willing to get stuck in with hands-on work
• Adaptable and willing to learn new skills

• Scientific background via degree or similar level qualification (e.g. in chemistry, physical sciences, or via practical lab experience)
• Experience of working in a technical support role is beneficial, but not essential
• Hands-on laboratory skills preferred
• Fully IT literate with standard Microsoft Office packages (e.g. Word, Excel, and PowerPoint)