Opportunities for permanent roles in a range of business sectors

Customer Service Support Engineer

The Role

Working under the guidance of a senior colleague, the successful applicant will collaborate with the Analytik team and our international suppliers to provide Analytik customers with first-class after-sales support. The key aspects of the role are:

  • to act as first-line contact for all incoming support queries, whether by email or phone, and
  • to provide office-based and on-site instrument servicing and problem-solving. We will provide full training to help you grow your knowledge of our product range over time.

We pride ourselves on our customer service, so this role makes a real difference to the company’s performance and customer perceptions, and you will have the scope to really make the job your own. You will be encouraged to take on projects and responsibilities and will be supported by us as you develop within the role. Most of your training will be in house, however there may also be opportunities to travel to overseas suppliers, for training opportunities.

You will have the opportunity to work with cutting edge scientists, some of whom are World leaders in their field and you will also have the opportunity to visit and work within World leading R&D facilities (Imperial College, NPL, DSTL, UCL etc.)

While the majority of the role will be focussed on managing our service relationships with our customers and carrying out regular and ad-hoc servicing and repairs, the nature of joining a small team means that you must also be willing to assist colleagues with other tasks around the business as needed. In addition to supporting the overall success of the business, this will provide valuable insight into company operations and help form strong working relationships with the wider team and be key to your becoming an integral and valued team-member.

Your responsibilities will include:

  • Day-to-day running of Analytik’s support helpdesk, booking in support enquiries.
  • Coordinate responses to customer support requests, liaising closely with relevant Specialists, suppliers and our administration as appropriate.
  • Provide direct support to customers, both regular planned maintenance and ad-hoc service, with assistance from colleagues and global suppliers where appropriate. This will involve site visits.
  • Ensure customer service requests are resolved in a timely manner and with optimal client satisfaction.
  • Provide quotations for services, support plans, spares and consumables and plan appropriate follow up.
  • Maintain accurate service and support records and internal Standard Operating Procedures by updating company systems.
  • Proactively look for opportunities to add value with Support Contracts, Training and Spares sales, or by passing other business opportunities to appropriate Sales Specialists.

The Applicant

We are looking for a passionate, enthusiastic self-starter with a genuine interest in becoming an integral part of the Analytik team. You will have a real interest in how things work, you will like working with your hands and are be interested in developing an understanding of our scientific products.  You love problem solving and the satisfaction of knowing that you’ve helped customers and colleagues.  You’re always on the lookout for ways in which you can make a difference and pride yourself on getting things done. You can manage your time and workload effectively and thrive on collaborative working, whilst also being able to get on with your work individually.  You’ll enjoy working closely with our customers and our suppliers and forming close productive relationships with all of them.  You won’t be fazed by needing to juggle work and priorities.

Requirements

Essential:

  • At least two years’ work experience or education to degree level or equivalent
  • Positive, enthusiastic attitude and willingness to learn
  • Well-organised and able to manage your time and multiple projects
  • Confident IT systems user, particularly competent in using email (Outlook experience preferred)
  • Clear ability to work remotely from a variety of locations with minimal supervision
  • Full UK driving license and access to own transportation, and comfortable travelling and staying away where required

Desirable:

  • Experience in maintaining equipment of any sort, as well as solving issues and producing fixes – this could be recreational rather than work-based
  • Awareness/experience (or understanding of the need to learn the importance) of industrial H&S issues, PPE etc. – active consideration of safe working practices is essential
  • Experience of using a CRM system (e.g. Salesforce, Pipedrive, Freshworks)
  • Experience of using a helpdesk system