Job Overview
A professional technical support role providing expert advice across all the specified regions served by Promega UK via telephone, email and live chat, as well as offering instrument servicing, maintenance or repair for UK based customers. Supporting colleagues with scientific needs across Promega UK. Strong focus on instrument demos, maintenance and repairs.
Responsibilities
- Providing expert advice and troubleshooting for customers based in UK, Benelux, Ireland and South Africa
- Performing Instrument demos, workshops and IQ/OQs
- Servicing, repair and maintenance of instrumentation both at base and at customer sites
- On call for urgent instrument triaging and shipping of loaner instruments (premier warranties) during holiday shut down periods (across the 3 working days between Christmas and New Year)
- We also provide comprehensive technical training for all new scientific staff
- Occasional presentation of technical seminars at Promega's HQ or at customer venues.
- Work closely with Strategic Marketing team to provide project based technical support and guidance
- Assist in coordinating use of our on-site Laboratory and its readiness for specific activities
Specific Tasks
- Setting up tickets within MS Dynamics CRM system
- Adding details of assets and service agreements to the Microsoft Dynamics CRM database
- Tracking numbers of customer interactions, by email, chat, and telephone
- Undertaking required training webinars to keep knowledge up to date using Promega LMS
- Working with other Promega personnel to design and implement science based hands-on customer experience
- Training technical colleagues on specific product/application
- Checking demo instruments prior to shipping as required
- Organizing shipping of customer instrumentation for repairs
- Involvement in maintaining spare parts and other lab consumables as required
- Opportunity to become a SME on particular applications or instrumentation (as required)
- Opportunity to become proficient in log file analysis for troubleshooting instrumentation issues
Any other duties as determined by your manager
Requirements
- PhD in Life Sciences - Molecular or Cell Biology preferred
- A minimum of 3yrs laboratory research experience
- Hands on experience of instrumentation (e.g. Liquid Handling platforms, Nucleic Acid Purification Instrumentation) - usage and basic maintenance
- Experience of capillary electrophoresis platforms and/or Next Generation Sequencing would
- be valuable.
- Candidate should be self-motivated, determined, and personable.
- Highly organised and skilled at managing time effectively.
#INDUK
Pay: £35,000.00-£45,000.00 per year
Benefits:
- Additional leave
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- Life insurance
- Private medical insurance
Application question(s):
- Are you able to commute into the office in SO16 4 days a week?
- Do you have a full driving license?
- Do you have the full right to work across the UK with requiring sponsorship?
- Are you commercially motivated for a customer facing role?
- Do you have experience with molecular or cellular biology?
Work Location: In person
