Pion is a scientifically driven instrumentation company with a long-standing legacy in pharmaceutical and biotech innovation. Trusted by leading organizations worldwide, Pion has been supporting drug development teams for decades through differentiated analytical technologies and deep scientific expertise.
While the company has been established for many years, Pion is currently in an exciting phase of transformation. Ongoing product enhancements, portfolio investments and increased operational focus are positioning the company for its next stage of high growth. These advancements are expanding Pion’s relevance across modern drug development workflows and creating new opportunities with both existing and emerging customers.
This is a particularly exciting time to join Pion. The ideal candidate thrives in an environment where individual contributions are visible and directly impact the company’s strategic growth objectives. Operational excellence, scientific rigor and disciplined execution are essential to success.
Summary
The Technical Customer Support Coordinator will provide direct Technical Customer Support to Pion customers and Pion employees as well as provide backup support to the local field service activities.
Essential Functions
1) Provide 1st line remote/virtual technical support & troubleshooting as the first responder for all Pion products and associated accessories and software.
2) Operate as the direct link between Pion customers and Pion employees in all post system sale support activities, including but not limited to Customer Support Case and Work Order creation, service & parts quote creation, quote follow-up, CRM management, and process closure in the CRM.
o Must ensure all Customer Support activities are properly and efficiently recorded and updated in the CRM to ensure full visibility to the Pion business
3) Act as a critical member of the team in Standard Operation Procedure (SOP) creation, development, deployment, and maintenance.
o Standard Operating Procedure (SOP) documentation creation and maintenance in the procedure database/tools/CRM/repository
o Advice on all Customer Support process efficiency and effectiveness and recommend changes as required.
4) Act as a critical member of the team in the creation, development, deployment, and maintenance of all customer support training documentation
o Train field service personnel (virtually or in-person) on servicing Pion instrumentation as needed.
5) Critical member for all Customer Support Engineers (a.k.a. CSE or Field Service Engineer – FSE) parts management (identification, ordering, reconciliation, etc) activities.
o Will be responsible for parts logistics from part identification to part installation process.
o Will work closely with the Technical Support Specialists, CSEs, and accounts teams to ensure accurate and timely logistical processing of all parts associated with field service activities.
o Coordinate purchasing as needed for bin item spares to maintain field service productivity.
6) Act as a liaison with R&D/Quality Management to properly report, document, process, and categorize all quality-related issues arising from the customer support field team(s).
o Sit in all on escalation reviews.
o Sit in on all RCA/NCR/technical quality review sessions as related to the field activities
7) Monitor, maintain, & update of monthly activity reports for the field service team as required.
8) Will be a critical member of the team that coordinates the implementation and delivery of quality processes.
9) Assist production in documenting, training, and producing (as needed) items essential to equipment sales.
10) Act as a critical member of the Facilities management team as it relates to customer support activities. – ensures that critical customer support elements of the local facility are all in good working order and follow the correct service schedules.
11) Field Service activities on all Pion equipment – including but not limited to repair PM, PV, IQ/OQ, Installation, troubleshooting, commission, etc.
12) Repair Depot activities on all Pion equipment as needed – including but not limited to repair PM, PV, IQ/OQ, Installation, troubleshooting, commission, etc to be completed at any of the designated Pion facilities as required.
13) Record service activities within service management and CRM software.
14) Work within regulated environments.
15) Complete service-related documentation using good documentation practices (cGMP).
Competencies
1. Ability to maintain own schedule with support from various internal teams
2. Excellent customer service skills.
3. Strong mechanical aptitude and use of hand tools.
4. Proficient knowledge of all scientific instrumentation.
5. Excellent organization skills.
6. Ability to keep calm in an ever changing and demanding environment.
7. Ability to work in a fast-paced environment.
8. Ability to manage multiple priorities and switch gears easily.
9. Excellent written and verbal communication skills.
10. Familiarity with ISO procedures
11. Familiarity with IQ/OQ/PM/PV
Travel
The position is office based from the Pion Inc (UK) Ltd office in Forest Row and requires up to 50% domestic and international travel throughout the UK and Europe region with occasional travel to Americas or APAC regions.
Job Requirements
1. Ability to travel up to 50%
2. Ability to work in a manufacturing/production setting across multiple departments.
3. Valid driver’s license and passport
4. Ability to lift 25kgs
Education and Experience
1. University degree in Science or Engineering Fields
2. 2+ years working in a laboratory setting or as a field service representative required
3. 1+ years’ experience with instrument repair/troubleshooting preferred
4. Proficiency with MS Office
This job description is only intended to summarize the duties required of the position and is not all-inclusive. The Technical Support Engineer may be required to perform other duties as directed.
Pay: £32,000.00-£37,000.00 per year
Benefits:
- Company pension
- Life insurance
- On-site parking
- Sick pay
Work Location: In person
