Customer Service Engineer
North Carolina and South Carolina Region
The Customer Service Engineer will become an expert in the service and maintenance of all Malvern Panalytical Inc. products. They will be expected to enhance customer support and product sales in the American territories through a proactive integration of their technical expertise into the daily sales, customer support, & training activities of the Malvern Panalytical team and customer base. They will have direct territorial service responsibility for their defined territory, and will be responsible for instrument testing and calibration, electrical & mechanical repairs, and proactive sale of service contracts and product accessories.
SPECIFIC DUTIES & RESPONSIBILITIES:
- Adhere to all defined procedural guidelines for Malvern Panalytical Support Group.
- Ensure that overall customer satisfaction in the territory is maintained at the highest level possible, by responding to customer inquiries, needs, and/or complaints promptly and courteously.
- Schedule and complete Helpdesk assigned service jobs in a timely fashion, including performance validations using company certified procedures; problem diagnosis and on-site system repair; align, repair, replace, and/or balance component parts and circuitry as required; reassemble and calibrate instruments and equipment.
- As required by the Malvern Panalytical helpdesk, provide backup support for the installation of new equipment at the customer facilities, including the delivery of basic train customer personnel in the operation of the instrument that they purchased.
- Enter and maintain accurate information about territory customers in the CRM and R3 databases.
- As required by the US Service Manager, provide backup support for the Helpdesk by responding to customer support emails and phone calls in a timely fashion during non-travel office days.
- Provide technical assistance to local Account Manager for new product sales by means of customer visits, participation in product demonstrations, and other brick-brick walling activities.
- Provide written quarterly reports to regional Support Manager, along with regular verbal updates.
- Manage expenses within corporate travel guidelines.
COMMUNICATION:
- Customer and supplier communication
- Internal Communication
ENVIRONMENT AND HOURS:
- Standard work week of 40 hours although there is occasionally a need for staff to work beyond this limit.
- Available for unrestricted travel within North America and Europe. Passport Required
- Travel (overnight) up to 75% of the time
- Ability to go onsite for customers requiring clear background checks and passing drug test
REQUIRED KNOWLEDGE, SKILLS AND EXPERIENCE:
Entry Qualifications
- Bachelor’s degree in Science related field.
- Previous or related field experience highly recommended
- Fluency in English, written and verbal, is required.
Skills & Experience
- Experience in X-ray spectroscopy, light scattering, laser diffraction, microscopy, or other laboratory related instrumentation experience, especially customer facing relationships
Knowledge
- Ability to define problems, collect data, establish facts, draw valid conclusions, along with the ability to interpret an extensive variety of technical instructions in mathematical or schematic forms, dealing with abstract and concrete variables
- Practical modern instrumental analysis skills acquired either through research or through on the job experience in an industrial, environmental, laboratory, or pharmaceutical setting
- Standard computer experience (Word, Excel, PowerPoint, etc), not limited to Outlook, Microsoft applications, Webex, and Salesforce
- Read and interpret technical documents, user manuals, and instrumental design schematics.
- Communication (written and oral) skills at all levels and the ability to conduct oneself in a friendly and professional manner.
- Ability to retain information or know where to find it and put this to practical use.
- Common sense attitude, ability to work under pressure, and flexible travel plans
When you join?
Your career will take off with a comprehensive induction program. We then continue to support and develop our employees by improving their skills, knowledge and performance by in-house, on-the-job training, and external training.
We value entrepreneurship and commitment by offering real career possibilities.
You become part of a growing company where you can shape the future of our work processes.
YES, I WANT THIS JOB!
Please click APPLY NOW to submit your CV and cover letter.
About Malvern Panalytical
Malvern Panalytical is a global leader in the analytics of material and life sciences.
We unleash the power of small things to make big things happen for our customers.
Our vision is to make the world cleaner, healthier, and more productive.
We partner with our customers to make their solutions possible through the power of
precision measurements, our expertise, trusted data, and insights. Our people are
partners in discovery. We collaborate with our customers and with each other to
discover new possibilities and achieve breakthroughs. Our culture is a healthy, high-
performance culture shaped by our values: Own it, Aim High and Be True.
We’re committed to Net Zero in our own operations by 2030 and in our total value
chain by 2040. With over 2300 employees across the globe, we are part of Spectris
plc, the world-leading precision measurement group.
Malvern Panalytical. We’re BIG on small™
Malvern Panalytical, part of the Spectris Group, are committed to a diverse and inclusive
culture where everyone can thrive and achieve a fulfilling career. Changing the world isn’t
something you can do on your own, or with a single way of thinking; it takes a wide collection
of experiences, stories, knowledge, and expertise. We encourage applications from
underrepresented individuals and people with diverse backgrounds. We are an inclusive
organization and we prize diversity. Your unique perspective is important to us.
