Technical Support Scientist - Promega UK, Southampton, Hampshire
The Role
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.
Key Responsibilities
- Providing expert advice and troubleshooting for customers in UK, Benelux, Nordic region, 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 (essentially Christmas and New Year)
- We also provide comprehensive technical training for all new scientific staff
- Occasional presentation of technical seminars at customer venues
- Work closely with Strategic Marketing team to provide project-based technical support and guidance
Specific Tasks
- Setting up tickets within MS Dynamics CRM system
- Adding details of assets to CRM database
- Tracking numbers of customer interactions, email, chat, phone
- Undertaking required training webinars to keep knowledge up to date using Promega LMS
- Working with other personnel to design and implement science-based hands-on customer experience
- Checking instrument tablets software and battery charge prior to shipping as required
- Requirement to be SME on particular applications or instrumentation
- Log file analysis for troubleshooting instrumentation
- Training technical colleagues on specific product/application
- Shipping requirements around instrumentation repairs/demos
Relevant Skills and Experience
- PhD In Life Science discipline
- Several years of experience in life science research – specifically molecular biology and/or cell biology
- 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
- The individual must have great interpersonal skills together with excellent communication skills - both spoken and written. They need to be highly customer-focused, reliable, results orientated, flexible, and energetic
- They must also be structured and well organised, capable of using own initiative and lateral thinking - able to work as part of a team with the ability to co-ordinate with many departments and to adhere to strict deadlines
Compensation and Benefits
- A competitive salary plus attractive incentive scheme
- Pension (non-contributory – the company makes a contribution of 10% base salary)
- Private Medical Insurance
Data Protection
We understand and respect the importance of protecting data and staying up to date with the latest compliance responsibilities.
Promega complies with the GDPR as a processor and controller of data.
All information obtained is treated with integrity and confidentiality at all times. This includes offline and electronically stored data.
Please see our full GDPR policy for additional information.
Ready to apply?
We look forward to reviewing your information.