Mechanical Technician - Customer Support

VRS-UK; Forest Row; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading developer of scientific instrumentation is seeking a Mechanical Technician in Forest Row. This role involves providing technical support and managing post-sales activities. Ideal candidates should have at least 12 months of mechanical engineering experience and strong customer service skills. The position is fully site-based, requiring a valid driver's licence and ability to lift up to 25kg.

Benefits

Collaborative team environment

Qualifications

• At least 12 months mechanical engineering experience within industry.
• Strong customer service mindset with excellent communication and organisational skills.
• Calm, proactive, and adaptable in a fast-paced technical environment.

Responsibilities

• Provide first-line technical support and troubleshooting for instrumentation.
• Manage support cases, work orders, and CRM documentation.
• Maintain and improve Standard Operating Procedures (SOPs).
• Develop training materials for field service staff.
• Coordinate spare parts logistics for efficient operations.
• Liaise with R&D and Quality teams on performance issues.

Skills

Customer service mindset

Excellent communication skills

Organisational skills

Mechanical engineering experience

Job description

Mechanical Technician - Customer Support

Location: Fully site-based in Forest Row, East Sussex
Salary: £30,000-£35,000 plus benefits
Job Type: Permanent, Full Time

VRS are partnering with a leading developer of innovative scientific instrumentation, whose cutting‑edge analytical technologies are used worldwide across the pharmaceutical and biopharmaceutical sectors. Our client is recognised for their technical expertise, high‑quality products, and strong focus on customer success.

Overview

We are seeking an accomplished Mechanical professional to join their team and provide high‑quality technical and customer support to both external customers and internal teams. This is a varied and rewarding role offering a blend of troubleshooting and process coordination, while acting as first‑line support for all products across the business.

Key Responsibilities

• Provide first‑line remote/virtual technical support and troubleshooting for all company instrumentation, accessories, and associated software.
• Act as the central point of contact for post‑sales support activities - creating and managing support cases, work orders, service and parts quotes, and CRM documentation.
• Maintain and improve Standard Operating Procedures (SOPs), ensuring documentation is accurate, effective, and up to date.
• Develop and deliver training materials for field service staff, both virtually and in person.
• Coordinate spare parts logistics to support efficient field service operations.
• Liaise with R&D and Quality teams to report, document, and follow up on quality or product performance issues.

Candidate Profile

• At least 12 months mechanical engineering experience within industry
• Strong customer service mindset with excellent communication and organisational skills.
• Calm, proactive, and adaptable in a fast‑paced technical environment.

Please note this role is 100% site‑based in Forest Row, East Sussex, and you must hold a valid driver's licence, passport and must be able to lift up to 25kg when handling equipment.

In return you'll join a friendly, collaborative team passionate about supporting global customers and driving operational excellence.

Apply to VRS today to be considered!