Customer Support Specialist

Mettler-Toledo International, Inc; Royston; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Annual bonus scheme

25 days annual leave

Bank holidays

Work-life balance initiatives

Global exposure

Inclusive culture

Career progression

Job summary

METTLER TOLEDO Safeline in Royston is seeking a Customer Support Specialist to act as the trusted link between international customers and our engineering teams for X-ray equipment. You will own the internal communication lifecycle for inbound service requests, providing clear updates, accurate routing, and confident expectations, while managing BOMs and parts logistics.

Join our Service department in Royston to coordinate specialist engineer deployments and deliver seamless service resolutions

Qualifications

• Experience in fast-paced customer support or service coordination.
• Highly organised with strong communication skills.
• Experience working with international customers, ideally in engineering/manufacturing.
• Proven experience managing customer communications end-to-end, including escalation handling and follow-up.
• Results-oriented with a continual improvement mindset.

Responsibilities

• Serve as the primary contact for customers reporting faults or service requests, managing from report to resolution.
• Provide timely status updates and follow-up to restore confidence and ensure closure.
• Maintain escalation path for complex, urgent, or high-profile incidents.
• Update BOMs, parts lists and service kits; coordinate dispatch and logistics with internal teams.
• Provide first-line diagnostic triage to field engineers and customers and route to specialists.
• Capture feedback and summarize for internal stakeholders to drive improvements.
• Suggest workflow improvements to enhance customer satisfaction and team efficiency.
• Collaborate with field service, supply chain, quality, and engineering to ensure coordinated responses.
• Promote a customer-first mindset across all touchpoints and internal forums.

Skills

Customer support experience

Communication skills

International customers

Escalation handling

Process improvement mindset

Job description

Are you passionate about customer care and technical coordination? As our Customer Support Specialist, you’ll be the trusted link between international customers and our engineering teams for METTLER TOLEDO Safeline X‑ray equipment. You’ll own the entire internal communication lifecycle for inbound service requests—providing clear updates, precise routing, and confident expectation-setting—while managing bills of materials, parts logistics, and specialist engineer deployments to deliver seamless service resolutions.

This is an office based role, in our Service department at the X‑ray Division in Royston. Here, we focus on designing and building advanced X‑ray inspection systems used in food, beverage and pharmaceutical industries to help detect contaminants and ensure product quality.

What You’ll Do

• Serve as the primary, calm and professional contact for customers reporting faults or service requests across all channels, managing expectations from first report through to resolution.
• Communicate empathetically and clearly with timely, proactive status updates and follow‑up to restore confidence and ensure satisfactory closure.
• Maintain and operate an organised escalation path for complex, urgent, or high-profile customer incidents.
• Maintain and update BOMs, parts lists and service kits for Safeline X‑ray (SLXR) equipment, and issue parts requests while coordinating dispatch and logistics with internal supply chain and depot teams.
• Provide first‑line diagnostic triage to field engineers and customers—collecting key symptoms, error codes and relevant media—and route issues to the right specialists without performing detailed root‑cause analysis.
• Capture customer feedback and provide clear summaries to internal stakeholders to drive improvements in product performance, documentation, and service delivery.
• Suggest workflow and communication improvements that enhance customer satisfaction and team efficiency.
• Collaborate closely with field service teams, supply chain, product quality, and engineering to ensure coordinated and effective customer responses.
• Promote a customer‑first mindset across all support touchpoints and represent the customer perspective in internal forums.

What You Need to Succeed

• Experience in a fast‑paced customer support or service coordination role.
• Highly organised with strong communication skills is essential.
• Experience working with international customers, ideally within an engineering or manufacturing environment.
• Proven experience managing customer communications end‑to‑end, including escalation handling and follow‑up.
• Results‑oriented with a continual improvement mindset.

Our Offer to You

• Comprehensive benefits – including annual bonus scheme, 25 days annual leave + bank holidays
• Strong Work‑Life Balance – enhanced policies, focus on employee wellbeing, employee engagement events, early finish on Fridays
• Global Exposure – work with international stakeholders and teams across METTLER TOLEDO's global network
• Inclusive Culture – thrive in an environment that values authenticity, diversity, and inclusion.
• Career Progression – learn from industry experts, enhance existing skills, benefit from our commitment to training and development.

Choose what you do with your skills and apply now to be part of a team that engineers solutions for a better, safer world.

About Mettler Toledo

METTLER TOLEDO is a global leader in precision instruments and services. We are renowned for innovation and quality across laboratory, process analytics, industrial, product inspection, and retailing applications. Our sales and service network is one of the most extensive in the industry. Our products are sold in more than 140 countries, and we have a direct presence in approximately 40 countries. For more information, please visit www.mt.com.