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Customer Service Engineer Italy Apply locations Home Working, IT time type Full time posted on Posted 2 Days Ago job requisition id 15223

We unleash the power of very small things to make big things happen. Join our team.

PURPOSE OF JOB

Responsible for on-site installations / commissioning, routine maintenance, repair, verification and calibration of Malvern Panalytical Instrument product line in Italy. Provides pre and post-sales support for the Italy managed territory.

REPORTING LINE :

• Line Manager : Italy Service Manager

About the role

• Works independently in accurate diagnosis and solution of customer instrument problems.
• Provides operational training to customers, typically at point of installation, but additionally to ensure effective and safe operation of Malvern Panalytical Instrumentation.
• Responsible for meeting customer expectations for Malvern Panalytical Instruments’ service.
• Provides appropriate and timely documentation for work performed, including Work Order submission.
• Provides feedback on product quality and design issues. Works closely with sales and takes advantage of opportunities to promote Malvern Panalytical products and services.
• Completes training and maintains knowledge and documentation relating to product portfolio, uses all resources available to increase knowledge base including specific databases.
• Follows Malvern Panalytical Instruments / Customers’ laboratory and safety practices.
• Manages company assets including; spare parts stock / kits, company car, telephone, tools, literature, software and computers.
• Provides remote support which is both PC and telephone based to customers.
• Travels extensively and as necessary to achieve the above.
• Supports helpdesk and training activities as and when required.

IMPACT :

• Customer and staff satisfaction.
• Professional image of the Company.
• Sales and Company profitability
• Achievement of Italy after sales orders plan.
• Repeat business.

ACCOUNTABILITY :

Works independently to achieve agreed goals. Reviews status with managers and mentors on a regular basis.

ENVIRONMENT AND HOURS :

Required to travel extensively throughout the Italy to service instrumentation at customer sites and may require overnight stays. The company provides necessary equipment for the role including safety shoes and lab coats.

Contractual hours 40 per week and this role is exempt from the rules of the flexi-time scheme. Overtime unpaid. Occasional travel abroad for training and possible support of other countries.

What you will bring to the role :

• Qualifications in Electronics, Chemistry degree or equivalent level.

Skills & Experience

• Demonstrable experience of working on customer sites.
• Proven experience in a customer field service environment advantageous but not essential.
• Experience of working with X-Ray based scientific instrumentation is an advantage.
• Proven experience in a customer field service environment preferable
• Current, full Italian driving licence.
• Customer and Supplier Communications; on a daily basis communicates verbally with customers at all levels. From time to time may need to do so in writing.
• Internal communication; this will be with the Italy service manager and the Italy Customer Support administrator. Liaise frequently with manager and customer support colleagues. Regular interface with sales team and other Malvern Panalytical departments.

Knowledge

• Self-motivated with good communication and organizational skills
• Well-developed problem solving and trouble shooting skills
• Excellent public relations attitude
• Flexibility

CORE COMPETENCIES :

• Customer Focus
• Decision Quality
• Drives Results
• Communicates Effectively
• Self-Development

Why you should join Malvern Panalytical :

• A fast learning curve in an exciting, challenging, and open environment, where you will work within an interdisciplinary team
• Varied and interesting work, career development and growth, collaborative working
• A vibrant and multicultural team of smart people

About Malvern Panalytical

About us - Malvern Panalytical, Micromeritics and SciAps.

Together we are a powerful and highly complementary combination of market leading technologies.

We are the toolmakers for the world's most innovative companies, academic institutions, and government laboratories.We are their partners in discovery.

Malvern Panalytical instruments analyze the chemical, physical and structural nature of materials, from proteins to polymers and semiconductors to minerals. Our leading technologies measure particle size, shape, concentration and zeta potential, biomolecular interactions and stability, elemental concentrations and crystallographic structure.

Micromeritics manufactures systems for the characterization of particles, powders, and porous materials for a wide- range of end markets including catalysts, chemicals, building materials, clean-tech and battery. Our leading technologies measure surface area, porosity, density, adsorption and particle activity.

SciAps specializes in portable X-ray fluorescence (XRF), laser-based (LIBS) and near-infrared (NIR) analyzers to measure any element in any environment. SciAps is the Center of Excellence for our handheld instruments.

We have a global footprint with R&D and manufacturing sites in North America, Europe, and Asia. We are more than 2,500 employees in a customer-focused organization with sales and service offices in 20 countries, all committed to delivering expert and responsive customer support.

Part of Spectris plc, a publicly traded FTSE 250 company, Spectris combines precision with purpose, delivering progress for a more sustainable world. Precision is at the heart of what we do – our leading, high-tech instruments and software equip our customers to solve some of their greatest challenges to make the world cleaner, healthier and more productive.

Malvern Panalytical, Micromeritics & SciAps

Your Partners in Discovery

Malvern Panalytical, Micromeritics and SciAps, 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.

About us

Together we are a powerful and highly complementary combination of market leading technologies.

We are the toolmakers for the world's most innovative companies, academic institutions, and government laboratories. We are their partners in discovery.

We have a global footprint with R&D and manufacturing sites in North America, Europe, and Asia. We are more than 2,500 employees in a customer-focused organization with sales and service offices in 20 countries, all committed to delivering expert and responsive customer support.

Part of Spectris plc, a publicly traded FTSE 250 company, Spectris combines precision with purpose, delivering progress for a more sustainable world. Precision is at the heart of what we do – our leading, high-tech instruments and software equip our customers to solve some of their greatest challenges to make the world cleaner, healthier and more productive.

Malvern Panalytical, Micromeritics & SciAps

Your Partners in Discovery

Malvern Panalytical, Micromeritics and SciAps, 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.

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