Technical Support Specialist - Office-Based (Near Derby) | Global Leader in Pharmaceutical Testing Solutions

Are you a seasoned Field Service Engineer looking to reduce your travel, or an Analytical Chemist with a knack for troubleshooting instruments like HPLC, GC-MS, or LC-MS? Join a global leader in providing innovative solutions for pharmaceutical testing and take your career to the next level in a dynamic office-based role with the flexibility to work from home.

About the Company:
Our client is a renowned global leader in delivering cutting-edge solutions for pharmaceutical testing. With a strong commitment to innovation, quality, and customer satisfaction, they have set the benchmark in the industry. As they continue to expand their services, they are seeking a dedicated Technical Support Specialist to join their team near Derby.

Key Objectives:

• Provide exceptional support to customers and field service teams.
• Ensure all incoming technical support requests are handled promptly and efficiently, within defined KPIs.
• Handle requests personally, whether by resolving the issue directly, sending required spare parts, or escalating complex issues to the product management team.
• Track and maintain all raised tickets, ensuring accurate and up-to-date records of cases and NCRs (Non-Conformance Reports).
• Maintain a clean and organized laboratory environment.

Duties and Responsibilities:

• Respond to customer inquiries via phone and email, providing expert advice and support.
• Evaluate and diagnose incoming fault reports, initiating appropriate actions, including ticket registration and remote troubleshooting.
• Collaborate with product specialists as needed to resolve complex issues.
• Ensure swift and effective handling of customer complaints, escalating major deviations or unresolved cases to the Head of Services and 3rd Level Support/Product Management as required.

Competencies:

• Demonstrate a solid understanding of HPLC/GC, with additional knowledge of LC-MS and GC-MS being highly desirable.
• Exhibit strong troubleshooting skills and a proactive approach to problem-solving.

Why Join Us?
This role is ideal for professionals who enjoy solving complex technical challenges while maintaining a work-life balance. Whether you're looking to transition from a field-based role or you're an analytical chemist eager to apply your expertise in a new setting, this position offers the perfect blend of technical engagement and flexibility.

Location: Office-based near Derby with opportunities for remote work.

Apply Today:
If you are ready to join a global leader in pharmaceutical testing solutions and thrive in a role that values your technical expertise and problem-solving skills, we want to hear from you. Apply now to become a part of our innovative team!

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
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