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Langton Howarth Ltd
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Manchester, Greater Manchester
Customer Support Engineer - Laboratory Automation
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Job Type: Full-time |
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Overview
Customer Support Engineer - Laboratory Automation Salary: Negotiable DOE 25 days holidays 8 bank holidays 3% matched pension Private Healthcare (with option to add family) Free Parking on site Quality Mobile Phone and Laptop provided Working with new state of the art technology Training and mentoring on the role from a very experienced and helpful manager Location: Site based at Alderley Park (approx. 3 days per week) & 2 days working from my client’s office in the Manchester area Would you like to work for a fast-growing world market leading laboratory automation company who have achieved over 50% year on year growth and are a multimillion-dollar company that is one of the most talked about in the laboratory automation industry? Would you like to develop and progress within a company and talented team that truly offer fantastic career developments and an inspirational manager to mentor and train you on all the company’s automated machines and software? Would you like to be part of this dynamic and entrepreneurial life sciences automation business that loves what they do and has a real sense of passion and commitment to the success of the company? The Requirements for the Customer Support Engineer: Previous Field Service Engineer/Software Support/Software Engineer experience (2 years), within a Life science, Pharmaceutical, Chemicals, Automotive, Manufacturing, Packaging or even the Automated machines within the Food and beverage market, Industrial Automation is advantageous, but not essential Technical background - Minimum BSc in Computer Science, Robotics or Engineering disciplines. Relevant hands on electrical/instrument/automation biased job experience in lieu of qualification will be considered Physical hands on experience with Object-oriented programming languages: C# or C++ ideally Experience of instrumentation/device maintenance (electrical/mechanical biased) Experience of control software/firmware from a service and maintenance perspective and medium to high level problem diagnosis Experience of robotic/automation system service and maintenance would be an advantage Excellent written and oral communication skills, as well as analytical and problem-solving skills Excellent organisational skills with ability for self-management Computer communications (TCP/IP, RS232) is an advantage Innovative/creative problem solver who has a passion for appeasing customers’ needs through careful and delicate handling If you have an excellent attitude towards customer concerns and are passionate about life sciences, there is huge potential for growth as the company offer a truly unique system and solution and are looking for the best customer service engineers who can manage customers’ concerns and communicate with teams across borders effectively The Role of the Customer Support Engineer: The Field Service Engineer will be responsible for both onsite (approx. 3 days a week at Alderley Park) and remote (approx. 2 days a week office based) troubleshooting & enhancing software for integrated laboratory automation devices with robotic systems using Object-oriented programming languages such as C# and C++, Java Responsible for first line issue handling, diagnosis and communication with customers primarily for automation devices and secondary for robotic systems Responsible for re-integration of devices back into my client’s systems by re-teaching the robotic system (if required) and checking device/system operation, following any installation or service work Communication and resolution of issues with other departments/teams while maintaining ownership Provide clear, concise and accurate updates of the customer support management system for issue handling and customer communication Issue resolution both via back office support (telephone, email, remote connection) and customer site visits within defined service level agreements Development of customer relationships in co-ordination with customer service director and other customer facing people within the company Follow up with customers upon completion of issues to maintain the highest level of service Provide preventative maintenance on customer instruments and systems covered by applicable service contracts or as standalone purchases and maintaining the appropriate service documentation Responsible for maintaining the customer service helpdesk knowledge base with applicable issues and resolutions, from both internal sources and customer reported issues Responsible for co-ordination of issues with third party suppliers of equipment and instrumentation integrated on to the robotic systems (secondary role) The Client: My client are a global market leading laboratory automation and robotics business their continued growth in revenue and headcount is down to their success within the life sciences automation and robotics industry and this all down to repeat business, word of mouth and just great customer service They are very well known for their success in providing flexible and modular automated solutions for laboratories worldwide and a brand new opportunity has become immediately available for an Automation, Robotics/ Liquid Handling Customer Support Helpdesk Engineer to support and troubleshoot their customer’s problems across the UK, Europe and the USA to play an integral part in their growth plans To apply you must have the right to work in the UK. Langton Howarth also operates a recommend a friend referral scheme. So if you know someone who could be good for the role, email your nominated candidate’s name and contact details in confidence via email too, and we’ll ensure you receive £100.00 of vouchers from a high street retailer of your choice once we have successfully placed the person referred by you.