Technical Support Specialist

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Malvern Panalytical

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏭 Manufacturing

🏥 Healthcare

💼 Consulting

Manufacturing • Healthcare • Consulting

Malvern Panalytical is a leading provider of precision analytical instruments and solutions. Their product range includes particle size analyzers, X-ray fluorescence (XRF) spectrometers, X-ray diffractometers (XRD), and near-infrared (NIR) spectrometers, which are used in a variety of industries, including pharmaceuticals, mining, energy storage, and metals analysis. The company focuses on enhancing productivity and product development by offering tools for detailed physicochemical insights, facilitating accurate process control, and optimizing quality across applications. Malvern Panalytical is committed to advancing scientific understanding to develop cleaner, healthier, and more productive environments.

📋 Description

• Provide Tier 1 and Tier 2 technical support to customers and field personnel across the Americas via phone, email, and remote support tools. • Troubleshoot software, hardware, and application issues to quickly resolve customer concerns and minimize equipment downtime. • Collaborate with Tier 3 Engineering, Application Specialists, and Global Support teams to investigate and resolve complex technical problems. • Deliver exceptional customer service through professional, accurate, and timely communication with both customers and internal stakeholders. • Document service activities, technical findings, and resolutions while maintaining accurate records within established service management systems.

🎯 Requirements

• Associate's or Bachelor's degree in Engineering, Electronics, Physics, Chemistry, or a related technical field, or equivalent industry experience. • Experience in technical support, field service, or customer support within an instrumentation, laboratory equipment, or industrial technology environment. • Strong troubleshooting skills involving software, hardware, and technical applications. • Excellent verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audiences. • Strong customer service orientation with a commitment to delivering an exceptional customer experience. • Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment. • Willingness to travel up to 15% for customer support, installations, and training. • Valid passport or the ability to obtain one.

🏖️ Benefits

• Support customer satisfaction initiatives by ensuring issues are handled efficiently and escalated appropriately when necessary. • Develop and deliver technical training for Field Service Engineers, internal support teams, and other stakeholders as needed. • Provide occasional onsite support for system installations, troubleshooting activities, customer training, and technical escalations. • Maintain technical expertise through ongoing training, certifications, product updates, and professional development programs. • Support continuous improvement initiatives by identifying opportunities to enhance support processes, knowledge sharing, and service effectiveness. • Travel up to 15% to support customer needs, training activities, installations, and business requirements.