Sr. Technical Support Specialist-1

MAIN PURPOSE OF JOB:

A Technical Support Specialist I is responsible for assisting customers and field engineers with technical issues or questions relating to hardware, computer, or software devices. Their duties include taking phone calls from customers or communicating with them through various messaging platforms, helping customers diagnose technical issues over the phone and speaking with them about installing hardware or software solutions on their instruments and/or computers.

SPECIFIC DUTIES & RESPONSIBILITIES:

A Technical Support Specialist’s role in a business is crucial to its operation. Technical Specialist I have primary role of managing 1L Tech Center requests. Attention to details is critical, duties and responsibilities below are key to customer satisfaction:

• Routinely checking their email, messaging platforms or voicemail. 
• Prioritizes needs and addresses support requests from most urgent to least urgent.
• Respond to time-sensitive messages from company employees or customers.
• Handles customer and field technical support cases through phone, email, and other remote diagnostic tools.
• Greet customers in a professional and courteous manner, asking them to describe problems or questions they have and use their knowledge in combination with instruction manuals to help them solve their technical issues.
• Evaluates and assesses each situation to determine the best course of action.
• Escalates need for further assistance through available messaging platforms to 2L/3L Tech Center’s or management.
• Dispatches support cases that require onsite support in a timely fashion.
• Updates and maintains all required documents with current and clear definition.
• Manage time with department meetings and interact with customers and field engineers over the phone or through messaging platforms.
• Supports and drives business KPI’s.
• Occasional overnight travel to assist/train Customer Service Engineers or attend company sponsored training/meetings.

REQUIRED KNOWLEDGE, SKILLS AND EXPERIENCE:

• Prior field or remote support technical experience supporting laboratory and industrial instruments or similar equipment.
• Experience with laser and X-Ray technologies.
• Ability to visualize problems without actually being able to see them.  Critical when providing remote diagnosis.
• Understanding of Microsoft Windows applications, networking technologies and concepts.
• Demonstrate the ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to effectively communicate with internal & external customers via multiple communication channels.

Entry Qualifications

• Bachelor of Science degree in a Science or Engineering field, or equivalent work experience.
• Preference will be given to those with experience in field service or other technical roles.
• Fluency in English, written and verbal is required.  Spanish is a plus

About Malvern Panalytical

Malvern Panalytical is a global leader in the analytics of material and life sciences.

We unleash the power of small things to make big things happen for our customers.

Our vision is to make the world cleaner, healthier, and more productive.

We partner with our customers to make their solutions possible through the power of

precision measurements, our expertise, trusted data, and insights. Our people are

partners in discovery. We collaborate with our customers and with each other to

discover new possibilities and achieve breakthroughs. Our culture is a healthy, high-

performance culture shaped by our values: Own it, Aim High and Be True.

We’re committed to Net Zero in our own operations by 2030 and in our total value

chain by 2040. With over 2300 employees across the globe, we are part of Spectris

plc, the world-leading precision measurement group.

Malvern Panalytical. We’re BIG on small™

Malvern Panalytical, 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.