Technical Support Specialist
Job Description
Be a part of a global team where what we do matters! At Epredia, we recognize that our talented employees are vital to our success. Our team is dedicated, our work is rewarding – both personally and professionally – because what we do matters.
We seek talented individuals who will contribute to and thrive in our collaborative, diverse, fast-paced environment while demonstrating a commitment to our core values, People, Customer, Results, Continuous Learning, and Innovation.
People – We win as a team.
Customer – We deliver customer-centric solutions.
Continuous Learning – We learn and always aim to be better.
Innovation – We innovate every day.
Results – Results matter for all of us.
Job Title: Technical Support Specialist
Who you are:
You have energy and drive in abundance, a passion for serving our customers and possess a growth mindset and love of continuous learning, with an appreciation for diverse perspectives and helping others win.
Position Overview:
Our values reinforce our culture of collaboration, growth mindset, and how we serve our customers.
Location: Runcorn, UK
Reports To: Manager, Technical Support EMEA
What you will do:
Join our dynamic team and play a pivotal role in driving our mission forward. As a Technical Support Specialist, you will be at the forefront of providing exceptional factory-based technical support for our anatomical pathology products, primarily assisting field service engineers.
- Troubleshoot and Resolve: Address technical issues for a global customer base via telephone and email, offering remote diagnostic analysis and monitoring.
- Update and Inform: Create and distribute technical updates to clients regarding process changes, new software versions, and new product lines.
- Train and Educate: Develop and deliver training at our Runcorn site or remotely to global support partners.
- Collaborate: Liaise with Engineering and Quality teams to provide client feedback on instrument performance.
- Partner: Work with the Epredia Product Development team, offering service and technical input to the final product design for serviceability.
Reporting Structure:
This position reports directly to the Manager, Technical Support EMEA, and will be an integral part of the Technical Support team, significantly impacting our business operations and success.
Qualifications & Skills:
- HNC/Degree in Mechanical/Electronic Engineering preferred.
- Previous experience in technical support or field/depot repair of instrumentation.
- Strong customer service focus, ensuring a superior experience throughout the customer journey at Epredia.
- Experience in developing and delivering technical training to clients.
- Ability to quickly shift focus and reprioritize workloads to support urgent customer needs.
- Demonstrated methodical approach in preparing technical reports, bulletins, and other documents.
- A logical, systematic approach to problem solving and decision making.
- Capability to work independently and as part of a team.
- Proficiency in Microsoft Office, especially Outlook and Excel.
Company Benefits:
- Competitive salary
- Pension contribution
- Life assurance
- Employee Assistance program
Join us and be a part of a team that values collaboration, continuous growth, and delivering exceptional customer service. Apply today to help us shape the future and make a difference together!
TO ALL RECRUITMENT AGENCIES: Epredia does not accept unsolicited third-party resumes.
Building an Inclusive Culture: We are a company that brings varying backgrounds, ideas, and points of view to inventing on behalf of all customers. Our diverse perspectives are enriched by many dimensions, including race, ethnicity, gender, age, physical and mental ability, sexual orientation, religious beliefs, culture, language, and education, as well as professional and life experience. We are committed to diversity, equity, and inclusion, and leveraging our unique perspectives to scale our impact and growth.
Date Posted
09/06/2024
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