Product Service Specialist

Royston, Hertfordshire
18 Oct 2016
16 Nov 2016
Contract Type
Our Royston based client has a new opportunity for a Product Service Specialist to provide expert technical support to customers and field engineering for specific products.

What You'll Be Doing:

* You'll be responsible for one or more product lines, providing technical (hardware/software/process/application) expertise to customers and the field support team
* Ensure all field technical queries and problems are satisfactorily closed down within the agreed customer service levels
* Manage the resolution of all product related problems where solutions do not already exist
* Maintain accurate configuration control records for the field installed base on the company network
* Develop performance metrics, and monitor the performance of allocated equipment in the field
* Build and maintain a product based knowledge database of essential information for allocated products and to actively advertise and share this knowledge with appropriate personnel the company and distributors
* Organise field retrofit and upgrade programmes as required to maintain/improve safety or functional specification
* Develop new services and upgrades around allocated products
* Assist in the writing/editing of technical manuals for equipment operation and maintenance
* Responsible for regularly reviewing technical documentation
* Develop PM schedule and content for allocated products, providing service parts
* Manage obsolescence for all product lines
* To conduct customer and field engineer training
* Assist customers' in developing/tailoring their equipment applications
* Lead relationships with internal groups, providing feedback to product engineering and management on matters relating to field performance
* Manage lines of communication with end users and other key groups
* Champion Quality and Safety initiatives within the Services team

What We're Looking For:

* HNC/HND or degree in Mechanical/Electrical Engineering. Experience in lieu considered.
* Experience as a field support engineer, machine control engineer, development engineer or technical support engineer covering sophisticated capital equipment
* Experience in delivering service/user training to groups of various sizes, face to face
* Experience of systems used in similar bioprocess applications is highly desirable
* High standard of electro-mechanical abilities
* In depth understanding of machine control
* PLC/embedded software
* Effective customer facing skills
* Accurate technical writing skills
* Ability to manage meetings effectively

* Delegation skills
* Product application skills
* Ability to train effectively
* Awareness of HandS regulations
* Working experience within life science/pharmaceutical environments