Product Support Specialist New - Welwyn Garden City, United Kingdom - Clearline Recruitment

Clearline Recruitment
Clearline Recruitment
Verified Company
Welwyn Garden City, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Our client, a global name in Pharmaceuticals, is one of the top 100 companies to work for in the UK, and they are looking to hire a Product support Specialist to join their team on a temporary, 6 month basis.

This is a field-based role.

  • Be responsible for providing general information solutions technical or scientific support to internal/external customers
  • Handle customer enquiries from the acceptance of Information Solutions product problems through to case resolution
  • Support senior colleagues as the interface between customers, field force and global divisions, and deliver sustainable solutions for support cases
  • Provide on site support activities to assist colleagues if necessary during complex situations

Responsibilities
Handling of customer and staff enquiries

  • Processing internal and external customer enquiries / complaints and troubleshooting
  • Identification or product quality issues and escalation to the next level of skill and / or specialism
  • Identification of customer issues and development of appropriate action plans
  • Use of remote service for diagnostic support
  • Documentation with CRM system
  • Handling of simple customer complaints including communication with customers and colleagues
  • Evaluation work in Test IT environment to assist troubleshooting
  • To provide out of hours telephone support, if required
On-site service activities

  • Troubleshooting onsite following discussions with field support representatives
  • Planned maintenance activities to assist field support representatives, i.e. maintenance, installation, modification
  • Basic corrective maintenance activities to assist field support representatives
  • New system evaluation and correlation
  • Minimum number of site visits per annum to maintain knowledge of local laboratory practice and requirements
  • Assisting sales personnel with instrument demonstrations, as required

Requirements:


  • Degree or relevant professional qualification
  • Has experience of working in the Point of Care (POC) and/or Laboratory environment
  • Has a good understanding of the Information Solutions IT portfolio and has worked with the products previously
  • Troubleshooting experience
  • Knowledge of Customer Relationship Management (CRM) and web delivery tools
  • Understanding of the Diagnostics industry and familiar with working in a multicultural environment
  • Troubleshooting experience
including excellent attention to detail.

  • Able to prioritise and simplify work for self
  • Good Communication Skills
  • Resilient and comfortable dealing with multiple enquiries from all levels in a fastpaced customer centric organisation
  • Awareness of challenging technologies (Cloud computing, AI)
  • Technical skills related to the product range e.g. Awareness of HL7, ASTM, XML (XMLstylesheets) and communication protocols including: RS232, TCP/IP, FTP.
  • Naturally assertive
  • Able to work independently and in a multicultural team environment
  • Fluent English language, written and verbal
  • Full UK/EU (or equivalent) driving licence
  • Passport (required for overseas training)

Job Title:
Product Support Specialist

Location:
Field-based, Nationwide

Salary:
£180 - £220 PAYE basic per day

Full Time

Temporary Contract Inside of IR35
**For more information and a full job description, please contact Chloe McCausland at Clearline Recruitment.
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