Product Support Specialist - Royston - Sartorius

    Sartorius
    Sartorius Royston

    6 days ago

    Description

    Product Support Specialist - Electrical | Mechanical Engineering


    Join our Technical Services team as a Product Support Specialist. You will support the product lifecycle of our cell and gene therapy platform, ensuring successful customer technology adoption and that service and support deliverables are executed and met. In this role you will act as the main coordinator between services and internal stakeholders including Sales, Product Management, Product Development, Manufacturing, Project Team, and Quality. This initial position is full‑time based at our site in Royston, with some hybrid working available.

    Responsibilities

    • Provide remote technical support for internal and external customers, including the Field Service Engineering team.
    • Ensure allocated service requests are closed down within SLA terms.
    • Coordinate the resolution of product‑related problems where solutions do not already exist.
    • Monitor the performance of products in the field.
    • Maintain an online knowledge database for products.
    • Coordinate software and hardware releases to the field.
    • Assist in the writing/editing of technical manuals.
    • Develop preventive maintenance and other routine technical procedures.
    • Manage the content of Sartorius engineer and on‑site engineer training.
    • Liaise with specialists to assist customers in developing/tailoring their equipment applications.
    • Lead meetings with other engineering departments to share data.
    • Manage lines of communication with end users and other key groups.
    • Work with development departments to introduce new capabilities to the field.
    • Commission and install systems at base and on site.
    • Travel to customer sites occasionally.

    Qualifications

    • HNC/HND in Mechanical or Electrical Engineering or a completed Engineering Apprenticeship with a supporting qualification.
    • Commissioning, field, development or mechanical engineering experience within a manufacturing/production environment, ideally in the pharmaceutical or biopharmaceutical industry; candidates from aerospace, food, medical, or defense sectors will also be considered.
    • Experience delivering service/user training to groups of various sizes in person.
    • Experience working in a Project Management environment.
    • Proactive, able to work independently as well as part of a team.
    • Strong communication skills and ability to convey information effectively.
    • High accuracy in technical writing.
    • Strong customer service skills.
    • Experience with MS Office, SAP, and Polarion.
    • Willingness to travel at short notice (30%) nationally and internationally.
    • Right to work in the United Kingdom.

    What We Offer

    • Personal and Professional Development: mentoring, leadership programmes, LinkedIn Learning, internal seminar offerings.
    • Comprehensive onboarding, including a virtual online platform before joining.
    • Welcoming culture: mutual support, team spirit and international collaboration; communities on coaching, agile working and businesswomen network.
    • Health and Well‑Being: healthcare plans and health assessment services.
    • Competitive benefits package, including Group Personal Pension Plan, Private Medical Insurance, Private Dental Insurance, Group Life Assurance, Group Income Protection, and Cycle to Work scheme.
    • Additional benefits: free parking on site; annual option to buy, sell or carry forward annual leave; free hot and cold drinks; regular social events and free exercise classes.
    • 37.5-hour working week; 25 days annual leave plus public holidays.

    About Sartorius

    Sartorius is part of the solution in the fight against cancer, dementia, and many other diseases. Our technologies help translate scientific discoveries into real‑world medicine faster, so that new therapeutics can reach patients worldwide.

    We look for ambitious team players and creative minds, who want to contribute to this goal and advance their careers in a dynamic global environment. Join our global team and become part of the solution. We look forward to receiving your application.

    Application details:


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