We unleash the power of very small things to make big things happen. Join our team.
PURPOSE OF JOB
Responsible for on-site installations / commissioning, routine maintenance, repair, verification and calibration of Malvern Panalytical Instrument product line in Italy. Provides pre and post-sales support for the Italy managed territory.
REPORTING LINE:
* Line Manager: Italy Service Manager
About The Role
* Works independently in accurate diagnosis and solution of customer instrument problems.
* Provides operational training to customers, typically at point of installation, but additionally to ensure effective and safe operation of Malvern Panalytical Instrumentation.
* Responsible for meeting customer expectations for Malvern Panalytical Instruments’ service.
* Provides appropriate and timely documentation for work performed, including Work Order submission.
* Provides feedback on product quality and design issues. Works closely with sales and takes advantage of opportunities to promote Malvern Panalytical products and services.
* Completes training and maintains knowledge and documentation relating to product portfolio, uses all resources available to increase knowledge base including specific databases.
* Follows Malvern Panalytical Instruments/Customers’ laboratory and safety practices.
* Manages company assets including; spare parts stock/kits, company car, telephone, tools, literature, software and computers.
* Provides remote support which is both PC and telephone based to customers.
* Travels extensively and as necessary to achieve the above.
* Supports helpdesk and training activities as and when required.
IMPACT:
* Customer and staff satisfaction.
* Professional image of the Company.
* Sales and Company profitability.
* Departmental efficiency.
* Achievement of Italy after sales orders plan.
* Repeat business.
ACCOUNTABILITY:
Works independently to achieve agreed goals. Reviews status with managers and mentors on a regular basis.
ENVIRONMENT AND HOURS:
Required to travel extensively throughout Italy to service instrumentation at customer sites and may require overnight stays. The company provides necessary equipment for the role including safety shoes and lab coats.
Contractual hours 40 per week and this role is exempt from the rules of the flexi-time scheme. Overtime unpaid. Occasional travel abroad for training and possible support of other countries.
What you will bring to the role:
* Qualifications in Electronics, Chemistry degree or equivalent level.
Skills & Experience
* Demonstrable experience of working on customer sites.
* Proven experience in a customer field service environment advantageous but not essential.
* Experience of working with X-Ray based scientific instrumentation is an advantage.
* Proven experience in a customer field service environment preferable.
* Current, full Italian driving licence.
* Customer and Supplier Communications; on a daily basis communicates verbally with customers at all levels. From time to time may need to do so in writing.
* Internal communication; this will be with the Italy service manager and the Italy Customer Support administrator. Liaise frequently with manager and customer support colleagues. Regular interface with sales team and other Malvern Panalytical departments.
Knowledge
* Self-motivated with good communication and organizational skills.
* Well-developed problem solving and trouble shooting skills.
* Excellent public relations attitude.
* Commercial awareness.
* Flexibility.
CORE COMPETENCIES:
* Customer Focus.
* Decision Quality.
* Drives Results.
* Communicates Effectively.
* Self-Development.
* Collaborates.
Why you should join Malvern Panalytical:
* A fast learning curve in an exciting, challenging, and open environment, where you will work within an interdisciplinary team.
* Varied and interesting work, career development and growth, collaborative working.
* A vibrant and multicultural team of smart people.
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. #J-18808-Ljbffr