Product Support Specialist- (USA)

Product Support Specialist- (USA)

Applied Photophysics is looking to add a new Product Support Specialist- (USA) to our Customer Support Team.

Key Duties:

  • Installation of and basic user training for new instruments at customer laboratories worldwide
  • Maintenance, service, upgrade and repair of existing instruments at customer laboratories worldwide
  • Processing repairs returned to the factory
  • Responding to customer support enquiries received via the Applied Photophysics Helpdesk
  • Responsible for managing cases in order to achieve set KPIs and customer expectations
  • Promoting and selling Applied Photophysics after sales products and services
  • Responsible for managing after sales opportunities and quotations through the CRM database
  • Writing technical procedures for troubleshooting and support
  • Assisting in preparation and maintenance of after sales and support literature and media
  • Assisting in maintenance of CRM database

Other Duties:

  • Maintaining after sales catalogues and price lists
  • Writing Applied Photophysics web site support content
  • Ensuring all support activities are accurately recorded in the company's systems
  • Extensive international travel is required to achieve the Customer Support Team’s objectives
  • Liaise with the Production department to progress requests of stock required for completion of duties
  • Providing backup to other departments when required
  • Training of new members of staff on the instrumentation where required

Minimum Education/ Experience Requirements:

  • Minimum Bachelor’s degree (or equivalent qualification/experience) in a science or engineering subject (the main instrument applications are in the fields of biology, chemistry, biochemistry). A PhD is desirable but not essential
  • Strong fine motor/ mechanical skills working with intricate optical and electronic components
  • Experience in working with scientific instrumentation from both service and support perspectives would be a distinct advantage
  • Experience in working with circular dichroism, stopped-flow, fluorescence and/or UV/vis spectroscopy would be advantageous
  • Experience of CRM and MRP database systems would be beneficial

Preferable Skills and Attributes:

  • Proactive and positive attitude
  • Approachable personality capable of working individually or in a small team
  • Commitment to customer service and satisfaction
  • Strong interpersonal, customer-facing skills
  • Highly motivated with a strong desire to succeed
  • Trustworthy and reliable
  • Ability to communicate clearly about technical subject matters
  • Practical engineering skills
  • Excellent time management and prioritisation skills
  • Ability to problem solve in a logical and methodical manner
  • High attention-to-detail
  • Commercial awareness
  • High level of computer literacy (Windows-based)
  • Spoken and written English to native level
  • Full and clean driving license and valid passport

Role Title: Product Support Specialist- (USA)

Reports to:  North American Sales Director 

Department/Group: Customer Support

Location: Work from home

Territory: Western half of United States

Full Time/ Part Time: Full time

If you wish to apply for this vacancy, please email your CV to:

Please ensure the email subject is 'Application for Product Support Specialist- (USA)'.

We realise that success is all about our people. At Applied Photophysics we take your career growth and personal development as seriously as your contributions to the development and growth of our company. Our mission is to deliver high quality, high performance solutions and world-class support to the scientific research and biopharmaceutical development communities. We count on a group of highly talented people who are the best at what they do. At Applied Photophysics we value diversity, we value ideas, we value innovation, and we value you.

Our commitment to you:

  • opportunities to learn and develop in your job
  • managers who will support you and help you to give 100%
  • join a dynamic, experienced and dedicated workforce
  • fair pay and benefits to reward you for your contribution