Product Support Specialist

Owlstone Medical
Cambridge, UK
15 Aug 2019
22 Aug 2019
Contract Type
Full Time
Product Support Specialist

Location: Cambridge

Salary: Competitive

Job Type: Permanent

The Product Support Specialist role is essential for enabling customer success at Owlstone. The successful candidate will be joining at an exciting period as we develop and evolve the support strategy for our internal and external customers. The Product Support Specialist will act as a consultant during pre and post-sales support allowing the achievement of Owlstone Medical's and its customers' business objectives. Reporting to the Manufacturing Engineering and Service Manager the Product Specialist will be expected to evolve a deep understanding of our product families and operation to provide first-class customer support for our evolving technology.

Responsibilities of the Product Support Specialist:
  • Professionally and efficiently evaluate and answer customer questions and complaints.
  • Partner with Sales in order to provide strategic plans for new deals or expanding existing customer sites.
  • Conduct on-site or remote customer training.
  • Coordinate new installations and conduct installations.
  • Support new product development and develop methods to demonstrate the suitability of Owlstone's systems for use with customer samples.
  • Develop, write and publish technical documentation and training materials to educate external and internal customers.
  • Regularly communicate technical product updates to customers and Sales colleagues.
  • Take responsibility for monitoring and reporting repairs, providing solutions and proposing continuous improvements.

Requirement of the Product Support Specialist:
  • Demonstrated hands-on skills and knowledge on bench-top gas analysis systems.
  • Proven ability to troubleshoot and resolve technical challenges.
  • Ability to provide equipment specific training to a range of customers.
  • Instrument method development.
  • Customer support and customer facing communication skills
  • Ability to work with Principal Investigators, project leads and nurses.
  • Willingness to travel (Up to 20% of time)
  • PhD with 3+ years of relevant work experience in analytical chemistry or related field
  • Demonstrated ability to perform well independently or collaborating in teams
  • IT skills including MS Office (Outlook, Word, PowerPoint, Excel)
  • Knowledge of instrument vendors' software (Agilent MassHunter, Markes TOF-DS, and/or Thermo TraceFinder)
  • Experience working with Salesforce or other CRM software is desirable.
  • Strong written, verbal and presentation skills
  • Time management
  • Able to operate in a rapidly changing environment.

If you feel like you meet the above criteria of the Product Support specialist, please apply now!

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