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Job Description
Job Title: Technical Support
Specialist (Imaging) Department: Sales Support
Location: UK
office – Reading
Reports to: Mark Nicholls –
European Service Manager
Key Purpose of the Job:
Provide phone and email based technical support for
Molecular Devices (MDS AT) Imaging products for customers, primarily in the UK.
Working closely with the sales organization to ensure complete customer
satisfaction.
Needs to Do:
1.
Answer and direct telephone, written
and internet based technical calls from MDS AT customers - using knowledge of
both products and MDS AT infrastructure to direct to appropriate contacts for
resolution and follow up to ensure closure
2.
Analyse problems with nonfunctioning
electro/mechanical equipment or software applications to identify problem
area(s) and recommend corrective action.
3.
Assist customers with
MetaMorph/MetaXpress & AcuityXpress software driven system performance
& data analysis/interpretation
4.
Recommend solutions to customer
image analysis and application problems and the development of customer image
analysis routines.
5.
Act as main communication with the
relevant US Tech support group in order to improve local knowledge.
6.
Maintain a log of problems so that
recurring issues can be reported to product development or process improvement.
7.
Provide office based laboratory
support as required. This will involve assembly and testing of integrated
imaging systems and assisting in demonstrations. Some customer site visits may
be required within the UK.
8.
Co-ordinate the integration of
customer systems delivered to the UK Office and where necessary installation of
tested systems at customer sites.
Needs to Know:
- BSc in Biological / Chemical
Sciences with a cellular imaging background
- Basic knowledge and interest
in Laboratory instrumentation (both hardware and software) is essential.
Full and comprehensive training on MDS AT products will be given.
- At least 2+ years (post grad)
laboratory experience
- Practical familiarity with a
selection of microscopes and associated system components required.
- Understanding of the
principles of techniques commonly used in high end imaging facilities
- Strong computer skills and an
interest in software essential
- Fluent in English and any
other European language would be a useful.
Needs to Be:
- A Good communicator;
particularly by telephone/email
- Work independently
- Handle stressful situation
with calm confidence
- Good organization skills
- Customer focused and
persistent
Key
Relationships:
- Field Sales/Applications
Scientists
- Field Service
- MDC customers
- Depot Service and dispatch
- US Tech support and
engineering
Measures of Performance:
- Call closure rate
- Customer satisfaction surveys
- Feedback from the field teams
For further information or a copy of this job specification
please contact [hidden email]
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