Customer Support Service Engineer

Here is your chance to join a close team of instrument support engineers, analytical chemists and customer care professionals to deliver a truly customer-focused experience across the Analytical Instrument Market within Australia.  We pride ourselves on offering the highest level of customer service and as a Customer Support Engineer, you would play a pivotal role in maintaining our standing in the Market.

Our products are innovative and groundbreaking, and in many niches, we are the leaders. While our operation is mid-sized, in Australia if you join our Victorian Team, you will be part of a national team where we all know, respect, and support each other.  At the same time, you will be part of a truly Global Company that operates in nearly every corner of the globe. Opportunities for progression if you want them are limited only by your drive.

We value high standards, freedom and accountability in an open honest environment that allows you to be you, so you can learn grow and flourish. That’s why many of our team have been with us for so long and why many of our people who have left through retirement come back to help us.

We believe in inclusivity, ethics, human rights and the power of people not just because it is trendy but because it is the right thing to do. Most importantly our culture is bound by a desire to help our customers succeed and thrive. It’s our goal and our purpose.

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Position Summary:

As a Customer Service Engineer, you will be responsible for:

• Performing instrument installation, commissioning & familiarisation training at our customer's sites before our application scientists deliver deeper applications training and applications support.
• Providing after-sales service support including preventative instrument maintenance, troubleshooting and repair.
• Coordinating with the local Service Engineers and support team to prepare service estimates, manage parts inventory and ensure timely service delivery.
• Preparing and submitting service and maintenance reports following our standard procedures.
• Promoting service contracts and consumables and passing leads to the internal contracts manager and internal sales team.
• Helping our customers in conjunction with a technical sales team with technical advice on renewing or upgrading their aging instruments via the aged instrument replacement process.
• Working closely with the entire sales, service, customer care and finance team to provide high standards of customer excellence.

About You:

• You have a bachelor’s degree, professional degree, Analytical Chemistry degree, and or engineering (Electrical/Electronic) qualification or equivalent.
• Your Analytical Chemistry Degree with work experience and strong troubleshooting capability is highly considered.
• You have at least 5 years of work experience in the operation, troubleshooting, repair, and maintenance, of analytical instruments with an emphasis on ICP-OES & ICP-MS with GCMS and LCMS also advantageous.
• Leadership skills are not essential but you’re your leadership and management skills will allow you to grow in this role with early progression possible.
• A sound understanding of analytical applications with strong problem-solving skills will give you the edge.
• C Class driver’s licence and own transport are essential in conjunction with our car allowance will get you around to your customers.
• Computer literate with knowledge in, MS Office (Word, Excel, PowerPoint) is a must. Experience with a CRM, SAP and Outlook or a fast-learning mentality will help you find your feet quickly
• Located in Victoria and able to travel within Australia and overseas from time to time will likely be required but this will not be a problem for you.
• Independent and able to work with minimum supervision but operating as a solid team member will see your success in this role.
• Self-motivated, proactive, with a sense of urgency and an ability to execute tasks in a timely fashion are attributes essential to this role.
• Your solid interpersonal and communication skills both verbal and written and high commitment to customers and your ability to negotiate will make your job easy and rewarding.

What we offer you:

We offer ongoing virtual and live training and certification.

Generous base salary with both annual and quarterly incentive bonuses.

Salary continuance insurance and superannuation payments.

We will also provide you with a computer phone and tools to complete the job.