Technical Support Specialist
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Job Description
Technical Support Specialist troubleshooting customer issues and providing technical support for Malvern Panalytical products. Collaborating with field engineers to ensure customer systems run effectively.
Responsibilities:
- Provide remote technical support for Malvern Panalytical products across the AMEC region
- Troubleshoot customer issues and deliver high‑quality technical solutions
- Partner closely with field service engineers to keep customers’ systems running at peak performance
- Document support cases thoroughly and accurately in line with established SOPs
Requirements:
- Strong technical troubleshooting skills across software, hardware, and scientific instrumentation
- Comfortable supporting customer issues via phone, email, and digital platforms
- Deliver Tier 1 & Tier 2 support and collaborate with Tier 3 specialists to resolve complex cases
- Communicate clearly, professionally, and with a customer‑first mindset
- Document support cases thoroughly and accurately in line with established SOPs
- Willing to occasionally travel for onsite support, installations, or training
- Ability to conduct product training sessions for field personnel and customers
- Proactive in maintaining certifications, training, and technical expertise
Benefits:
- Flexible working environment
- Supportive culture
- Strong focus on sustainability and community impact
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