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Customer Service Engineer

4 weeks ago

Randburg, Gauteng, South Africa PANalytical (Proprietary) Limited Full time

Do you want to be a part of an ambitious, fast-growing, international company with a friendly and inclusive culture?

Are you keen to drive growth within a leading global organization whose purpose is to work with our customers, to make the world a better place?

Are you looking for an opportunity to work on complex, innovative analytical software systems?

Those who are always thinking 'what if…'. Does this sound like you? Then read on

MAIN PURPOSE OF JOB:

Responsible for being part of the regional team with on-site installations/commissioning, routine maintenance, repair, verification, and calibration of Malvern Panalytical's product lines in the African region. Provides pre- and post-sales support for the South African managed territory.

REPORTING LINE:

RESPONSIBILITIES:

  1. Works independently and as part of the team in accurate diagnosis and solution of customer instrument problems.
  2. Provides operational training to customers, typically at point of installation, but additionally to ensure effective and safe operation of Malvern Panalytical Instrumentation.
  3. Responsible for meeting customer expectations for Malvern Panalytical Instruments' service.
  4. Ensures own documentation is appropriate and timely, including expense, installation, and maintenance reports.
  5. Works closely with sales and takes advantage of opportunities to promote Malvern Panalytical products and services.
  6. Completes training and maintains knowledge and documentation relating to product portfolio.
  7. Follows and promotes Malvern Panalytical's/Customers' laboratory and safety practices, ensuring safety files and site access is in order and up to date.
  8. Manages own company assets; spare parts stock/kits, company car, telephone, tools, literature, software, and computers.
  9. Provides telephone support to customers.
  10. Travels extensively and as necessary to achieve the above.
  11. Helps to grow customer satisfaction using standard KPI's.

What do you need to be successful in this role?

  1. Experience of working with X-Ray based scientific instrumentation is an advantage.
  2. National Diploma in Electronics, Electrical Engineering, or equivalent.
  3. A strong team player, self-motivated with good communication and organizational skills, who can work independently at customer sites.
  4. A passion and drive to provide the highest level of customer satisfaction.
  5. Analytical troubleshooting and problem-solving skills.
  6. Demonstrable experience of working on customer sites.
  7. Proven experience in a customer field service environment will count favorably.
  8. Current, full RSA driving license.
  9. Liaise frequently with manager and customer support colleagues. Regular interface with sales team and other parts of the business required to maintain customer satisfaction.

Why you should join Malvern Panalytical:

  1. A fast learning curve in an exciting, challenging, and open environment, where you will work within an interdisciplinary team.
  2. Varied and interesting work, career development and growth, collaborative working.
  3. A vibrant and multicultural team of smart people.
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