Customer Service Specialist

1 week ago

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

Are you looking for a challenge in a fast-paced environment?


As a Customer Service Engineer at PANalytical (Proprietary) Limited, you will be part of a regional team responsible for the installation, commissioning, routine maintenance, repair, verification, and calibration of Malvern Panalytical products in the African region.


Key responsibilities include:


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:


Customer Services Manager - South Africa


Responsibilities:



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

Requirements:


A strong team player, self-motivated with good communication and organizational skills, who can work independently at customer sites. Experience of working with X-Ray based scientific instrumentation is an advantage.


A passion and drive to provide the highest level of customer satisfaction, analytical trouble shooting and problem-solving skills, demonstrable experience of working on customer sites.


Proven experience in a customer field service environment will count favorably. Current, full RSA driving license.


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 PANalytical:



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

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