Customer Service Specialist

4 weeks ago


Johannesburg, Gauteng, South Africa PANalytical (Proprietary) Limited Full time
Main Purpose of Job:

As a key member of our regional team, you will be responsible for the installation, commissioning, routine maintenance, repair, verification, and calibration of Malvern Panalytical's product lines in the African region. You will provide pre- and post-sales support for the South African managed territory.

Reporting Line:

You will report directly to the Customer Services Manager - South Africa.

Responsibilities:
  1. Work independently and as part of the team to accurately diagnose and solve customer instrument problems.
  2. Provide operational training to customers, typically at point of installation, to ensure effective and safe operation of Malvern Panalytical Instrumentation.
  3. Meet customer expectations for Malvern Panalytical Instruments' service.
  4. Ensure timely and accurate documentation, including expense, installation, and maintenance reports.
  5. Collaborate with sales to promote Malvern Panalytical products and services.
  6. Complete training and maintain knowledge and documentation relating to product portfolio.
  7. Adhere to and promote Malvern Panalytical's/Customers' laboratory and safety practices.
  8. Manage company assets, including spare parts stock/kits, company car, telephone, tools, literature, software, and computers.
  9. Provide telephone support to customers.
  10. Travel extensively to achieve the above objectives.
  11. Contribute to growing customer satisfaction using standard KPIs.
Requirements:
  1. Experience working with X-Ray based scientific instrumentation is an advantage.
  2. National Diploma in Electronics, Electrical Engineering, or equivalent.
  3. Strong team player with good communication and organizational skills, able to work independently at customer sites.
  4. Passion and drive to provide the highest level of customer satisfaction.
  5. Analytical trouble shooting and problem-solving skills.
  6. Demonstrable experience of working on customer sites.
  7. Proven experience in a customer field service environment will be favorably considered.
  8. Current, full RSA driving license.
  9. Frequent liaison with manager and customer support colleagues, regular interface with sales team, and other parts of the business to maintain customer satisfaction.
Why 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.
  4. Career development and growth.


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