We are seeking a skilled and customer-focused Technical Support Specialist to provide expert remote support and occasional on-site service for our portfolio of GC, GC-MS, LC and Headspace instrumentation.
This role blends technical troubleshooting, customer interaction, and hands‑on instrument expertise, ensuring our customers achieve optimal system performance with minimal downtime. You will work closely with Field Service Engineers, R&D, Sales, and Customers to diagnose issues, guide corrective actions, and support continuous improvement across our global installation base.
This is a highly customer‑facing role requiring strong communication skills, resilience, and the ability to balance technical accuracy with excellent service delivery.
Key Responsibilities
Remote & On‑Site Technical Support
* Provide timely, expert remote support for GC, LC, MS and related software systems.
* Diagnose and troubleshoot complex hardware, software, and application issues.
* Guide customers through corrective actions, maintenance procedures, and system optimisation.
* Conduct occasional on‑site visits to troubleshoot, repair, maintain, install, calibrate, and validate instruments when remote resolution is not possible.
Customer Training & Documentation
* Deliver customer training on instrument operation, maintenance, and best practices.
* Document all service activities, customer interactions, and resolutions clearly and accurately.
* Occasionally deliver hands‑on technical training to service engineers to enhance product knowledge and troubleshooting capability.
Continuous Improvement & Technical Insight
* Identify recurring technical issues and contribute to service process improvements.
* Provide feedback to internal teams on product performance, customer challenges, and potential enhancements.
* Support the development of best‑practice service procedures and knowledge‑base content.
Experience & Education
* Bachelor’s degree in Chemistry, Analytical Chemistry, Engineering, or related scientific field (or equivalent experience).
* Hands‑on experience with GC, LC, and Mass Spectrometry systems, including troubleshooting.
* Strong diagnostic and problem‑solving skills.
* Excellent communication skills and customer‑service mindset.
* Willingness to travel occasionally for on‑site support.
* Experience in customer‑facing technical support or field service roles.
* Understanding of laboratory workflows and analytical processes.
* Experience with preventative maintenance and instrument calibration.
* Strategic Thinking: Understand organisational goals, identify risks and opportunities, and adapt to changing conditions.
* Communication & Collaboration: Communicate clearly with customers and internal teams; work effectively across functions.
* Business Acumen: Understand the commercial impact of service decisions and align work with strategic objectives.
* Initiative & Leadership: Self‑starter with a drive for continuous improvement and ownership of tasks.
* Judgement & Decision‑Making: Prioritise effectively, analyse options, and make sound decisions in unexpected situations.
* Presentation Skills: Deliver clear, engaging training and technical explanations.
Health and Safety
* Always work safely and maintain a safe working environment.
* Report health and safety concerns in line with company procedures.
LIVE SCION INSTRUMENT’S VALUES
* Customer Focus: We prioritize our customers' needs and strive to exceed their expectations through exceptional service, quality products, and comprehensive support.
* Integrity and Trust: We conduct our business with the highest standards of ethics, honesty, and transparency, fostering trust and long‑term relationships with our customers, partners, and employees.
* Innovation: We foster a culture of continuous improvement and creativity, driving technological advancements that enhance our products and services, and contribute to the progress of the scientific community.
* Respect: We treat all individuals with dignity, fairness, and respect, valuing diversity and fostering an inclusive environment where everyone can contribute and thrive.
* Passion: We are passionate about our work and driven by a shared purpose to make a meaningful impact through our products and services, inspiring excellence and dedication in everything we do.
WHY US?
This a great opportunity to join a well‑established, fast‑growing global business with a strong track record of innovation and success. In return, we offer excellent financial rewards and career development prospects. You will be able to work in accordance with our flexible working pattern, which allows for an early finish on Fridays. After an initial qualifying period and subject to the Company’s terms and conditions of employment, SCION Instruments offers a comprehensive range of benefits including a performance‑related bonus scheme, death‑in‑service cover, group income protection, private medical insurance, a pension scheme, paid holidays, subsidised gym membership, a cycle‑to‑work and an employee discount scheme.
As an equal opportunities employer, SCION Instruments is committed to fair and inclusive treatment for all current and prospective employees. We do not tolerate discrimination based on age, disability, sex, sexual orientation, pregnancy or maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
We greatly value a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply.
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