Company Inforation
Our client is a global leader in in-vitro diagnostics (IVD), with a strong reputation for innovation in microbiology and molecular biology. Their technologies support healthcare providers, laboratories, and hospitals worldwide, helping to improve patient outcomes and advance clinical decision-making. The company is known for investing heavily in training, employee development, and cutting-edge scientific solutions, offering excellent career growth opportunities for specialists within the field.
Role Overview
We’re looking for a technically-minded problem solver to join a close-knit Customer Service Applications team based in Berkshire. This collaborative team of three works closely with 12 Clinical Field Application Specialists and internal Service Engineers, providing hands-on, customer-facing support for users of cutting-edge microbiology and molecular diagnostics tools.
Reporting to the Customer Relationships Centre Manager, you will act as the first line of technical and applications support, primarily via phone and email. The role requires a strong scientific background, ideally as a Biomedical Scientist (BMS) in microbiology or molecular biology, combined with excellent communication skills and the ability to resolve customer queries effectively.
Key Duties
- Act as first-line support for customer queries, providing technical troubleshooting and applications advice by phone and email.
- Deliver timely and accurate responses, ensuring a high level of customer satisfaction.
- Collaborate with Field Application Specialists and Service Engineers to escalate complex cases.
- Manage and prioritise multiple customer cases simultaneously.
- Maintain up-to-date knowledge of products, applications, and diagnostic processes.
- Support continuous improvement within the customer support function.
Person Specification
- Previous experience in technical support or as a Biomedical Scientist (BMS) in microbiology and/or molecular biology.
- Strong organisational skills with the ability to manage multiple cases.
- Excellent communication skills - confident on the phone and professional in email correspondence.
- Empathetic, patient, and customer-focused approach.
- Eager to learn and adaptable within a dynamic team environment.
- Experience working with diagnostic systems or IVD technologies.
- Familiarity with microbiology/molecular solutions.
- Broader technical support experience within the diagnostics industry.
Package
- Compatative base salary
- Bonus: Equivalent to 2 months’ salary (+ company multiplier)
- Holidays: 25 days annual leave
- Home working allowance
- Initial 1-week training in France
- Probation: 6 months