Commercial Posting - UK Job Position Available

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Commercial Posting - UK Job Position Available

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Job Description

Job Title:     Technical Support Specialist (Imaging)                     Department: Sales Support

Location: UK office – Reading          Reports to:  Mark Nicholls – European Service Manager


Key Purpose of the Job:

Provide phone and email based technical support for Molecular Devices (MDS AT) Imaging products for customers, primarily in the UK.  Working closely with the sales organization to ensure complete customer satisfaction. 

Needs to Do:

1.       Answer and direct telephone, written and internet based technical calls from MDS AT customers - using knowledge of both products and MDS AT infrastructure to direct to appropriate contacts for resolution and follow up to ensure closure

2.       Analyse problems with nonfunctioning electro/mechanical equipment or software applications to identify problem area(s) and recommend corrective action.

3.       Assist customers with MetaMorph/MetaXpress & AcuityXpress software driven system performance & data analysis/interpretation

4.       Recommend solutions to customer image analysis and application problems and the development of customer image analysis routines.

5.       Act as main communication with the relevant US Tech support group in order to improve local knowledge.

6.       Maintain a log of problems so that recurring issues can be reported to product development or process improvement.

7.       Provide office based laboratory support as required. This will involve assembly and testing of integrated imaging systems and assisting in demonstrations. Some customer site visits may be required within the UK.

8.       Co-ordinate the integration of customer systems delivered to the UK Office and where necessary installation of tested systems at customer sites.

 Needs to Know:

  • BSc in Biological / Chemical Sciences with a cellular imaging background
  • Basic knowledge and interest in Laboratory instrumentation (both hardware and software) is essential. Full and comprehensive training on MDS AT products will be given.
  • At least 2+ years (post grad) laboratory experience
  • Practical familiarity with a selection of microscopes and associated system components required.
  • Understanding of the principles of techniques commonly used in high end imaging facilities
  • Strong computer skills and an interest in software essential
  • Fluent in English and any other European language would be a useful.

Needs to Be:

  • A Good communicator; particularly by telephone/email
  • Work independently
  • Handle stressful situation with calm confidence
  • Good organization skills
  • Customer focused and persistent

Key Relationships:

  • Field Sales/Applications Scientists
  • Field Service
  • MDC customers
  • Depot Service and dispatch
  • US Tech support and engineering

Measures of Performance:

  • Call closure rate
  • Customer satisfaction surveys
  • Feedback from the field teams


For further information or a copy of this job specification please contact [hidden email]