Product Support Specialist

Based in Leatherhead -£32,000 - £39,000 salary -Training provided - 37.25 hours per week -28 days holiday + bank holidays -Free onsite parking Job specification: * Conduct installation and provide basic user training. * Perform maintenance, servicing, upgrades, and repairs. * Manage the processing of repairs returned to the factory. * Address customer support inquiries through the Helpdesk. * Handle support cases efficiently to meet KPIs and customer expectations. * Promote and sell after-sales products and services. * Oversee after-sales opportunities and quotations through the CRM system. * Develop technical procedures for troubleshooting and support. * Assist in the creation and upkeep of after-sales and support documentation and media. * Support the maintenance of the CRM database. * Manage after-sales catalogues and pricing lists. * Write support content for the company website. * Ensure all support-related activities are accurately documented in company systems. * Participate in extensive international travel to meet Customer Support Team goals. * Coordinate with the Production department for stock requests required to fulfil duties. * Train new staff members when necessary. Person specification: * A minimum of a Bachelor's degree in a Science or Engineering discipline, with primary applications in biology, chemistry, or biochemistry (or equivalent experience/qualification). * Proficient in MS Office. * Willingness to travel. * Strong mechanical and fine motor skills. * Prior experience with scientific instrumentation. * Experience with CRM and MRP database systems is desirable. * Strong commitment to customer service and satisfaction. * Trustworthy, reliable, and dependable. * Holds a full, clean driving license and passport. * Proactive with a positive, can-do attitude. * Exceptional time management and prioritisation abilities. * A problem solver with attention to detail. Additional information: -Pension -Cycle to work scheme -Life insurance -Company shares scheme -Annual pay review Refer a friend and earn £100! If you have a friend who is also searching for a new opportunity in the local area, recommend Optima and if we place them (providing they complete their 3-month probation period), you will receive a £100 retail voucher of your choice! Please note that if you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted. By applying for this vacancy, you accept Optima Recruitment Limited’s Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you. Optima Recruitment Limited are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer