Customer Support Engineer

Position: Customer Support Engineer

Location: Monterrey, Nuevo León, México

REPORTING LINE: DEPARTMENT: Service

• Line Manager: Service Manager

• Matrix Manager(s): Service Manager
   

SPECIFIC DUTIES & RESPONSIBILITIES: include the following. Other duties may be assigned.

• Repair and maintenance of analytical instrumentation

• Perform installation of equipment from delivery to sign-off

• Respond to customer by telephone within 4 hours to evaluate problem

• Perform preventative maintenance per maintenance schedule

• Inform appropriate personnel on all problems using escalation procedure

• Maintain manuals

• Submit electronic paperwork timely and accurately

• Maintain excellent communication with Service Manager on all matters

• Process parts return and repair in accordance with all policies and guidelines

• Keep customers well informed on any open issues

• Manage direct account responsibility with minimal supervision

• Assist in different areas within the District

• Perform all the above duties in accordance with applicable ISO9000 directives and company policy
   

IMPACT:

• Major impact on customer satisfaction.

• Growth and profitability of preventive and corrective maintenance plans.

• Maintains and build upon the professional image of Malvern Panalytical.
   

ACCOUNTABILITY:

Works closely with Service team in order to complete the preventive and corrective maintenance plan according with the recognition process of Malvern Panalytical products.

Operates within the overall policy of the company and keeps within its written rules.

COMMUNICATION:

Customer and supplier communication
Communication on a daily basis with external customers and service department personnel both orally and in writing.

Internal Communication
Direct communication with Service Engineers, Operations team, and regular with other members of the service team.

ENVIRONMENT AND HOURS:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

REQUIRED KNOWLEDGE, SKILLS AND EXPERIENCE:

Entry Qualifications

Bachelor of Science (B.S.) or higher; five years related experience and/or training; or equivalent combination of education and experience. Preferred backgrounds are in general Chemistry, Physics, Mechanical and/or Chemical Engineering.

Strong communications skills – written, oral and presentation.

Valid driver’s license.

Skills & Experience

Minimum of 5 years of application experience in industrial capital equipment; strong preference given to Analytical Instruments, Remote Sensing equipment, Spectrometers or general instrumentation sales.

Knowledge

The employee must be fluent in both written and spoken Spanish. This would include, but is not limited to, conversing with potential customers in order to establish a mutually beneficial dialogue, writing email responses, maintaining information in a database, and preparing reports.

Ability to travel up to 100% of the time, both domestically and internationally.

Ability to lift up to 50 lbs

Ability to understand customer needs and how to handle them

Additionally, the employee must have 80% of English language in order to converse via oral and/or writing with other global coworkers attend to international meetings and understand the internal systems.

About us - Malvern Panalytical, Micromeritics and SciAps. 
Together we are a powerful and highly complementary combination of market leading technologies. 

We are the toolmakers for the world's most innovative companies, academic institutions, and government laboratories. We are their partners in discovery.

Malvern Panalytical instruments analyze the chemical, physical and structural nature of materials, from proteins to polymers and semiconductors to minerals. Our leading technologies measure particle size, shape, concentration and zeta potential, biomolecular interactions and stability, elemental concentrations and crystallographic structure.

Micromeritics manufactures systems for the characterization of particles, powders, and porous materials for a wide- range of end markets including catalysts, chemicals, building materials, clean-tech and battery.  Our leading technologies measure surface area, porosity, density, adsorption and particle activity.

SciAps specializes in portable X-ray fluorescence (XRF), laser-based (LIBS) and near-infrared (NIR) analyzers to measure any element in any environment. SciAps is the Center of Excellence for our handheld instruments.
We have a global footprint with R&D and manufacturing sites in North America, Europe, and Asia.

We are more than 2,500 employees in a customer-focused organization with sales and service offices in 20 countries, all committed to delivering expert and responsive customer support.

We are part of Spectris. Spectris combines precision with purpose, delivering progress for a more sustainable world. Precision is at the heart of what we do – our leading, high-tech instruments and software equip our customers to solve some of their greatest challenges to make the world cleaner, healthier and more productive.

Malvern Panalytical, Micromeritics & SciAps
Your Partners in Discovery

Malvern Panalytical, Micromeritics and SciAps, part of the Spectris Group, are committed to a diverse and inclusive culture where everyone can thrive and achieve a fulfilling career. Changing the world isn’t something you can do on your own, or with a single way of thinking; it takes a wide collection of experiences, stories, knowledge, and expertise. We encourage applications from underrepresented individuals and people with diverse backgrounds. Although we always select the most qualified applicant for each role and make all decisions without regard to race, sex, age, or any other protected class, we are an inclusive, equal opportunity organization that prizes diversity. Your unique perspective is important to us.