Senior Product Support Engineer

Based at our Innovation centre set in beautiful Gloucestershire, you will have a fantastic working environment whether you want the hustle and bustle of nearby Bristol, or the calm of the Cotswolds. Additionally, this role presents exciting travel opportunities, supporting our customers throughout Europe and beyond.

The successful candidate would install, service, and provide technical support and training for our growing range of Raman spectroscopy instruments.

Following comprehensive and tailored training, you'll work both independently and closely with our expert team. The successful candidate will interact directly with our customers in the scientific and engineering research community, upholding the highest levels of customer satisfaction.

Responsibilities

• Installation and service of our range of Raman spectroscopy instrumentation.
• System fault finding and diagnostics, both remotely and on our customer sites.
• Providing accurate e-mail and telephone technical support to our customers.
• Start-up training on instrument operation and routine maintenance procedures.
• Scheduling of own workload, organisation of customer visits and associated travel arrangements.
• Commercial considerations and responsibilities - guide new and existing customer through our support and upgrade offerings.
• Maintaining and updating the companies CRM systems, including detailed technical reports, diagnostic information, and customer feedback.
• Travel (typical 50-60% - no greater than 70%) focused primarily within Europe.
• Working collaboratively with the wider global support team to deliver a consistent engineering practice and an adjoined high quality of customer service.
• Work towards a proactive, first fix methodology whilst always maintaining a customer focus attitude.
• Act as communication link between customer and company to ensure effective service delivery.
• Other duties as assigned or requested.

• Higher level qualification (degree or equivalent experience) in engineering (electronics, optical or mechanical) or related disciplines.
• Demonstrable experience in an in-field service engineering role in analytical instrumentation or similar field.
• Demonstrable experience in in-field service and customer relationship management.
• Excellent manual dexterity with an organised and logical approach to problem solving.
• Effective conflict management and de-escalation skills.
• Strong verbal and written interpersonal skills.
• Enjoys continuing education and acquiring new skills and knowledge.
• Flexibility and understanding to work with different cultures and technical teams.
• A quality orientated attitude.
• Flexibility to travel overseas, sometimes at short notice.
• Driving licence.

Desirable requirements

• It would be a strong advantage to have knowledge of Raman spectroscopy, other spectroscopic techniques, microscopy, material science, analytical measurements or systems engineering.
• Experience in travel and logistics
• Multiple languages.

When you join Renishaw, we're committing to your future career. That's because we believe in developing our people's skills and promoting them internally. We also offer a benefits package that's highly desirable; including a 9% non-contributory pension, discretionary annual bonus, *subsidised onsite restaurants and *coffee shops, free parking, *car sharing scheme and *24 hour fitness centres. ( not available at all sites).

We also want to promote a healthy work-life balance as much as possible, so we have introduced a hybrid working policy which allows for a combination of home and office based working depending on the nature of your role. We also offer a variable working programme, 25 days holiday plus bank holidays, Life Assurance policy of 12 times annual salary, Cycle to Work scheme, enhanced maternity pay subject to qualifying criteria, Health Cash Plan, the option to join BUPA Renishaw Health Trust and an Employee Assistance Programme for employees and family.

Renishaw is a global, high precision metrology and healthcare technology group. We design, develop, and deliver solutions and systems that provide unparalleled precision, control, and reliability., At Renishaw we believe that our success is powered by welcoming a workforce of diverse and talented people. Through encouraging an inclusive culture, where all our employees are free to be themselves, we can achieve our core values: Innovation, Inspiration, Integrity, and Involvement. If you are excited about the role but feel as though you don't meet all the requirements, we would encourage you still to apply. You might just be the right person for this role or another opportunity at Renishaw.