Job: Technical Support Specialist
Location: New Delhi, India
Job Type: Full Time
THE COMPANY: Peak Scientific Instruments are a multi award winning company, who specialises in the manufacturing of laboratory gas generators for the life science and biomedical market, with our head office based in our modern facility near Glasgow International airport in Scotland.
We have been developing award-winning gas generation products since 1997 and now employ 450 people globally in 20 international offices, with a turnover of £55M. Over the last five years the company has enjoyed impressive annual growth between 25 and 30%, overall and 60% growth across the service division, selling 90% of our gas generator products overseas to over 126 countries.
Due to continuing success and growth, we are looking for a commercially aware Technical Support Specialist to support our India HQ in New Delhi as well as our satellite offices in Mumbai, Hyderabad and Bangalore.
THE ROLE: Reporting to the Technical Service Supervisor with a dotted line reporting to Head of Service – India, SA and Middle East, you will be based in New Delhi and main job functions will include:
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Provide high level of technical support to our customers, OEM’s, distributors and internal service delivery team members.
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Manage the Field Service Schedule.
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Respond to all incoming technical enquiries (phone and email) in a professional, prompt and efficient manner to ensure total customer satisfaction.
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Maintain the technical information in the system, keeping customer records up to date.
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Organise the technical support in conjunction with the service management system.
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Liaise with other Peak departments including Sales, Marketing, Logistics, Engineering and Production to ensure high level customer satisfaction is provided for all Peak products.
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Co-ordinate and ensure all in-house instrument repairs are carried out promptly and efficiently.
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Manage the Service schedule ensuring preventative maintenance visits are scheduled in a timely manner and that breakdowns are addressed within the agreed response parameters.
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Inform line manager of all serious customer complaints and escalations that take in excess of 48 hours to resolve.
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Provide line manager with a monthly report of all technical support issues, product problems and customer complaints.
THE CANDIDATE: You will have a degree in in Mechanical/Electrical/Instrumentation Engineering or equivalent. You will be fluent in English as well as Hindi and you will have the following:
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A good understanding & working knowledge of pneumatic and electrical systems.
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Good practical skills and a methodical approach to resolving problems.
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Ability to work under pressure against tight deadlines.
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Excellent communication and interpersonal skills.
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Proficient in all Microsoft Office packages including Excel, Word and Outlook.
At Peak we target individuals who fit our culture and values. The atmosphere is fun, friendly but with a high degree of professionalism and a non- corporate feel. We respect our colleagues, customers and suppliers and we offer freedom to act, to challenge the status quo but to also take responsibility. Our environment is dynamic, with real energy, presenting great opportunities for personal and professional growth for the right candidate.
If you have what it takes to be part of Peak, make the move today and click APPLY!