Customer Service Engineer

📋 Description

• • Support customers throughout the entire lifecycle of Malvern Panalytical instruments, from installation to ongoing service and maintenance
• • Diagnose and resolve technical issues independently to ensure high customer satisfaction and instrument uptime
• • Provide operational training to customers during instrument installation to ensure safe, efficient, and correct usage
• • Deliver remote support via PC and phone, resolving issues without on-site visits when possible
• • Travel extensively across the UK to perform on-site service, maintenance, and training activities as required
• • Assist with helpdesk operations and generate timely documentation including field service reports and mileage logs
• • Continuously update product knowledge using all available learning resources and provide feedback to improve product quality and design
• • Manage company assets responsibly, including spare parts, diagnostic tools, company vehicle, and software systems in compliance with guidelines
• • Adhere to company code of ethics and professional engineering standards, performing all service activities in accordance with good laboratory practices
• • Use diagnostic devices such as multimeters, flow meters, and other tools to measure and analyze electronic and mechanical systems
• • Install, maintain, troubleshoot, and repair complex analytical instruments used in material characterization
• • Apply knowledge of circuits, wiring, connectors, analog/digital communications, power adapters, and transformers to diagnose system failures
• • Work with plumbing systems, gas distribution, flow control, and pressure chambers as part of instrument servicing
• • Leverage experience with laser-based technologies and optical component alignment techniques when servicing relevant instruments
• • Monitor and measure material properties such as gas adsorption, chemisorption, particle size, density, and porosity during instrument calibration and validation
• • Maintain compliance with company policies and safety protocols while working independently in customer environments
• • Collaborate with internal teams to escalate recurring issues and contribute to product improvement initiatives
• • Represent Malvern Panalytical professionally at customer sites, ensuring a positive brand experience and long-term customer relationships
• • Participate in training programs and knowledge-sharing sessions to enhance team-wide technical capabilities
• • Balance multiple service requests and travel schedules to meet customer SLAs and operational targets
• • Ensure all service activities are accurately recorded and reported in company systems for audit and performance tracking