We are looking for a Product Support Specialist in the Technical Services department at Sartorius. In this role, you will be responsible for supporting the product lifecycle of our cell and gene therapy platform to ensure successful customer technology adoption and ensure service and support deliverables are executed and met. You will act as the main coordinator between services and the different internal stakeholders including Sales, Product Management, Product Development, Manufacturing, Project Team and Quality.
The team consists of 3 professionals, but the department overall is expanding, and we are looking forward to shaping the future with you.
This initial position is full – time based at our site in Royston, with some hybrid working available. Extended hours: If new service offerings are implemented, there will be a need to work extended hours outside of normal working hours.
Grow with us – Your Responsibilities
On a daily basis, you will provide remote technical support for our internal and external customers, which includes the Field Service Engineering team
Ensure allocated service requests are closed down within SLA terms
Coordinate the resolution of product related problems where solutions do not already exist
Monitor the performance of products in the field
Maintain an online knowledge database for products
Coordinate software and hardware releases to the field
Assist in the writing/editing of technical manuals
Develop preventive maintenance and other routine technical procedures
Manage the content of Sartorius engineer and on – site engineer training
Liaise with specialist to assist customers in developing/tailoring their equipment applications
Lead meetings with other engineering departments to share data
Manage lines of communication with end users and other key groups
Work with development departments to introduce new capabilities to the field
Commission and install systems at base and on site
Travelling to customer sites occasionally
What will convince us
HNC/HND in Mechanical or Electrical Engineering or Engineering Apprenticeship complete with a supporting qualification
Commissioning, Field, Development, Mechanical engineering experience within a manufacturing/production environment working capital equipment in the pharmaceutical or biopharmaceutical industry would be ideal though candidates from other industries i.e.: aerospace, food, medical, defense will also be considered.
Experience in delivering service/user training to groups or various sizes in person would be beneficial.
Experience of working in a Project Management environment
Being proactive and the ability to work independently as well as part of a team.
Communicating effectively and the ability to get their point across.
High accuracy when it comes to technical writing.
Strong customer service skills and communication skills would also be beneficial
Experience with MS Office, SAP, Polarion
Willingness to travel at short notice (30%) nationally and internationally
In order to commence working with us, the successful candidate will have the right to work in the UK.
What we offer
As a growing global life science company, stock listed on the German TecDAX, Sartorius offers a wide range of benefits:
Personal and Professional Development: mentoring, leadership programs, LinkedIn Learning, internal seminar offerings
Making an impact right from the start: Comprehensive onboarding, including a virtual online platform – even before joining
Welcoming Culture: Mutual support, team-spirit and international collaboration; communities on numerous topics such as coaching, agile working and businesswomen network
Health & Well-Being: Wide section of health and well-being support such as healthcare plans and health assessment services
Benefits
Attractive Working Conditions:
37.5 hours working week
25 days annual leave, plus public holidays
Free parking on site
Annual option to buy, sell or carry forward annual leave
Free hot and cold drinks
Regular social events and free exercise classes
Competitive benefits package, including:
Group Personal Pension Plan
Private Medical Insurance
Private Dental Insurance
Group Life Assurance
Group Income Protection
Cycle to work scheme
About Sartorius
Sartorius is part of the solution in the fight against cancer, dementia, and many other diseases. Our technologies help translate scientific discoveries into real-world medicine faster, so that new therapeutics can reach patients worldwide.
We look for ambitious team players and creative minds, who want to contribute to this goal and advance their careers in a dynamic global environment.
Join our global team and become part of the solution. We are looking forward to receiving your application.
www.sartorius.com/careers
Top Skills
What We Do
Sartorius is a leading international partner of life sciences research and biopharmaceutical manufacturing.
We help our customers #SimplifyProgress from drug discovery to manufacturing so that more people can have access to better medicine. With this, we are #PartOfTheSolution in the fight against diseases worldwide.
With innovative laboratory instruments and consumables, the our Lab Products & Services division focuses on laboratories performing research and quality control at pharmaceutical and biopharmaceutical companies as well as academic research institutes.
The Bioprocess Solutions division, with its broad product portfolio focusing on single-use solutions, helps customers manufacture biotech medications, vaccines, and cell and gene therapies safely, rapidly, and economically.
Based in Göttingen, Germany, Sartorius also has a strong global reach with around 60 production and sales sites worldwide. We regularly expand our portfolio through the acquisition of complementary technologies.
In 2023, Sartorius generated sales revenue of around 3.4 billion euros. Currently, around 14,600 employees from around 110 nations are working for customers around the globe.
Join our team, partner or collaborate with us.
