Technical Support Specialist

About the role

As a Technical Helpdesk Support Specialist, you will serve as the technical expert for assigned product lines, providing Tier 1 and Tier 2 support to customers and field personnel across the Americas. You'll troubleshoot software, hardware, and application-related issues, ensuring timely resolution and a high level of customer satisfaction.

Working closely with Engineering, Application Specialists, Field Service, and Global Support teams, you'll play a critical role in resolving complex technical challenges, supporting training initiatives, and maintaining the performance of advanced analytical instrumentation. This role is ideal for someone who enjoys problem-solving, collaborating with customers and colleagues, and building expertise across leading scientific technologies.

Core Responsibilities:

• Provide Tier 1 and Tier 2 technical support to customers and field personnel across the Americas via phone, email, and remote support tools.
• Troubleshoot software, hardware, and application issues to quickly resolve customer concerns and minimize equipment downtime.
• Collaborate with Tier 3 Engineering, Application Specialists, and Global Support teams to investigate and resolve complex technical problems.
• Deliver exceptional customer service through professional, accurate, and timely communication with both customers and internal stakeholders.
• Document service activities, technical findings, and resolutions while maintaining accurate records within established service management systems.
• Support customer satisfaction initiatives by ensuring issues are handled efficiently and escalated appropriately when necessary.
• Develop and deliver technical training for Field Service Engineers, internal support teams, and other stakeholders as needed.
• Provide occasional onsite support for system installations, troubleshooting activities, customer training, and technical escalations.
• Maintain technical expertise through ongoing training, certifications, product updates, and professional development programs.
• Support continuous improvement initiatives by identifying opportunities to enhance support processes, knowledge sharing, and service effectiveness.
• Travel up to 15% to support customer needs, training activities, installations, and business requirements.
  

What you will bring to the role:

• Associate's or Bachelor's degree in Engineering, Electronics, Physics, Chemistry, or a related technical field, or equivalent industry experience.
• Experience in technical support, field service, or customer support within an instrumentation, laboratory equipment, or industrial technology environment.
• Strong troubleshooting skills involving software, hardware, and technical applications.
• Excellent verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Strong customer service orientation with a commitment to delivering an exceptional customer experience.
• Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Willingness to travel up to 15% for customer support, installations, and training.
• Valid passport or the ability to obtain one

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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.