Technical Support Specialist

Work Schedule

Environmental Conditions

Job Description

The Chemical Analysis business provides a broad mix of analytical instruments and services to a diverse range of end user markets including Safety & Security, Environmental, Food Safety, Life Sciences, Medical, Energy, and Minerals and Mining. Its instruments are deployed globally in the field and on the line, in dynamic environments where customers put a premium on quality, reliability and ease of use. We operate within a global footprint with over 2,000 colleagues, delivering product solutions to customers that allow for confident, on-the-spot decision making.

In this role as a Technical Support Specialist Level 1, you will provide comprehensive technical assistance to customers, channel partners, and internal teams. You will apply your technical expertise to fix and resolve issues efficiently, minimizing downtime and enhancing customer satisfaction. Your role supports continuous improvement in service quality through documentation, training, and multi-functional collaboration.

Provide high-level technical support to Field Service Engineers, partners, and end users, with a focus on remote troubleshooting to minimize customer downtime and improve efficiency. Maintain clear communication across supported platforms, ensuring timely case follow-ups and accurate case logging in CRM. Proactively handle and raise critical issues while collaborating with senior management to address customer concerns. Engage with peers and managers to share insights, implement communication strategies, and improve the customer experience. Deliver in-field support as needed and assist with technical training for both customers and internal colleagues. Support the development of service documentation and use Practical Process Improvement (PPI) tools to drive continuous improvement.

Education:

• Bachelor’s Degree in Engineering (preferred: Electronic, Mechanical, or Mechatronic) or equivalent experience with proven technical capability.

• Minimum 2 years in technical support or service-related roles.
• Familiarity with analytical spectroscopy techniques such as XRF, XRD, OES, or Automation is a plus.

• Strong analytical and problem-solving skills with the ability to work independently and cross-functionally in a team that is spread out across different locations.
• Effective communication skills in English (verbal and written); multilingual abilities are a plus.
• Proficient in CRM, Microsoft Office, and Outlook.
• Valid driver’s license with ability to travel up to 15%.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.