Technical Support Engineer

Job Purpose

The applicant will work with application engineers to manage technical issues raised by customers though the implementation, and maintenance of an issue tracking system, and the distribution of tasks to subject matter experts within the development team. They will be responsible for working with customers, which will include both remote and face-to-face interaction, to resolve customer issues by acting as their stakeholder to help priorities workload.

Key responsibilities

  • Work with customers both remotely and on their premises to resolve their issues and maintain a positive and engaging customer relationship. This will require up to 75% on customer site working, which will incorporate both travel and overnight stay.
  • Work with the Head of Quality & Regulatory Management to implement and maintain an issue tracking system that conforms to the ISO9001:2015 standard.
  • Act as the customer stakeholder to priorities issues and channel customer feedback to the development team.
  • Work with the development team to develop, maintain and constantly improve product qualification procedures (IQ/OQ/PQ) and debug tools that can be used to fix customer issues in the field or isolate them so that they can be escalated to the development team for resolution.
  • Ensuring compliance with Cytomos’ policies, procedures and guidelines, together with all relevant regulatory and statutory requirements.
  • Engaging with the company’s appraisal process, and demonstrate commitment to our values, behaviours and your continuous personal development.
  • Performing other reasonable duties and/or projects as directed by your line manager.
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    22 January 2024