Technical support specialist

Peak Scientific is a global leader in developing innovative gas generation solutions for analytical laboratories in a wide variety of industries including life sciences, biomedical, pharma, petrochemical and environmental. With over 20 years of sustained growth, Peak has firmly established itself as a dominant player in laboratory gas generation - a market which is estimated to be worth over £250m globally, and still growing. This success is a result of a continual focus on manufacturing cutting-edge products and directly supporting customers across the world with industry-leading service and maintenance. With over 20 overseas offices across every continent and over 600 staff globally, Peak is one of Scotland’s manufacturing success stories of the past decade.

TECHNICAL SUPPORT SPECIALIST

Job Description

An exciting opportunity has arisen for a talented Technical Support to join Peak Scientific, based in Massachusetts.

Peak Inc. is the rapidly expanding North American arm of Peak Scientific, with its main US office located in Billerica, Massachusetts, and plans for further significant growth over the next few years. You would be joining a North American team of around 60 staff, including dedicated sales and field service engineer teams covering the whole of mainland US and key territories in Canada.

THE ROLE

• Reporting to the Technical Manager – North America, you will take full ownership of Technical and Service enquiries for our Customers, OEMs, Field, and Office teams.

Your main job functions will include:

• Providing a high level of technical support in conjunction with the service management system.

• Prioritizing and scheduling of customer requested service/maintenance requests.

• Responding to and recording all incoming technical calls and emails.

• Maintaining up to date customer records.

• Informing line manager of all serious complaints and escalation.

THE CANDIDATE

• Experience in Fault Diagnosis.

• Strong knowledge of electrical and mechanical systems.

• Ability to read/follow electrical, mechanical, and pneumatic diagrams.

• Good practical skills and a methodical approach to problem solving.

• Strong telephone manner and Microsoft Office Skills.

• Knowledge of CRM systems.

• Self-motivated and the ability to work with minimal supervision.

• Ability to be flexible with working hours to allow coverage of both seaboards.

• Good communication and interpersonal skills.

SKILLS AND QUALIFICATIONS

• Associate degree or technical school background and 5 years’ experience in a technical field.

• Self-motivation and the ability to work with minimal supervision.

• Quick to learn new skills.

• Complete and detailed understanding of pressure systems and transportable gases.

• Good practical skills and a methodical approach to resolving problems.

• Ability to work under pressure against tight deadlines.

• Good communication and interpersonal skills.

• Able to interface comfortably and effectively both internally and externally at all levels.

• Compliance at all times with customer Health and Safety requirements.

The company is offering a competitive package and opportunities to develop within an expanding international company. We respect our colleagues, customers and suppliers and we offer freedom to act, to challenge the status quo but to also take responsibility.