Technical Support Engineer

  • Job Reference: 1159812421-2
  • Date Posted: 7 November 2023
  • Recruiter: Cranleigh Scientific
  • Location: Crawley, Sussex
  • Salary: £30,000 to £35,000
  • Sector: Healthcare & Medical
  • Job Type: Permanent

Job Description

Cranleigh STEM is working with an innovative organisation that designs, develops, and manufactures speciality OES spectrometers for various industry sectors.

We are looking for a Technical Support Specialist to join its team in West Sussex on a permanent, full-time basis.

As a technical support specialist, you will provide troubleshooting and support to hardware, software, and application questions to customers.

To be considered for this opportunity you will hold a degree qualification in Engineering, Science or Physics, and possess experience working with analytical instrumentation (OES, HH-XRF, HH-LIBS).


  • Provide technical and service support for all products.
  • Record and manage customer inquiries on technical and quality issues.
  • Provide support to global Service Engineers during installations, repairs, and maintenance.
  • Create, distribute, and update service and technical notes, training documentation, and maintenance plans.
  • Track product-related issues and escalate quality issues when needed.
  • Document, track and support the solutions for software problems that are reported.
  • Provide training to Global Distributors, Service Engineers, and customers including the creation, preparation and updating of training materials.
  • Travel within the UK to perform installations and training for customers, maintenance, and service support.
  • Perform both complex and basic on-site customer support activities involving the installation, service, repair, hardware integration, hardware and software upgrades, support, troubleshooting, and training on products at customer sites promptly.
  • Maintain the company's CRM database (HubSpot) with accurate and up-to-date service and technical support information.

Additional requirements:

  • Ideally possess hands-on service or maintenance experience & and repair/service of analytical instrumentation.
  • Competency and high-level understanding of metallurgy or physics.
  • Good time management.
  • Possess the ability to manage the scheduling of annual servicing of current customers.
  • Strong communication and problem-solving skills.
  • Excellent planning and organisational skills.

Salary: 30,000 - 35,000

Benefits: Private health insurance, 25 days holiday + banks, Pension plan, Company laptop, Company phone.

Role: Full-time, permanent

Location: Crawley, West Sussex