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Purpose of Job
Responsible for on-site installations, commissioning, routine maintenance, repair, verification, and calibration of Malvern Panalytical Instrument product line in Italy. Provides pre- and post-sales support for the Italy managed territory.
Reporting Line
* Line Manager: Italy Service Manager
About The Role
* Works independently in diagnosing and resolving customer instrument problems accurately.
* Provides operational training to customers, typically at installation, and ensures effective and safe operation of Malvern Panalytical Instruments.
* Responsible for meeting customer expectations for service.
* Prepares and submits documentation for work performed, including Work Orders.
* Provides feedback on product quality and design issues. Collaborates with sales and promotes Malvern Panalytical products and services.
* Completes training and maintains knowledge of the product portfolio, utilizing all available resources.
* Follows safety and laboratory practices of Malvern Panalytical and customers.
* Manages company assets such as spare parts, company vehicle, tools, literature, software, and computers.
* Provides remote support via PC and telephone.
* Travels extensively within Italy to service instrumentation at customer sites, including overnight stays if necessary.
* Supports helpdesk and training activities as required.
Impact
* Customer and staff satisfaction
* Professional company image
* Sales and profitability
* Departmental efficiency
* Achievement of Italy after-sales order targets
* Encourages repeat business
Accountability
Works independently to meet goals, regularly reviews progress with managers and mentors.
Environment and Hours
Extensive travel across Italy, possibly overnight. Equipment provided includes safety shoes and lab coats. Contract: 40 hours/week, exempt from flexi-time, unpaid overtime, occasional international travel for training/support.
Qualifications
* Electronics, Chemistry degree, or equivalent
Skills & Experience
* Experience on customer sites
* Customer field service experience advantageous
* Experience with X-Ray scientific instrumentation beneficial
* Valid Italian driving license
* Strong communication skills, both verbal and written
* Regular interaction with managers, colleagues, sales team, and customers
Knowledge
* Self-motivated, organized, good communication skills
* Problem-solving and troubleshooting skills
* Public relations and commercial awareness
* Flexibility
Core Competencies
* Customer Focus
* Decision Quality
* Drive Results
* Effective Communication
* Self-Development
* Collaboration
Why Join Malvern Panalytical
* Fast learning in a dynamic, interdisciplinary environment
* Varied work, career growth, collaborative culture
* Multicultural team of talented professionals
About Malvern Panalytical
We are a leading provider of analytical instruments across various scientific fields, part of the Spectris Group, with a global presence and a commitment to innovation and diversity.
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