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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 solving customer instrument problems accurately.
* Provides operational training to customers, typically at installation points, ensuring effective and safe operation of Malvern Panalytical Instrumentation.
* Responsible for meeting customer expectations for service.
* Prepares and submits work documentation promptly, including Work Orders.
* Gives 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 including databases.
* Follows safety and laboratory practices of Malvern Panalytical and customer sites.
* Manages company assets such as spare parts, company car, tools, literature, software, and computers.
* Provides remote PC and telephone support to customers.
* Travels extensively within Italy, including overnight stays, to service instrumentation.
* Supports helpdesk and training activities as needed.
Impact
* Customer and staff satisfaction.
* Professional image of the company.
* Sales growth and profitability.
* Departmental efficiency.
* Achievement of Italy's after-sales order targets.
* Repeat business.
Accountability
Works independently to meet goals, with regular review sessions with managers and mentors.
Environment and Hours
Extensive travel across Italy; overnight stays may be required. Equipment such as safety shoes and lab coats are provided. Contractual hours are 40 per week; role is exempt from flexi-time, with unpaid overtime. Occasional international travel for training and support.
Qualifications and Skills
* Qualifications in Electronics, Chemistry, or equivalent.
* Experience working on customer sites; field service experience preferred but not essential.
* Experience with X-Ray scientific instrumentation is an advantage.
* Valid full Italian driving license.
* Excellent communication skills, both verbal and written, with customers and internal teams.
* Organizational and problem-solving skills.
* Customer-focused attitude and commercial awareness.
* Flexible and adaptable.
Core Competencies
* Customer Focus
* Decision Quality
* Drives Results
* Effective Communication
* Self-Development
* Collaboration
Why Join Us
* Fast learning in a dynamic, interdisciplinary environment.
* Varied work with opportunities for career growth and development.
* Multicultural team of talented professionals.
About Malvern Panalytical
We are a leader in analytical instruments, serving research, industry, and academia worldwide. Our technologies analyze materials' chemical, physical, and structural properties, enabling discovery and innovation. Part of Spectris plc, we are committed to diversity and inclusion, welcoming applications from all backgrounds.
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