Technical Support Executive

Technical Support Executive

Are you a natural problem solver who enjoys helping people, working with innovative technology and finding practical solutions?

We're looking for a Technical Support Executive to join our growing team. This is an exciting opportunity for someone with a technical background who enjoys variety, thrives on solving challenges and wants to make a real impact on the customer experience.

You'll be the first point of contact for customers needing technical support, working closely with our engineers, production, quality and R&D teams to keep our customers' equipment performing at its best.

This is far more than a helpdesk role, you'll coordinate service activities, support Field Service Engineers across the UK and internationally, manage technical documentation and play an important part in improving how we deliver customer support.

If you enjoy taking ownership, building relationships and working with cutting-edge scientific technology, we'd love to hear from you.

Technical Support Executive What You'll Be Doing:

• Deliver first-line remote technical support for scientific instrumentation, software and accessories.
• Diagnose faults and resolve customer issues quickly and professionally.
• Coordinate customer service cases from initial enquiry through to resolution.
• Produce service and spare parts quotations and ensure timely follow-up.
• Maintain accurate records within our CRM system.
• Work closely with Field Service Engineers to coordinate installations, repairs and maintenance visits.
• Manage spare parts ordering, tracking and logistics to keep our engineers productive.
• Develop and maintain technical documentation, procedures and Standard Operating Procedures (SOPs).
• Support the creation of training materials and deliver technical training when required.
• Work collaboratively with Quality and R&D teams to investigate technical issues and drive product improvements.
• Participate in technical reviews, customer escalations and continuous improvement projects. and produce monthly service activity reports.
• Occasionally travel to customer sites in the UK and overseas to support installations, servicing and customer projects.

Technical Support Executive What You'll Bring

We're looking for someone who is technically minded, organised and genuinely enjoys helping customers.

• Experience in a technical support, customer support or field service role.
• Experience working with scientific, laboratory or analytical instrumentation.
• Excellent customer service and communication skills.
• Strong troubleshooting and problem-solving abilities.
• Good mechanical aptitude and confidence using hand tools.
• The ability to prioritise multiple tasks in a fast-moving environment.
• Experience using Microsoft Office and CRM systems.
• Familiarity with ISO quality systems and regulated environments.
• Knowledge of IQ, OQ, PM and PV processes.
• A full UK driving licence and a valid passport.
• The ability to travel internationally when required.

Technical Support Executive Requirements

• GCSEs (or equivalent) including English and Mathematics. (E)
• 1–3 years' experience in a technical support or field service environment. (E)
• Engineering qualification or degree in a Physical Science or related discipline. (D)
• PAT Testing certification. (D)
• Experience supporting laboratory or scientific equipment. (D)

Technical Support Executive Benefits:

Competitive salary of up to £35k plus monthly and annual performance-related bonus schemes, Company pension, 23 days' annual leave plus Bank Holidays, Comprehensive training and ongoing professional development, Career progression opportunities, Supportive and collaborative team environment, Regular company events and team socials & Free on-site parking

Why Join Us?

This is a fantastic opportunity to join an innovative business where you'll have the chance to build your technical expertise, work alongside experienced professionals and make a genuine difference to our customers around the world.

You'll be trusted to take ownership, encouraged to contribute new ideas and supported to develop your career through ongoing training and real opportunities for progression.

If you're looking for a role that combines technology, customer interaction, problem-solving and career development, we'd love to hear from you.