Service and Application Specialist

Key Responsibilities:

Application and Technical Support:

• Provide on-site and remote application and technical support to customers, addressing inquiries and resolving technical issues promptly.
• Work closely with clients to understand specific needs, advise on tailored solutions, and support users throughout the system's lifecycle.
• Diagnose and troubleshoot equipment malfunctions, identifying root causes and implementing effective solutions.
• Collaborate with the sales team to provide comprehensive and timely support to customers.
• Implement, optimize, and support our advanced software systems.

Installation and Maintenance:

• Install new analytical instruments at customer sites, ensuring proper setup and operation.
• Provide first-level user training, maintenance and troubleshooting to customers.
• Perform routine maintenance and calibration of equipment to ensure accurate and reliable performance.
• Conduct preventive maintenance and inspections to identify and address potential issues before they impact equipment performance.
• Keep up-to-date records of installation reports, service reports, and equipment installed base.
• Build and maintain an efficient inventory of spare parts.
• Actively promote service contracts and contract options both at the point of sale and with existing customers.

Customer Training and Education:

• Understand analytical techniques and instrumentation, particularly the chemistry utilised within these applications.
• Coordinate with the Sales Team to deliver the best-in-market experience to the end customer.
• Champion customer centricity by establishing and maintaining an excellent relationship with existing and potential clients to understand their demands and offer matching solutions.
• Actively promote service contracts and training options to new and existing customers through both site visits and marketing vectors.
• Conduct training sessions and workshops for customers to enhance their understanding and proficiency in using our analytical instruments.
• Develop and update training materials and resources to support customer education initiatives.
• Offer ongoing support and guidance to customers, helping them maximize the value of our products.

Documentation and Reporting:

• Keep the CRM up to date with detailed records of application and service activities, including installation, maintenance, repair reports and equipment installed base.
• Track and report on all KPIs developed and agreed upon with the General Manager.
• Provide feedback to the product managers based on customer experience and technical observation.
• Contribute to the development of service manuals, technical documentation, and knowledge base articles.

Continuous Improvement:

• Stay updated on the latest advancements in analytical science and technology to ensure the highest level of expertise.
• Collect valuable insights from client visits, including product feedback, client preferences, and competitive intelligence.
• Participate in ongoing training and professional development opportunities to enhance technical skills and knowledge.
• Proactively identify opportunities for process improvements and contribute to the implementation of best practices.
• To always reflect a professional image for the company, in terms of appearance, behaviour, function, and attitude towards the job and customers.

Qualifications:

• Bachelor’s degree in Engineering, Chemistry, Physics, or any related field. An advanced degree is an advantage.
• Proven experience in servicing and maintaining analytical science equipment.
• Minimum 3 years of proven experience in service and application support, preferably within the analytical science equipment industry.
• Excellent problem-solving skills and attention to detail.
• Strong verbal and written communication, presentation, and interpersonal skills.
• Ability to work independently and as part of a team in a dynamic and fast-paced environment.
• Willingness to travel more than 30% of his/ her time to meet with customers and attend industry events.
• Fluent in English. French is an asset.

Location: Accra
Employment Type: Full-Time