Resident Expert Technical and Customer Support

True to the vision "We drive innovation to improve people's lives", the Hamilton companies have been providing solutions for the health sector since 1950. We are an innovative pioneer in the fields of ventilators, automated pipetting, sample management and in the development of process sensors.

How you can make a difference:

• Become the Service Subject Matter Expert for the Archive at the widely known UK Biobank in the greater Manchester area
• Perform telephone, email, and remote support and diagnostics for the Archive at the UK Biobank
• Manage the escalation flow to ensure follow-up with the customer until issue is resolved
• Ensure that Preventative Maintenance procedures are up to date
• Ensure that Preventative Maintenance intervals and schedules are correct and complete
• Responsible for identifying and forecasting spare parts and keeping the list up to date as changes happen over time
• Utilizing D365 write Service Reports, RMAs, and monthly KPI reports
• Handle all service calls in a timely and professional manner. Triage with your team mates as needed.
• Communicate with the customer to ensure complete satisfaction and implement any necessary corrective actions
• Interface with cross-functional work teams such as R&D, Customer Service, Product Management, Manufacturing, and Sales
• Follow company's ISO and Health & Safety procedures
• Supporting the Archive 24/7 on site as needed in a rotating model.

That’s what you bring along:

• Degree in Engineering or similar discipline or equivalent professional experience-based knowledge
• Experience in automation or similar is essential. Experience working with customers in the life science/clinical/pharmaceutical field would also be an advantage
• High level of self-motivation to assist customers, sales, and service people to overcome any problems that they may have which relate to our instruments in a timely manner
• Beckhoff Twin CAT, Elmo Studio, Vision Systems, and barcode reading
• Microsoft Windows environment, Active directory, and SQL databases
• IP addressing, Remote Desktop Protocols, and Driver Support
• Have excellent communication skills, which are appropriate for a customer-facing role.
• Be hardworking and enthusiastic with exceptional attention to detail
• Be able to make decisions and act for customers based on knowledge and experience.
• Be capable of working reliably and resilient under pressure without compromise.
• Be capable of working independently and in a team
• Must be able to travel frequently and be flexible, subject to Business requirements.
• Position requires exerting up to 50 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.  Sedentary work involves sitting most of the time
• Willingness to be on call in a rotating model to provide 24/7 on-site support as needed
• Being fluent in English is necessary. German would be an advantage

Learn more about career opportunities at Hamilton at jobs.hamilton.ch.

Do you share our values and feel at home in a cooperative and down-to-earth environment? At Hamilton, we not only offer a motivating working environment, but also various leisure activities and modern working conditions. Our interactions at eye level encourage open communication and a pleasant working environment. Become part of a team where your skills are valued and innovative ideas are fostered. Interested? Then apply online using the "Apply now" button. If you have any questions, please contact us at jobs@hamilton.ch with the following details:

Applications by post or e-mail can unfortunately not be considered.