Technical support specialist

Peak Scientific is a global leader in developing innovative gas generation solutions for analytical laboratories in a wide variety of industries including life sciences, biomedical, pharma, petrochemical and environmental. With over 20 years of sustained growth, Peak has firmly established itself as a dominant player in laboratory gas generation - a market which is estimated to be worth over £250m globally, and still growing. This success is a result of a continual focus on manufacturing cutting-edge products and directly supporting customers across the world with industry-leading service and maintenance. With over 20 overseas offices across every continent and over 600 staff globally, Peak is one of Scotland’s manufacturing success stories of the past decade.

TECHNICAL SUPPORT SPECIALIST - GERMAN SPEAKER - GLASGOW

Job Description

We are recruiting a self-motivated Technical Support Specialist who is fluent in English and German who will be responsible for providing a high level of technical support to the large network of Peak customers, distributors and OEMs across EMEA. Managing the technical support workload ensuring that emails and phone calls are prioritised in order of urgency and responded to within agreed Service Level Agreement (SLA). Please note that this is not an IT related role.

Duties include

• Providing technical support in conjunction with the service management system (SMS)

• Responding to all incoming technical enquiries (telephone and email) in a professional, prompt and efficient manner to ensure total customer satisfaction

• In conjunction with Service Managers, ensuring all phone calls resulting in Field Service Engineer (FSE) on site assistance are responded to and organised within SLA of 2 hours

• Using SMS, ensuring all relevant field visit data is captured by FSEs with system generated visit reports being promptly sent to customers

• Working closely with the FSE’s, ensuring cost effective and efficient planning of the monthly workload ensuring that any breakdown visit meets the customer response time SLA

• This role would suit someone who is customer driven with an interest in Technical support or experience of mechanical/ electrical fault diagnosis. You will have exceptional communication skills and proficiency in German would be highly advantageous.

In addition, you will possess

• Self-motivation and the ability to work with minimal supervision

• Able to interface comfortably with customers at all levels both internally and externally

• Ability to work under pressure against tight deadlines

• Good organisational skills

Our values are structured around our colleagues, our customers and our service, and while our approach and atmosphere within the business is fun, friendly and informal, our priority is always on delivering successful outcomes for our customers. These company values are what inform and protect our unique culture, which in turn shapes our brand and differentiates us in the eyes of our partners around the world. At the heart of Peak is a focus on ‘doing the right thing’, it’s an informal approach but one which is well-known and understood throughout our business.

Now is a great time to join us! This role will be challenging and fast-paced, but rewarding and engaging. On offer in return is a fantastic work life and fun balance, a great work environment, plus the chance to make a real contribution to the future growth and success of a global business.