Technical Support Engineer - Incucyte Instrument

We are looking for a Technical Support Engineer for our BioAnalytics Services department at Sartorius. In this role, you will be responsible for supporting our customers across EMEA for the Incucyte product line, the market leader in live – cell analysis, whilst working closely with the Service team, as well as the Sales team and Field Application Scientists.

The current Tech Support team consists of 10 professionals, and we are looking forward to shaping the future with you.  

This position is available full-time, and it is a home office-based position. Multiple locations within UK or Europe are available. UK or Central European Time work hours is expected.

Grow with us – Your Responsibilities  

• Do you enjoy problem solving? You will perform technical problem solving and give guidance on issues related to products (hardware, software, IT and others) working with company resources and escalating issues as needed

• Do you enjoy providing great customer service? You will communicate with customers using phone, email, MS Teams, remote sessions, and other means needed, handle customer quality complaints and liaise with the quality department

• You will be responsible for providing daily technical support for Incucyte products for our customers and field team with the goal of achieving the highest quality and customer satisfaction.

• You will create and manage customer cases in the Customer Relationship Management (CRM) database with relevant information and activities

• You will establish and maintain strong technical knowledge of products and take part in product training

• You will contribute to content creation for online technical support, including creating new and maintaining existing knowledge base articles

• You will provide feedback and voice of customers to the internal teams to assist with improvement to and future development of products

• You will interact with cross functional teams and provide support to business as needed

What will convince us 

• You have completed a degree or equivalent in Mechanical/Electrical Engineering or related field

• Experience as an engineer or a technical specialist in a technical support, field service, development, manufacturing, or machine control role covering life science equipment

• Experience with Incucyte for live cell analysis or other systems would be ideal, however training will be provided

• Familiarity with IT knowledge with proven software skills and general computer knowledge.

• Sound troubleshooting skills especially with experiences in analysing complex problems and troubleshooting product issues.

• Detail oriented and adept at using all resources to resolve issues.

• Ability to apply creative solutions to solve practical problems quickly and effectively

• Strong customer facing skills, effective communication, organisational and interpersonal skills

• Ability to effectively interact and collaborate with cross functional groups to drive success

• Position is based remotely and doesn’t require travel to customer sites

• Fluent in English

In order to commence working with us, the successful candidate will have the right to work in the UK or European country in which the role will be based.

What we offer 

As a growing global life science company, stock listed on the German DAX and TecDAX, Sartorius offers a wide range of benefits: 

• Personal and Professional Development: mentoring, leadership programs, LinkedIn Learning, internal seminar offerings

• Work-life Balance: Remote options, flexible work schedules

• Making an impact right from the start: Comprehensive onboarding, including a virtual online platform – even before joining

• Welcoming Culture: Mutual support, team-spirit and international collaboration; communities on numerous topics such as coaching, agile working and businesswomen network

• Health & Well-Being: Wide section of health and well-being support such as healthcare plans and health assessment services

Über Sartorius  

Sartorius ist Teil der Lösung im Kampf gegen Krebs, Demenz und viele andere Krankheiten. Unsere Technologien helfen wissenschaftliche Erkenntnisse schneller in Medikamente für Patienten weltweit zu übersetzen.

Wir suchen ambitionierte Teamplayer und kreative Köpfe, die zu diesem Ziel beitragen und ihre Karriere in einem dynamischen globalen Umfeld vorantreiben wollen. 

Werden auch Sie Teil der Lösung. Wir freuen uns auf Ihre Bewerbung. 

www.sartorius.de/karriere