Customer Support Engineer

We are now looking for a Customer Support Engineer who will work closely with all members of the Engineering and Scientific Services teams.

The role provides high quality specialist engineering support to a wide range of laboratory equipment within the R&D community. As part of a team of onsite specialist engineers; responsible for, but not limited to, the facilitation of repair, maintenance, calibration and certification of laboratory instrumentation supported by LIS across UK GSK R&D and Consumer Health Care (CHC) R&D Sites.

Key Responsibilities:

• Ensure prompt, flexible, customer focused specialist engineering support whilst maintaining compliance with statutory, regulatory and engineering standards

• Diagnose faults on complex equipment and systems utilizing the multi-disciplinary support of internal and external support to the team to produce a satisfactory solution.

• Plan and carry out engineering maintenance and commissioning work associated with scientific equipment and systems in a safe, cost effective manner to ensure minimum business disruption.

• Use technical knowledge to identify and source components and services.

• Advise on, on request, engineering and scientific aspects of proposed equipment to be purchased in order to support client processes.

• Support in the preparation/design of operating procedures, SOP’s, INS, Change control and deviations, manuals and drawings.

• Support in maintaining the correct availability of essential spares to support the range of equipment and systems used within the R&D facilities in a cost effective manner.

• Reviews and updates CMMS records to ensure they accurately reflect current status and maintenance plans for equipment. Where changes affect GxP equipment ensures compliant procedures have been followed.

• Provides ‘on the job training’ to other Scientific Services staff and may train customers on utilization of equipment.

Competencies:

• Advanced Modern Apprenticeship to NVQ 3 in engineering or equivalent experience in relevant scientific engineering

• Experience of working in a fast paced, operational environment

• 2+ years post apprentice experience within the Laboratory Instrument Support sector

• Very strong analytical skills with proven ability to break down and solve complex problems in a logical and structured approach

• PC literate in Microsoft packages (Word, Excel, PowerPoint etc)

• Strong relationship management and excellent communication skills/influencing skills

• Ability to work to own initiative but team orientated and able to work with minimal supervision

• Robust and assertive attitude towards achieving results and motivating team members

• High customer focus

• Ability to travel