Position Summary:

We are seeking a highly motivated and technically proficient Technical Support Specialist with an MSc/MTech in Electrochemistry as specialization to join our Electrochemistry Application division. This individual will serve as the primary technical liaison for our researchers, providing expert guidance, troubleshooting complex issues, and developing educational content. The ideal candidate possesses a deep understanding of principles and applications, excellent communication skills, and a passion for customer success and fostering strong relationships within the scientific community.

Key Responsibilities:

Customer Technical Support:

• Serve as the point of contact for researchers for technical inquiries.
• Provide expert-level troubleshooting and problem-solving assistance related to product use, application methods, instrumentation, and data interpretation.
• Leverage a strong electrochemistry background to understand customer challenges and provide relevant, science-based solutions.

Documentation & Knowledge Management:

• Create, update, and manage technical documentation, including product manuals, safety data sheets (SDS), application notes, and frequently asked questions (FAQs).
• Maintain detailed records of customer interactions and technical solutions within our CRM
  system to build a comprehensive knowledge base.
• Content & Tutorial Preparation: Develop engaging and informative tutorials, video content, webinars, and other educational materials to help customers optimize their use of our products.
• Collaborate with the marketing and R&D teams to translate complex technical information into clear, user-friendly content.

Product Servicing & Feedback Loop:

• Coordinate with the field service team for advanced repairs or on-site support when necessary.
• Gather, analyze, and communicate customer feedback, product issues, and enhancement suggestions to the R&D, Quality Assurance, and Product Management teams to drive continuous improvement.

Relationship Management:

• Cultivate and maintain positive relationships with scientists, researchers, and key opinion leaders (KOLs) within the customer base.
• Represent the company as a credible scientific partner, building trust and loyalty through expert support.

Qualifications:

• Education: MSc or MTech with Electrochemistry as specialisation
• Experience: Previous experience in electrochemical lab experiments, technical support role, or a customer-facing position within the scientific industry is highly desirable.

Technical Skills:

• Deep practical knowledge of CV, LSV, EIS & other electrochemical techniques & and related laboratory equipment/software.

Soft Skills:

• Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly and patiently to a diverse audience.
• Strong problem-solving and analytical abilities.
• Customer-centric attitude with a commitment to providing outstanding service.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Strong organisational skills and attention to detail.