Tech Support Multi Vendor

at  SOTAX

JOB DESCRIPTION QF08025GB

Job Title: Tech Support Multi Vendor
Jobholder:
Reporting to: • Service Manager UK, IE, Nordics
Team • Tech Support liasing with UK Team Leads

Objectives: • Support for Customers / Field Service

• Ensure that all incoming requests received via Tech Support System are

handled within defined KPI’s
o answered by the employee himself
o by sending required spare part(s)
o or; in case the request can’t be handled by services; the issue is

escalated to a product manager

• Tracking and maintaining raised tickets (cases and NCR’s)
• Ensure the lab is kept clean and tidy

Duties and Responsibilities • Reply to enquiries by phone and e-mail.

• Evaluate incoming fault reports and initiate appropriate measures:

o Registration of incoming requests (setup Tickets)
o Support customers by remote troubleshooting

o If necessary, request support from product specialists

• Ensure prompt handling of customer complaints
• Inform Head of Services in case of major deviations and for cases which

can’t be handled by TechSupport in order to assure proper handover to
3rd Level Support/ Product Management

Competences: • Acts autonomous in the frame of Guidelines and directives.

• Sign according to rule SOP AAW01.04 regarding signatures.
• Good knowledge of HPLC/GC essential and LCMS and GCMS desirable.
• Good troubleshooting skills

Responsibilities • to ensure optimum execution of duties

• to ensure consigned goods/ working founds and materials are handled

with care

• to follow and respect instructions and guidelines

We reserve the right to adjust or amend this job description depending changed circumstances.
Ramsey Khinda
Head of Sales & Marketing
V01 QF08019EN.docx 1 /

Duties and Responsibilities • Reply to enquiries by phone and e-mail.

• Evaluate incoming fault reports and initiate appropriate measures

Responsibilities • to ensure optimum execution of duties

• to ensure consigned goods/ working founds and materials are handle