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Role Title: Customer Support Specialist

Reports to: Customer Support Manager

Location: Llantrisant, UK

ROLE DESCRIPTION

The purpose of this role is to deliver outstanding technical support to our customers worldwide, through your direct response to customers’ hardware, application or software concerns and by coordinating the wide range of expertise within Markes to best meet the customer needs.The role is primarily office based but will require some worldwide travel potentially up to 20% of the time.

OBJECTIVES

Software architecture, design and implementation

  • Remote support of customer concerns by telephone, e-mail and web sessions.
  • Initial ownership of all reported issues via company CRM and continuing ownership of those not requiring on-site engineer intervention to conclusion.
  • Provide technical support to the customer UK Service Resource & Logistics Manager to allocate field service engineers to customer sites and ensure correct part allocation and fault identification in advance of the visit and handover of the issue.
  • Development of support documentation to aid customer and engineer self-diagnosis of application problems.
  • Occasional on-site travel (up to 20% of time) for service or training as required.
  • Repair and refurbishment of customer returned instruments as required.
  • Assist engineering and operations in developing preventative measures for existing instrumentation and recommending potential design. improvements to increase reliability/serviceability of NPIs.
  • Providing training on hardware, software and applications as applicable for distributor engineers, Markes engineers and customers as required.
  • Maintenance, repair and troubleshooting of all internal demonstration instrumentation as required.
  • Collation of field observed issues to allow these to be reported back to product and engineering teams as necessary.
  • Recognition of sales opportunities following customer communication for additional instrumentation, consumables, training etc

This role description in no way states or implies that these are the only duties to be performed by employee(s) in this position. Employees will be required to follow any other job related instructions and to perform any other job‐related duties requested by any person authorised to give instructions or assignments.

KNOWLEDGE/SKILLS/EXPERIENCE/QUALIFICATIONS

Required

  • Proven ability in problem solving following a logical approach.
  • Meticulous attention to detail.
  • Articulate in both written and verbal communications.
  • Strong interpersonal skills with customers.
  • Dextrous and confident with repair of mechanical instrumentation.
  • Have the ability to work independently, prioritising work and managing time efficiently                                 

Preferred

  • a degree (or equivalent) in a Physical Science – e.g. Chemistry or Physics
  • In-depth understanding and experience of GC and GC-MS systems
  • Hands on experience of GC and GCMS equipment will be a significant advantage.
  • Competent and comfortable with using complex software packages, with an ability to quickly grasp the fundamentals of new features or packages


Role Title: Applications Software Engineer

Reports to: Engineering Manager

Location: Llantrisant, UK

ROLE DESCRIPTION

The Applications Software Engineer is part of a multi-disciplined Engineering team dealing with both new product development and improvements / updates to an existing product range.The role involves the design and implementation of user facing application software architecture; coordinating the application development life cycle from conception through to product release; and supporting the applications, engineering, operations, sales and support teams with the development and maintenance of existing software products.

OBJECTIVES

Software architecture, design and implementation

  • Gathering requirements.
  • Determine operational feasibility by evaluating analysis, problem definition, requirements, solution development, and proposed solutions.
  • Develop software solutions by studying information needs; conferring with users; studying systems flow, data usage, and work processes; investigating problem areas; following the software development life cycle.
  • Development of software paradigms that promote ease of future development, code re usability and leverage of the existing code base.
  •  Production of architecture, design solutions and test plans based on detail specification requirements.
  • Implementation and release of software solutions in accordance with coding standards and version control.     
  • Preliminary testing of software
  • Documenting implementation of new software.
  • Supporting technical staff when building, deploying, configuring and supporting customer systems.
  • Investigate, analyse and make recommendations regarding technology improvements, upgrades and modifications.
  • Respond promptly and professionally to bug reports.
  • Adapt and respond to new emerging technologies that impact or integrate with our systems, expected to learn these technologies very quickly and resolve any problems involved in integrating new technologies with our systems.

Co-ordination of application development

  • Scoping of software development requirements and resource. ·        
  • Allocation and control of development resources. ·        
  • Establishing and running build schedule to synchronise with the test team. 
  • Liaising and supervising out-sourced resources.
  • Lead, supervise and mentor other team members.
  • Improve working practices to improve departmental performance.

Cross departmental support

  • Analysis and diagnosis of reported issues and formulation of a plan of action.   
  • Implementation of issue resolution plans.
  • Technical support and training to other technical and non-technical groups.
  • Rapid development of proof-of-concept applications and prototypes to assist novel algorithm development and support niche requirements.

This role description in no way states or implies that these are the only duties to be performed by employee(s) in this position. Employees will be required to follow any other job related instructions and to perform any other job‐related duties requested by any person authorised to give instructions or assignments.

KNOWLEDGE/SKILLS/EXPERIENCE/QUALIFICATIONS

Essential

  • 8+ years experience developing application software in .NET framework using C# and/or managed C++ ·        
  • 4+ years experience with.NET Framework 4.0 ·        
  • 4+ years experience applications architecture and OO design ·        
  • User interface design experience ·        
  • Ability to solve problems quickly and completely ·        
  • Proficiency developing and troubleshooting complex software system ·        
  • Ability to identify tasks that require automation and automate them ·        
  • Possess excellent communication skills with an emphasis on verbal and written communication ·        
  • Ability to multi-task and stay organised in a dynamic work environment ·        
  • Possess a positive attitude                                           

Desirable

  • A Degree level qualification in relevant software related field
  • Experience with managed C++
  • Experience with unmanaged C/C++
  • DirectX development experience with Direct3D
  • Experience of TCP/IP communications
  • XML

Additional

  • MatLab development experience
  • Embedded software development
  • Experience with version control systems (SVN or similar)  
  • UML
  • Experience of chromatographic data systems


Role Title: Regional Sales Manager/Business Development Manager

Reports to: Commercial Director

Location: Singapore/Malaysia

ROLE DESCRIPTION

This is a pro-active Regional sales and business development management role with direct regional sales responsibility Asia Pacific Region (excl. China & Russia) for all Schauenburg Analytics products including Markes International & SepSolve Analytical. The role will require developing direct sales & channel sales via various distribution partners. This is a development role and will have responsibility for developing sales channels and local support activities and resources.

OBJECTIVES

  • Significantly grow business for group products
  • Development of Multi-year Strategic Sales Plan for the Region in line with company development plans and expectations.
  • Development of sales via direct and indirect sales channels
  • Development of regional support & service teams and related functions
  • Development & implementation of regional service & technical support functions.
  • Development of new and potential customers, markets & applications within the region
  • Ensure a high level of customer satisfaction and maximise the company’s ongoing business with existing customers
  • Support and development of OEM sales channels in the region
  • Preparation and pro-active follow-up of quotations for instruments, consumables and services
  • Regular reporting and updates of activity to Commercial Director and ensure that the company’s customer contact database and sales funnel (SFDC) is maintained and developed.
  • Plan for and ensure involvement in relevant marketing activities in the region
  • Review of customer orders to ensure technical compatibility
  • Close cooperation with wider group resources to ensure coordination of activities and opportunities

This role description in no way states or implies that these are the only duties to be performed by employee(s) in this position. Employees will be required to follow any other job related instructions and to perform any other job‐related duties requested by any person authorized to give instructions or assignments.

KNOWLEDGE/SKILLS/EXPERIENCE/QUALIFICATIONS

The successful candidate will be self-motivated with drive and enthusiasm for the business development, sales management & sales process. They will

  • Significant experience in Technical Sales/Sales Management/Business development in related (Analytical) technologies and/or relevant markets
  • have a degree (or equivalent) in Chemistry or other physical science or will have proven successful track record selling into the scientific community
  • have extensive experience (5+ years min.) of related sales in the region
  • have experience of developing and managing sales distribution/channel networks.
  • experience of GC, GCMS instruments would be a distinct advantage
  • have experience of developing implementing sales/business plans.
  • have experience with key Microsoft Office software i.e. Word, Excel, PowerPoint etc.
  • be familiar with CRM software (Salesforce an advantage)
  • experience managing people would be an advantage
  • be articulate in both written and verbal communications and have strong interpersonal skills
  • Language skills, English written and spoken fluently, additional regional language capabilities a distinct advantage
  • have a meticulous attention to detail

The successful candidate will be provided with appropriate training during the probationary period, and there will be requirement to travel and stay away from home on a very regular basis depending on the needs of the business.


To apply for any of the above positions, please send your CV specifying which position you are applying for to hr@markes.com

UK
UK
Markes International Ltd
Gwaun Elai Medi-Science Campus
Llantrisant
RCT, CF72 8XL
UK
Tel: +44 (0)1443 230935
Germany
Germany
Markes International GmbH
Bieberer Straße 1-7
63065 Offenbach am Main
Germany
 
Tel: +49 (0)69 6681089-10
USA (West)
USA
Markes International, Inc.
2355 Gold Meadow Way
Gold River, Sacramento
California 95670
USA
Tel: +1 866-483-5684 (toll-free)
China
China
Markes Instruments (Shanghai) Co., Ltd
No. 1 Building, No. 7 Guiqing Road
Xuhui District
Shanghai 200233
P.R. China
Tel: +86 21 5465 1216
Part of Schauenburg International
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