Mechanical Technician – Customer Support

Mechanical Technician – Customer Support
Location: Fully site-based in Forest Row, East Sussex
Salary: £30,000-£35,000 plus benefits
Job Type: Permanent, Full Time
VRS are partnering with a leading developer of innovative scientific instrumentation, whose cutting-edge analytical technologies are used worldwide across the pharmaceutical and biopharmaceutical sectors. Our client is recognised for their technical expertise, high-quality products, and strong focus on customer success.
We are seeking an accomplished Mechanical professional to join their team and provide high-quality technical and customer support to both external customers and internal teams. This is a varied and rewarding role offering a blend of troubleshooting and process coordination, while acting as first-line support for all products across the business.
Key Responsibilities:

• Provide first-line remote/virtual technical support and troubleshooting for all company instrumentation, accessories, and associated software.
  
• Act as the central point of contact for post-sales support activities – creating and managing support cases, work orders, service and parts quotes, and CRM documentation.
  
• Maintain and improve Standard Operating Procedures (SOPs), ensuring documentation is accurate, effective, and up to date.
  
• Develop and deliver training materials for field service staff, both virtually and in person.
  
• Coordinate spare parts logistics to support efficient field service operations.
  
• Liaise with R&D and Quality teams to report, document, and follow up on quality or product performance issues.
  Candidate Profile:
  
• At least 12 months mechanical engineering experience within industry
  
• Strong customer service mindset with excellent communication and organisational skills.
  
• Calm, proactive, and adaptable in a fast-paced technical environment.
  Please note this role is 100% site-based in Forest Row, East Sussex, and you must hold a valid driver’s licence, passport and must be able to lift up to 25kg when handling equipment.
  In return you’ll join a friendly, collaborative team passionate about supporting global customers and driving operational excellence.
  Apply to VRS today to be considered!
  Keywords: customer support, troubleshooting, laboratory, engineering, field service, coordinator, technical support, mechanical, engineer, pharmaceutical, pharma, in vitro, in vivo, drug development, drug discovery, pharmacology, pharmacologist, ABPI, ADME, DMPK, East Grinstead, Crawley, Crowborough, Haywards Heath, Forest Row, Tonbridge, East Sussex, Sussex, VRS9182AW
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