Technical Support and Customer Training Specialist

Job purpose To provide technical support, customer training and application expertise across Calibre portfolio of analytical solutions for the food and agriculture sectors. Working closely with the Sales and Service Teams, the role is responsible for ensuring customers receive a high level of technical support through installation, training and ongoing customer engagement. The post holder will be expected to work flexibly, responding to changing customer and business priorities while maintaining excellent customer service.

Duties and responsibilities

• Provision of product technical support for customers both face-to-face and remotely.

• Preparation, development and delivery of customer training programmes for Calibre product portfolio, both on customer sites and remotely where appropriate.

• Deliver installation, commissioning & customer training for new equipment at customer sites.

• Deliver online & in-person technical support to food, feed, grain and dairy sector customers.

• Work closely with the Sales Team to understand customer priorities and provide technical support that assists sales opportunities, product demonstrations and customer evaluations.

• In house and On-Site calibration of customer instruments where required (e.g. novaLUM phosphatase calibration)

• Liaise with Service Manager and Engineers to ensure a coordinated approach to customer support and issue resolution.

• Ownership of Calibre’s proficiency scheme memberships, in conjunction with the Key Account Manager for Grain.

• Manage and prioritise a varied workload, adapting schedules and customer visits to meet changing business and customer requirements.

• Demonstrate flexibility to travel at short notice where required to support customer needs or business priorities.

• Maintain regular communication with manufacturers and suppliers to ensure technical knowledge remains current.

• Prepare and maintain customer training materials, technical documentation and application guides.

• Support internal quality management processes, including participation in ISO audits and continuous improvement activities.

• Assist with in-house laboratory duties and management of technical data where required.

• Represent Calibre at trade exhibitions, customer events and industry shows, promoting the company products and technical expertise.

• Maintain high levels of customer support and satisfaction through professional, timely and effective service.

• Travel and occasional out-of-hours support as required to meet business and customer needs.

Person Specification

Essential

Experience of delivering technical training.

Hold a full UK driving licence.

Willingness and ability to travel nationally and internationally to meet customer requirements.

Flexible approach to working hours and travel, including overnight stays and responding to changing business priorities.

Excellent organisational and diary management skills with the ability to reprioritise work at short notice.

Strong customer service and relationship-building skills.

Excellent verbal and written communication skills.

Commercial awareness and understanding of the importance of supporting business growth through exceptional customer service.

Capable of working independently whilst contributing effectively as part of a wider team.

IT literate.

Able to work under pressure and manage multiple priorities.

Desirable

• Knowledge of:

• Cereal Science: Grain / Milling / Baking (Proteins / Starch / Mycotoxins)

• Spectroscopy: NIR & Visible (Benchtop / Online) / Cereal, Food, Dairy Application

• Dairy Sector: Compositional Chemistry / Antibiotic Analysis (Lateral Flow) /Microbiology (ATP)

• Knowledge, understanding and application of scientific methods/procedures/assays

• Knowledge of analytical/laboratory equipment applications

• Experience of troubleshooting technical enquiries

Dimensions of the role

This is a customer-facing role requiring regular UK travel and occasional overseas travel. The post holder will be expected to manage a dynamic workload, balancing planned customer commitments with changing business priorities. Flexibility is essential, including the ability to rearrange schedules and undertake overnight stays or occasional evening/weekend working where required.

Working conditions

This role is office based with regular travel to customer sites throughout the UK and occasional overseas travel. The role requires flexibility to respond to customer and business needs, sometimes at short notice