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Product Support Specialist

Europe United Kingdom

Summary of Position:

The Product Support Specialist plays an important role in supporting customers to achieve maximum value from Copley Scientific products. This includes ensuring users have a clear understanding of their equipment and are confident in its application.

This position combines technical expertise with customer engagement. The successful candidate will be responsible for the installation of complex equipment and systems at customer sites, including IQ and OQ validation, ensuring all activities are delivered to a high standard. In addition, they will design and deliver structured training programmes, both in person and online, for customers, distributors, and internal stakeholders.

The Product Support Specialist will also work collaboratively across the business, supporting the Business Development team with product demonstrations and partnering with the Marketing team to develop high-quality supporting materials.

This role would suit an individual who is technically strong, well organised, and confident in communicating with a range of audiences, and who takes a proactive approach to supporting both customers and colleagues.

Location: Nottingham, UK

Key Responsibilities & Duties:
Reporting to the Head of Business Development these include:

Providing pre- and post-sales support across the portfolio of inhaler, pharmaceutical, and detergent testing products.
Planning and coordinating product installations, upgrades, and training at customer sites, ensuring a smooth and positive customer experience.
Delivering on-site Installation Qualification (IQ) and Operational Qualification (OQ) activities to a high standard.
Developing and delivering comprehensive training programmes for customers, distributors, agents, and internal teams.
Preparing technical papers and presentations, and representing the company at industry conferences.
Supporting distributors and agents through ongoing training and guidance, including regional support where required.
Working closely with the Applications Specialist to develop and maintain a structured training school schedule, focused on helping users get the most from Copley equipment.
Supporting the Sales team during the quotation process, ensuring equipment configurations are well aligned to customer needs.
Supporting customers in resolving product or service issues in a timely and professional manner.
Collaborating with the Business Development team to identify and develop customer training opportunities.
Working with the Applications and Support teams to create clear, high-quality training materials and technical documentation.
Acting as a voice of the customer, feeding back insights to the Product Development team to support continuous product improvement and innovation.
Building relationships with users and prospects to expand technical knowledge and contribute to scientific presentations and journal publications.
Partnering with Marketing to develop technical notes, presentations, videos, and product demonstrations that support business development activities.
Proactively identifying opportunities to improve processes, products, and the overall customer experience.

Skills & Qualification Required:
You must have the following qualities, skills and experience:

A highly organised and detail-oriented individual, with a strong commitment to quality and continuous improvement.
Degree-level qualification in a scientific or engineering discipline.
A minimum of 3 years’ experience within the pharmaceutical or life sciences industry.
Strong written and verbal communication skills, with the ability to convey technical information clearly.
Confident presentation skills, with experience delivering to a range of audiences.
Well-developed problem-solving skills, with a proactive and analytical approach.
Ability to build effective working relationships with stakeholders at all levels.
Flexible and adaptable, with the ability to work across different areas of the business and travel internationally (typically up to 30% travel expected).
Full, clean driving licence.
Highly computer literate, with good working knowledge of Microsoft Office applications.
Experience working within a regulated environment (e.g. GMP, GLP, ISO 9001).