We are seeking a skilled and customer-focused Technical Support Specialist to provide expert remote support and occasional on-site service for our portfolio of GC, GC-MS, LC and Headspace
instrumentation.

This role blends technical troubleshooting, customer interaction, and hands-on instrument expertise, ensuring our customers achieve optimal system performance with minimal downtime. You will work closely with Field Service Engineers, R&D, Sales, and Customers to diagnose issues, guide corrective actions, and support continuous improvement across our global installation base.

This is a highly customer-facing role requiring strong communication skills, resilience, and the ability to balance technical accuracy with excellent service delivery.

Key Responsibilities

Remote & On-Site Technical Support

• Provide timely, expert remote support for GC, LC, MS and related software systems.
• Diagnose and troubleshoot complex hardware, software, and application issues.
• Guide customers through corrective actions, maintenance procedures, and system
  optimisation.
• Conduct occasional on-site visits to troubleshoot, repair, maintain, install, calibrate, and
  validate instruments when remote resolution is not possible.

Customer Training & Documentation

• Deliver customer training on instrument operation, maintenance, and best practices.
• Document all service activities, customer interactions, and resolutions clearly and accurately.
• Occasionally deliver hands-on technical training to service engineers to enhance product
  knowledge and troubleshooting capability.

Continuous Improvement & Technical Insight

• Identify recurring technical issues and contribute to service process improvements.
• Provide feedback to internal teams on product performance, customer challenges, and
  potential enhancements.
• Support the development of best-practice service procedures and knowledge-base content.

Experience & Education

Essential:

• Bachelor’s degree in Chemistry, Analytical Chemistry, Engineering, or related scientific field
  (or equivalent experience).
•  Hands-on experience with GC, LC, and Mass Spectrometry systems, including troubleshooting.
  Strong diagnostic and problem-solving skills.
•  Excellent communication skills and customer-service mindset.
• Willingness to travel occasionally for on-site support.

Desirable:

• Experience in customer-facing technical support or field service roles.
• Understanding of laboratory workflows and analytical processes.
• Experience with preventative maintenance and instrument calibration

Health and Safety

• Always work safely and maintain a safe working environment.
• Report health and safety concerns in line with company procedures.

How can I apply?

Please send us your CV at hrgoes@scioninstruments.com.

Why SCION?

This a great opportunity to join a well-established, fast-growing global business with a strong track record of innovation and success. In return, we offer excellent financial rewards and career development prospects. You will be able to work in accordance with our flexible working pattern, which allows for an early finish on Fridays.

After an initial qualifying period and subject to the company’s terms and conditions of employment, SCION Instruments offers a comprehensive range of benefits including a performance-related bonus scheme, death-in-service cover, group income protection, private medical insurance, a pension scheme, paid holidays, subsidised gym membership, a cycle-to-work and an employee discount scheme.

As an equal opportunities employer, SCION Instruments is committed to fair and inclusive treatment for all current and prospective employees. We do not tolerate discrimination based on age, disability, sex, sexual orientation, pregnancy or maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We greatly value a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply.