Exciting opportunity for a service minded In-house Technical Support Specialist to join our team in Uppsala.

In this pivotal role, you’ll deliver high quality technical support across our full product portfolio, ensuring exceptional customer satisfaction throughout EMEA.

Responsibilities:

Technical Support & Troubleshooting

• Provide remote technical assistance across our full product portfolio.
• Replicate and investigate technical issues in-house to support escalation cases.
• Drive ongoing technical complaints to resolution in close collaboration with relevant teams.
• Perform in-house repairs, system diagnostics, and error replication based on field reports.
• Local customer site visits in the Uppsala area, particularly for escalated cases

Operational & Administrative Duties

• Plan and manage daily technical support activities in coordination with the scheduling team.
• Administer support errands, including opening work orders, responding to customer inquiries, and managing parts/tools identification and ordering.
• Maintain accurate records of repairs, troubleshooting steps, and resolutions.
• Work with internal departments, including Research & Development (R&D), to identify and resolve recurring product issues.
• Provide feedback and insights to improve product reliability, service processes, and customer satisfaction.
• Participate in system checks for demo units in support of Sales activities.

Training & Knowledge Sharing

• Deliver technical training to internal staff, subsidiaries, distributors, and external service engineers.
• Stay updated on product developments and contribute to knowledge sharing within the team.

Qualifications and experience

• Electrical engineering qualification or equivalent is high desirable
• Demonstrated previous experience in a customer support role, such as Inhouse Technical Support or Field Service
• Fluent in English (spoken and written).
• Strong communication and interpersonal skills
• Sales-oriented and service-minded
• Proficiency in ServiceMax and Cention would be highly desirable
• Excellent administrative and organizational skills
• Ability to multitask, prioritize, and manage time effectively
• Comfortable working with diverse cultures and nationalities

About Biotage

Biotage is a global supplier and solutions partner to a wide range of customers within drug discovery and development and analytical testing. With strong expertise in separation and purification technologies, and a focus on leveraging intelligent workflow solutions, we aim to efficiently support the advancement and protection of human health. Learn more at biotage.com