Be a part of a global team where what we do matters! At Epredia, we recognize that our talented employees are vital to our success. Our team is dedicated, our work is rewarding – both personally and professionally – because what we do matters.
We seek talented individuals who will contribute to and thrive in our collaborative, diverse, fast-paced environment while demonstrating a commitment to our core values, People, Customer, Results, Continuous Learning, and Innovation.
People – We win as a team.
Customer – We deliver customer-centric solutions.
Continuous Learning – We learn and always aim to be better.
Innovation – We innovate every day.
Results – Results matter for all of us.
Job Title: Technical Support Specialist II
Who you are: You have energy and drive in abundance, a passion for serving our customers and possess a growth mindset and love of continuous learning, with an appreciation for diverse perspectives and helping others win.
Position Overview: Our values reinforce our culture of collaboration, growth mindset, and how we serve our customers.
As a Technical Support Specialist, you will provide site based technical support for our anatomical pathology instruments primarily to field service engineers. You will troubleshoot technical problems remotely via telephone or email, and from time to time on site with our global clients. This role also required the Technical Support Specialist to deliver technical training to Field Service Engineers and internal teams. In this role, you will have the opportunity to gain expert knowledge of our products, progress your career and work within a highly collaborative and supportive environment.
Location: On-site, Runcorn
What you will do:
- Troubleshoot and resolve technical issues to a global customer base via telephone & e-mail and provide remote diagnostic analysis and monitoring.
- Create and distribute technical updates to our clients regarding anything from process changes to new version of software to new product lines
- Create and deliver training at our Runcorn site or remotely to global support partners
- Collaborate with Engineering and Quality to provide client feedback on instrument performance
- Partner with the Epredia Product Development team offering service and technical input and providing input to the final product design for serviceability
Qualifications & Skills:
Required:
- Strong understanding of core principles in mechanical engineering, physics, electronics, biology or histology.
- Experience with hardware troubleshooting for mechanical systems, pumps, electronics or optics.
- Mechanical aptitude and confidence working with precision tools and conducting repairs.
- Clear written communication skills for tickets, documentation and customer updates.
- Professional customer-facing skills, including empathy, clarity and calmness under pressure.
- Experience delivering customer training (remote and on-site) using a variety of audience appropriate instructional techniques.
- Previous experience with real-time fault finding and explaining complex instructions remotely.
- Proficiency in Windows Office tools such as Outlook, Excel, Word, Teams and SharePoint.
- Ability to collaborate effectively with colleagues, field engineers, applications teams and R&D.
- Understanding of structured troubleshooting, including interpretation of data logs and error codes.
- Ability to read and understand basic schematics, wiring diagrams and service manuals.
- Strong analytical and critical thinking skills.
Desired:
- Knowledge of analytical and lab techniques such as histology, cytology, cryoscopy and microtomy, along with experience in GLP/GMP or ISO‑regulated environments, is a strong plus.
- Experience with mechanical, electrical and optical calibration and alignment, and confidence using workshop tools, jigs and test equipment (multimeters, dial gauges, micrometers, temperature probes) would be a significant plus.
- Ability to interpret and extract error logs, connect error codes to hardware issues and perform structured troubleshooting is highly desirable.
- Familiarity with service systems, ticketing tools, ERP platforms and the ability to create accurate documentation (SOPs, IQ/OQ/PQ files, technical bulletins, user guides) is a plus.
- Training or background in Root Cause Analysis, Six Sigma or Lean methodologies is beneficial.
- Strong software troubleshooting capabilities for instrument control, acquisition and analysis software, combined with basic networking knowledge (TCP/IP, DNS, firewalls, serial or Ethernet communication, USB) and experience with LIMS integration, is a valuable plus.
- Experience collaborating across technical support, field service, manufacturing and product management teams is an advantage.
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TO ALL RECRUITMENT AGENCIES: Epredia does not accept unsolicited third-party resumes.
Building an Inclusive Culture: We are a company that brings the best people together and leverages their varying backgrounds, ideas, and points of view to invent on behalf of all customers. We are committed to equal employment opportunity for all individuals, without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability, medical condition, veteran status, marital status, pregnancy, sexual orientation, gender identity, genetic information or any other protected classes which may exist under applicable federal, state or local law.
