Malvern Panalytical

Customer Support

• Responsible for installation, commissioning, maintenance, and repair of current installed base of XRF, XRD in APAC
• Troubleshoot, diagnose customer problems, and coordinates appropriate corrective action directly
• Conform always to MalvernPanalytical and customer’s safety, cleanliness, and working protocol policies to maintain a safe and clean work environment
• Ensure that guidelines and standards of work expected by Malvern Panalytical are understood and met
• Carry out preventative maintenance activities to installed base as per factory guidelines
• Provide Service Support and basic training after installation
• General Service administration activities and report submission
• Responsible for proper spare part handling per internal procedure

Customer Services Engineer

Supervisor

• Lead, coach, and develop a team of 8–10 Remote Technical Support Specialists, providing performance management, mentoring, and career development.
• Oversee Tier 1 and Tier 2 technical support operations, ensuring timely resolution of customer issues and appropriate escalation of complex cases.
• Monitor team workload, prioritize incoming support requests, and allocate resources to meet customer service objectives.
• Partner with regional teams, Tier 3 support, Engineering, and Field Service to resolve technical issues and improve the customer experience.
• Manage customer and internal escalations while driving timely communication and issue resolution.
• Monitor team performance using key performance indicators (KPIs) and identify opportunities to improve service delivery and operational efficiency.
• Lead continuous improvement initiatives, process reviews, and team meetings that enhance support operations.
• Support employee onboarding, training, cross-training, and ongoing technical development to build a high-performing team.
• Ensure compliance with company policies, safety standards, documentation requirements, and service processes.

Technical Center Team Supervisor

General

• Manage the end‑to‑end procurement lifecycle for assigned commodities, including supplier selection, negotiation, contracting, and ongoing supplier management
• Lead value analysis and cost‑reduction initiatives in partnership with Engineering and Manufacturing, identifying opportunities to reduce total cost while maintaining quality, performance, and reliability
• Collaborate with Engineering to review technical drawings, specifications, and designs, supporting design‑to‑cost, manufacturability improvements, and alternative sourcing recommendations
• Negotiate pricing, commercial terms, and contracts with suppliers to achieve cost savings, including improvements in purchase price variance (PPV)
• Build and maintain strong supplier relationships, including regular communication, performance reviews, and supplier site visits
• Support sourcing and supplier engagement for new product introductions, engineering changes, and production transitions
• Work collaboratively within a small procurement team, providing backup support and contributing to shared objectives as needed

Customer Services Engineer

Technical Center Team Supervisor

Commodity Buyer