Technical Support Engineer
Technical Support Engineer – Chemistry Batch and Flow Reactors
Job Title: Technical Support Engineer – Batch and Flow ReactorsLocation: Royston, Hertfordshire, Hybrid
Department: Customer Success
Reports to: Customer Success Manager
Type: Full-time
Introduction
Asahi Glassplant UK Ltd. (AGI UK) is a subsidiary of Asahi Glassplant Inc (AGI), Japan. AGI specialises in providing premium quality chemical processing equipment from laboratory scale to manufacturing scale. Our wide range of products serves all chemistry sectors, especially the pharmaceutical industry.AGI was founded in 1950, is the market leader in Japan and now employs over 700 people.
AGI UK’s head office is based in Royston, Hertfordshire, and we have a glass fabrication facility in Sutton, near Ely, Cambridgeshire. AGI UK is responsible for sales within the EMEA region but manufactures scientific instruments and scientific glassware that are sold globally via the AGI group.
Following the acquisition of Cambridge Glassblowing, Syrris and Glass Solutions in 2019, AGI UK employs over 50 people in the UK and is now the global centre for AGI’s new product development. AGI is proud of the excellent quality of products and services we offer to our customers; you have a unique opportunity to be a part of our fast-growing business.We offer a dynamic working environment where your skill set will be highly valued and encouraged to expand and explore your capabilities.
Job Summary:
The Technical Support Engineer specialising in Batch and Flow Reactors will provide expert technical assistance to customers and internal teams, ensuring the optimal operation of chemical reactor systems used in research, development, and industrial applications.This role involves hands-on troubleshooting, system optimization, and collaboration with cross-functional teams to deliver high-quality support and services.
Key Responsibilities:
Technical Support:
Diagnose and resolve issues related to batch and flow reactor hardware, software, and control systems.
Provide remote and on-site technical assistance to customers, ensuring minimal downtime of reactor systems.
Guide customers in system setup, calibration, and operation, addressing both technical and application-specific queries.
Installation and Commissioning:
Perform on-site installation, testing, and commissioning of batch and flow reactors.
Provide technical training to end-users during system setup.
Documentation and Knowledge Sharing:
Maintain detailed records of technical support cases, resolutions, and system performance metrics.
Contribute to a knowledge base for recurring issues and innovative solutions.
Customer Engagement & Training:
Assist the Commercial team by providing additional technical expertise and Demonstrations during the sales process.
Deliver training sessions on the operation, troubleshooting, and maintenance of batch and flow reactors.
Act as a technical liaison between customers and internal teams, ensuring seamless communication and issue resolution.
Gather customer feedback to inform product development and support processes.
Collaboration and Continuous Improvement:
Work closely with R&D and engineering teams to address complex technical challenges and propose design enhancements.
Participate in the testing and validation of new reactor systems or software updates.
Stay updated on advancements in batch and flow chemistry technologies and apply them to improve support services.
Requirements
Qualifications and Skills:
Education:
Bachelor’s or Master’s degree in Chemistry, Chemical Engineering, or a related field.
Technical Skills:
Strong understanding of batch and flow reactor principles, applications, and technologies.
Hands-on experience with reactor hardware, control systems, and automation software.
Knowledge of Temperature Control, sensors, pumps, mixers and devices commonly used in reactor systems.
Soft Skills:
Excellent problem-solving and critical-thinking abilities for diagnosing and resolving technical issues.
Strong verbal and written communication skills, with the ability to explain complex concepts to diverse audiences.
Ability to manage multiple priorities in a dynamic, customer-focused environment.
Experience:
- 5 years of experience in a technical support or engineering role involving chemical reactors or related equipment.
Proven track record of troubleshooting and maintaining complex laboratory or industrial systems.
Work Conditions:
Combination of office-based and fieldwork, including travel to customer sites for on-site installation, support and training.
Benefits
Salary and Benefits:
Competitive salary commensurate with experience and qualifications.
Staff benefits include 25 days paid holiday per year (not including bank holidays), a pension scheme, a cycle-to-work scheme and private health insurance.