Job Description

Technical Support Specialist

Competitive salary and benefits package on offer, within an employee-owned organisation.

Full time hours

Closing date: Sunday, 28th of September 2025

The ABER Instruments Support team is looking to grow with the addition of a Technical Support Specialist. Based in Aberystwyth, we are an employee-owned company with over 35 years' experience making monitoring instrumentation for the brewing and biotech markets. Our website has more information about our employee-owned ethos, history and products. All our employee owners are committed to providing excellent products and services.

In joining us at this exciting time, you will receive a generous benefits package including a competitive salary, a twice yearly profit share, a holiday entitlement of 20 days, increasing to 26 days with service, plus Christmas closure leave, together with flexible working and a generous pension. Following probation, colleagues are gifted 1000 shares, receive income protection, life insurance, can join the cycle to work scheme and can purchase additional shares. We are a learning organisation and committed to the development of our people.

The company is an established, global market leader constantly working to innovate and expand our product portfolio, with bases in the U.K and the U.S. We count many of the world's leading biotech and brewing companies as valued customers.

Main Purpose

To diagnose and resolve customer technical issues efficiently and effectively. To ensure that the end customer is getting the result they want, and is satisfied with ABER's products, solutions, and performance. Customer satisfaction is central to everything we do at ABER.

Based at ABER's head office in Aberystwyth UK. Reports to the Technical Support Director. Belongs to the Technical Support Department and works alongside the Sales, Product Marketing, R&D and Quality Departments.

Duties to include

Provide customer technical support on all ABER products and equipment, pre and post sales, via phone, email and online meetings. Perform data analysis and troubleshooting to provide insights and solutions to customers. Conduct training and remote demonstrations with customers and partners. Integral part of the RMA process (customer returns), liaising with the R&D, Production, Service & Repair and Quality teams. Report customer complaints and make sure these are resolved in an effective and timely manner. Represent and champion the customer's views within ABER. Suggest product ideas and product improvement ideas to ABER's internal management from customer experiences and collaborations with customers and partners. Play a key role in ABER's Technology team, devising support strategy and creating new support materials.

Knowledge, Skills and Experience Required

With a strong Engineering or Technical background, you are likely to be a graduate or postgraduate. Strong investigative skills with attention to detail. Be analytically sound and have a systematic thought process. Ability to communicate ideas effectively with customers and peers both written or verbal. Be proactive in following up with customers Be organised in the handling of ongoing projects. Be able to work effectively, both independently and as a part of a team. Demonstrable drive and enthusiasm for your work. Be adaptable and flexible in your ways of working. Able to present, teach and train technical staff. Conscientious and display a strong commitment to the task at hand. The ability to build relations and influence at all levels. An understanding of electrical, mechanical and communication protocol principles is desired. Adept at working with Windows-based software devices, including setup and troubleshooting.
This role is designed as a dedicated Technical Support Specialist, focused primarily on delivering consistent and quality support from ABER's headquarters. While some occasional travel and cross-regional assistance will be part of the role, the core emphasis is on engineering/technical-led problem solving.

ABER Instruments is an inclusive employer; we welcome applications from individuals from diverse backgrounds. If you require any reasonable adjustments, please indicate this on your application and we will endeavour to assist with this.

To apply, please send your CV and covering letter detailing your skills and experience to hr@aberinstruments.com by Sunday, 28th of September 2025. For an informal discussion, please call Christina on 07483 044699.

Job Types: Full-time, Permanent, Graduate

Pay: 24,570.00-30,000.00 per year

Benefits:

Company pension Cycle to work scheme Employee stock purchase plan Flexitime Free parking Life insurance On-site parking Profit sharing
Work Location: In person