Technical Support Administrator

Technical Support Administrator – Chemistry Batch and Flow Reactors

Job Title: Technical Support Administrator – Batch and Flow Reactors

Location: 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 Administrator in Batch and Flow Chemistry will play a pivotal role in supporting the administrative and operational aspects of the Customer Success Services. This role focuses on coordinating support activities, managing documentation, maintaining service schedules, and ensuring smooth communication between technical teams and customers.

Key Responsibilities:

Administrative Coordination:

Manage and prioritize incoming support requests through the Support CRM, emails, or calls.

Assign support tasks to appropriate technical staff and monitor resolution timelines.

Schedule service appointments, training sessions, and follow-ups with customers.

Documentation Management:

Maintain accurate records of customer interactions, equipment service logs, and resolution reports.

Organize and update documentation such as user manuals, FAQs, and troubleshooting guides.

Ensure compliance with internal and external documentation standards.

Communication and Customer Liaison:

Act as the first point of contact for customer queries, ensuring prompt and professional responses.

Coordinate between customers and technical teams to ensure clear communication of issues and resolutions.

Provide updates to customers on Case status, service appointments, and follow-up actions.

Reporting and Analysis:

Compile and analyse data on support activities, identifying trends and areas for improvement.

Prepare regular reports on Case volumes, resolution times, and customer satisfaction metrics.

Support management in tracking performance against key service-level agreements (SLAs).

Gather customer feedback to inform product development and support processes.

Support Process Optimization:

Contribute to the development and refinement of support workflows and procedures.

Identify and implement tools to enhance administrative efficiency and service quality.

Collaborate with technical teams to streamline issue tracking and resolution.

Training and Onboarding Support:

Assist in organizing training sessions for customers and internal staff.

Prepare and distribute training materials, feedback forms, and attendance records.

Qualifications and Skills:

Administrative Skills:

Strong organizational skills with the ability to manage multiple tasks and priorities.

Proficiency in using office productivity tools (e.g., Microsoft Office Suite).

Familiarity with CRM (e.g., Salesforce, ZOHO) is highly desirable.

Soft Skills:

Excellent written and verbal communication skills.

Customer-focused mindset with a professional and approachable demeanour.

Strong attention to detail and ability to work under minimal supervision.

Experience:

2-3 years of administrative experience in a technical or customer support environment.

Previous experience in the chemical or scientific equipment industry is an advantage but not mandatory.

Work Conditions:

Hybrid Office-based with occasional travel to customer sites or technical workshops

Standard working hours with occasional flexibility required for urgent support needs.

Competitive salary based on qualifications and experience

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.