Primary Function / Primary Goals / Objectives:

To provide day-to-day product support for the IT infrastructure, NudgeBox instruments, DnaNudge app and DnaBand, at DnaNudge’s offices and commercial retail sites within London.

Work with our IT service provider to set up the internet network for the equipment e.g. DnaNudge products, retail equipment such as operator iPad and payment system, staff and customers’ devices, and manage the IT network to ensure good services throughout business hours.

To ensure the NudgeBox instruments deployed within DnaNudge’s offices and commercial sites are fully operational, calibrated and maintained in line with the supplier’s procedures and guidance.

To provide first-line technical support to the retail teams in the event of technical failures or enquiries, providing replacement equipment or repairing defective instruments on-site during commercial operating hours or as necessary.

Major Responsibilities:

Provide IT support for customers, retail staff and engineering teams making sure all data (for example, genetic test results, equipment logs or instrument firmware updates) can be delivered in an efficient way.

To perform the scheduled decontamination, cleaning, servicing and repairs the instruments in a timely manner, and in accordance with the supplier’s recommendations and guidelines.

To schedule and perform routine planned preventative maintenance on the instruments in line with supplier’s recommendations, and needs of the retail teams.

To perform a daily checklist of instrument functionality and share the corresponding data files with the supplier as required.

To perform first line diagnostics and repairs to instruments as required, liaising with subject matter experts within DnaNudge and the supplier as necessary.

Working with the supplier, establish an inventory of spare parts, materials, equipment and procedures necessary for the routine calibration, planned preventative maintenance, and unplanned repairs of the instrumentation.

To qualify new instruments delivered by the supplier to DnaNudge and generate the appropriate records.

To schedule and perform timely upgrades (including software and hardware modifications) to all instruments in line with the suppliers recommendations.

To maintain a service log of planned and unplanned interventions of instruments.

To be available on-call to provide technical support the commercial teams during normal commercial operating hours, travelling to DnaNudge’s offices and commercial sites as required.

Understand our products (i.e. DnaNudge app and DnaBand) and work with the retail team and the engineering team to provide technical support for customers if necessary.

Work with IT service company to install new IT equipment, infrastructure or identify / fix technical issues.

Provide technical support within the retail environment, ensuring IT equipment is fully operational during normal business hours or as necessary.

Work with the retail and engineering team in providing excellent technical support for customers.

Education:

Degree qualified, or equivalent by experience.

Background:

Experience of providing field service and technical support for scientific instrumentation and/or diagnostic devices.

Experience of providing first-line IT infrastructure technical support including customer support.

Accountability /Scope:

Accountable for ensuring the IT infrastructure and products deployed by DnaNudge remain fully operational and able to support the commercial activities of the Company.

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Join a company like no other. Merging genetics and retail, DnaNudge is a pioneer in personalised shopping and preventative healthcare.

We are looking for a dedicated Customer Experience Specialist with an understanding and knowledge of the cosmetics and skincare industry.

As a candidate you will have understanding of the skin physiology, cosmetic ingredients and an interest in genetics. Previous experience within the skincare industry and a Cosmetics Science degree would be advantageous.

Your day to day role will be varied and fast paced. From educating and selling to customers, leading workshops with colleagues, to networking with press and VIP visitors. No day will be the same at DnaNudge.

Please attach a covering letter in support of your application.

Major Responsibilities:

• Deliver exceptional service at every stage of the customer journey.
• Drive KPI performance in store by taking ownership of your own personal performance and career development.
• Open and close the store when required and mentor and motivate colleagues daily.
• Always maintain company standards and diligently follow all policies and procedures.
• Collaborate with your DnaNudge colleagues to create an environment that encourages ideas and innovation.

Background for Recruitment:

• Bachelors within the Science / Cosmetic Science field.
• A love for engaging with customers and with a knowledge and passion for wearable tech or nutrition.
• Tech savvy and confident working with new and innovative products.
• Able to lead an engaging customer journey that delivers commercial results whilst also educating and promoting brand loyalty.
• Patient and comfortable dealing with queries from both customers and colleagues.
• Professional, energetic and outgoing personality.
• Excellent communication and interpersonal skills.
• Outstanding organisational and multi-tasking abilities.

The role is a full-time permanent position, full flexibility is required and the role also offers the opportunity to work across various locations within London.

Education:

Bachelor's (Required)

Job Types: Full-time, Permanent

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