Technical Support Instrumentation

Alexandria, VA - USA

Monthly Salary: Not Disclosed

Posted on: 17 hours ago

Vacancies: 1 Vacancy

Department:

Customer Service

Job Summary

The Technical Support Instrumentation role at LGC offers an outstanding opportunity to be part of an exceptionally skilled team dedicated to delivering world-class technical support. You will provide both verbal and written assistance to our internal and external customers regarding LGCs innovative instrumentation products and related applications. This role demands flawless communication of customer feedback to various teams including Field Service R&D Quality Marketing and Product Management. You will also be responsible for remote troubleshooting and when necessary coordinating field dispatch services. Furthermore meticulous documentation and tracking of customer complaints in our system of record (SFDC) will be a critical part of your responsibilities.

To perform this job successfully an individual must be able to perform each of the following essential functions satisfactorily.

Technical Support

Provide expert technical troubleshooting solutions to customers of LGC. Support methods include telephone e-mail and online customer meetings.
Strictly align with the Companys quality system and regulatory requirements related to customer support and complaint handling. Ensure that contact and product logging in the complaint handling system is complete and accurate.

Customer Feedback and Communication

Communicate customer feedback to Field Service R&D Quality Marketing and Product Management teams to continually improve our products and services.

Regulatory and Quality Compliance

Understand and align with ethical legal and regulatory requirements applicable to our business.
Adhere to company Personal Protection Equipment (PPE) policy to ensure safety and compliance.

Documentation and Archiving

Apply the database to develop and maintain boilerplate language for product support ensuring consistency and accuracy across all communications.

Process Mapping and Work Instructions

Build detailed process maps to improve and streamline technical support workflows.
Ensure all documentation is up-to-date and accessible to the team for flawless execution of tasks.

Complaint Management and Tracking

Manage and track customer complaints to ensure timely and effective resolution.
Maintain accurate records of complaint handling and outcomes providing regular reports on complaint status and trends to management.

Additional Duties

Perform other duties as assigned to meet business needs demonstrating flexibility and ambition.

Qualifications :

Minimum Qualifications:

Education: Minimum 2-year AA degree in Engineering field or equivalent experience.
Experience: Over 3 years of technical involvement in field service or engineering demonstrating a strong grasp of the basic theory and principles of analytical instrumentation.
Experience handling CRMs.

Preferred Qualifications:

Education: B.A. or B.S degree in an Engineering field.
Over 5 years of hands-on experience in field service engineering or product management involving LGC instrumentation and software systems along with more than 1 year in project management or supervising staff.
Basic understanding of genomics proteomics and molecular biology products.
Experience with Customer Relationship Management systems.

Proficiencies & Behaviours

Strong dedication to customer service with outstanding communication skills both verbal and written.
Demonstrated strong presentation skills.
Knowledge of Microsoft Office suite (Word Excel PowerPoint Outlook).
Ability to work independently with minimal supervision and collaboratively in a team.
Well-organized able to multi-task and flexible in accommodating customer needs.
Aptitude to work in a complex and rapidly growing company.
Driven by a focus on meeting deadlines.
Highly accurate and diligent.
Resonate and operate in line with LGCs core value behaviours: Passion Curiosity Integrity Brilliance and Respect.

Additional Information :

What we offer (US based-employees):

Competitive compensation with strong bonus program
Comprehensive medical dental and vision benefits for employees and dependents
FSA/HSA Pre-tax savings plans for health care childcare and elder care
Deductible Buffer Insurance and Critical Illness Insurance
401(k) retirement plan with matching employer contribution
Company-paid short- and long- term disability life insurance and employee assistance program
Flexible work options
Pet Insurance for our furry friends
Enhanced Parental leave of 8 additional weeks
PTO that begins immediately
Town Hall monthly meeting onsite/virtual Cheer program where employees are recognized for outstanding work Company wide social events frequent catered lunches and much more!

Join LGC and become part of a team that values collaboration integrity and brilliance in all we do. We are committed to encouraging a workplace where everyone can thrive and contribute to our mission. Our positive and inclusive culture ensures that we can compete and succeed in our goals while encouraging respect and innovation.

Our values:

PASSION
CURIOSITY
INTEGRITY
BRILLIANCE
RESPECT

Equal opportunities

LGC is committed to valuing every job applicant and employee for their distinct skills regardless of age disability race color ethnic or national origin sex sexual orientation gender reassignment marital or civil partnership parental responsibilities religion or belief. Shortlisting interviewing and selection procedures will always be performed without bias related to gender sexual orientation marital status color race nationality ethnic or national origins religion or belief age or trade union membership.

For more information about LGC please visit our website

#scienceforasaferworld

Remote Work :

Yes

Employment Type :

Full-time