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Advanced Technical Support Specialist
2 months ago
About LGC Clinical Diagnostics
LGC is a leading global life science tools company, providing mission-critical components and solutions into high-growth application areas across human healthcare and applied market segments.
Our High-Quality Product Portfolio is comprised of mission-critical tools for genomic analysis and quality assurance applications, valued for their performance, quality, and range. Our customers embed and recur these products within their own workflows.
Job Title: Advanced Technical Support Specialist
Location: APAC (50-60% travel expected)
Salary: $80,000 - $100,000 per annum
About the Role:
We are seeking an experienced Advanced Technical Support Specialist to join our team in APAC. The successful candidate will provide front-line technical support to our customers, ensuring maximum equipment uptime, software optimal utilization, training, and troubleshooting functions.
The role involves building strong service support rapport with regional key account customers, facilitating service contract proposals, and tracking as required. You will also function as an integral part of a wider global support team, offering 'In Time Zone 24/7' emergency service support calls and troubleshooting assistance when assigned.
Main Responsibilities:
- Provide technical support to customers in APAC, ensuring maximum equipment uptime and optimal software utilization.
- Facilitate service contract proposals and track progress as required.
- Function as an integral part of a wider global support team, offering 'In Time Zone 24/7' emergency service support calls and troubleshooting assistance when assigned.
- Train and support customers in the application of SFDC sales force CRM platform as a service case tool to record and track service cases.
- Support the generation of training aids and technical documentations as required.
- Provide timely and concise pre/post trip reports and SFDC updates to maintain proper customer CRM records.
- Work closely with commercial and customer service teams to ensure prompt and responsive customer support in building strong customer allegiance for the LGC brand.
- Participate in on-call support assignments (global support rotation) as part of a global technical support framework.
- Involving in engineering projects and product management requests for technical feedback/support.
- Mentor junior field service engineers in problem resolution.
- Seek continuous improvement processes to optimize technical support to our customers in the region.
Requirements:
- Bachelor's degree or diploma in mechanical/electrical engineering, analytical, or life science background.
- A minimum of 3 years' experience in supporting analytical or life science instrumentation as a service engineer.
- Trained on supporting or servicing PCR and/or liquid handling automation from leading suppliers such as Tecan, Beckman Coulter, Thermo Fisher Scientific, Hamilton, or Eppendorf.
- Ability to handle clients and distributors professionally during all interfaces and maintain a positive company image.
- The motivation to learn and constantly improve processes and tools.
- Adherence to company safety standards and promotion of a safety culture throughout the organization.
Equal Opportunities:
LGC strongly believes that every job applicant and employee should be valued for their individual talents regardless of age, disability, race, color, ethnic or national origin, sex, sexual orientation, gender reassignment, marital or civil partnership, pregnancy or maternity, religion, or belief. Shortlisting, interviewing, and selection will always be carried out without regard to gender, sexual orientation, marital status, color, race, nationality, ethnic or national origins, religion or belief, age, or trade union membership.
