LGC Group | Field Service Engineer
3 weeks ago
With manufacturing sites across the US, UK, Germany and Denmark, LGC Biosearch Technologies has plans to continue growing. We deliver mission critical genomics to our diverse customer base in molecular diagnostics, pharma/biotech and agrigenomics. Our integrated portfolio of products, services and expertise supports our purpose of Science for a Safer World and we have embodied our mission by working with customers to enable research into life-altering treatment for disease and illness worldwide. We are currently seeking candidates who are up for the challenge of operating in a high-growth, purpose-driven organisation.
Job Description
Job Purpose
Biosearch Technologies provides products and services for genomic analysis that support mission critical applications for global customers in agrigenomics and human healthcare. The portfolio offers integrated tools and technologies to accelerate sample preparation, amplification, cloning and expression, next generation sequencing (NGS), custom oligonucleotide synthesis, nucleic acid chemistry reagents, and oligo therapeutics. Biosearch Technologies is currently recruiting for a Field Service Engineer II to join us in providing front-line technical support to our repertoire of genomics platform and consumables as described above.
With a focus on always putting customers first, our Field Service Engineer is expected to work closely with our regional customer base to ensure maximum equipment uptime, software optimal utilization, training and troubleshooting functions.
The Field Service Engineer is expected to be a role model and poised to mentor and develop junior service engineers on the day-to-day activities, coaching sessions and able to report and assign tasks to juniors and self and provide reports back to global service leads.
Key Responsibilities
Build strong service support rapport with regional key account customers in APAC.
Site preparation, instrument installations, training, troubleshooting, and preventative maintenance as core tasks.
Facilitate service contract proposals and tracking as required.
Function as an integral part of a wider global support team to offer 24/7 emergency service support calls and troubleshooting assistance as assigned with urgent breakdown calls, including overnight travel either regionally or globally.
Train and support customers in the application of the SFDC Salesforce CRM platform as a service case tool to record and track service cases.
Support the generation of training aids and technical documentation as required.
Provide timely and concise pre/post trip reports and SFDC updates to maintain proper customer CRM records.
Work closely with the commercial and customer service team to ensure prompt and responsive customer support in building strong customer allegiance for the LGC, D&G branding.
Participate in after-hours on-call support assignments (global support rotation) as part of a global technical support framework.
Involve in engineering projects and product management requests for technical feedback/support.
Be responsible for instrument commissioning, training, testing and repair of equipment, and preventative maintenance.
Mentor junior field service engineers in problem resolution.
Seek continuous improvement processes to optimize technical support to our customers in the region.
Communicate instrument status, issues, and customer complaints and needs to appropriate managers and internal resources. Proactively take ownership and follow-through with generated issues or complaints reported from themselves, assigned, or from junior service engineers.
Respond with flexibility and collaboration to the needs of the business – both internally and externally.
Handle clients and distributors professionally during all interfaces and maintain a positive company image.
Demonstrate motivation to learn and constantly improve processes and tools.
Adhere to company safety standards and promote a safety culture throughout the company.
Perform any other ad-hoc projects and duties as required by management.
Qualifications
Education, Experience and Technical Skills
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 is an advantage, although not required. Instrument service training will be provided.
50-60% travel expected in APAC and occasionally to the USA and EMEA for training.
Additional Information
ABOUT LGC:
LGC is a leading, global life science tools company, providing mission-critical components and solutions into high-growth application areas across the human healthcare and applied market segments. Its high-quality product portfolio is comprised of mission-critical tools for genomic analysis and for quality assurance applications, which are typically embedded and recurring within our customers’ products and workflows and are valued for their performance, quality, and range.
OUR VALUES
PASSION
CURIOSITY
INTEGRITY
BRILLIANCE
RESPECT
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. Short listing, 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.
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