Technical Support, Instrumentation
LGC
full-time
Posted on:
Location Type: Remote
Location: Minnesota • United States
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Salary
💰 $77,500 - $129,275 per year
About the role
- Provide expert technical troubleshooting solutions to customers of LGC.
- Support methods include telephone, e-mail, and online customer meetings.
- Ensure that contact and product logging in the complaint handling system is complete and accurate.
- Communicate customer feedback to Field Service, R&D, Quality, Marketing, and Product Management teams.
- Understand and align with ethical, legal, and regulatory requirements applicable to our business.
- Ensure safety and compliance with PPE policy.
- Develop and maintain boilerplate language for product support.
- Build detailed process maps to improve and streamline technical support workflows.
- Manage and track customer complaints to ensure timely and effective resolution.
- Provide regular reports on complaint status and trends to management.
Requirements
- Minimum 2-year AA degree in Engineering field or equivalent experience.
- Over 3 years of technical involvement in field service or engineering.
- Strong grasp of the basic theory and principles of analytical instrumentation.
- Experience handling CRMs.
- B.A. or B.S degree in an Engineering field preferred.
- Over 5 years of hands-on experience in field service, engineering, or product management involving LGC instrumentation and software systems preferred.
- More than 1 year in project management or supervising staff preferred.
- Basic understanding of genomics, proteomics, and molecular biology products preferred.
- Knowledge of Microsoft Office suite (Word, Excel, PowerPoint, Outlook).
Benefits
- 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!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical troubleshootinganalytical instrumentationproject managementprocess mappingcustomer complaint managementproduct support documentationgenomicsproteomicsmolecular biologyfield service engineering
Soft skills
communicationcustomer feedback managementteam collaborationproblem-solvingorganizational skills
Certifications
AA degree in EngineeringB.A. or B.S degree in Engineering