Field Service Engineer II

Position Summary

Our team of service personnel provide front-line technical support to LGC’s repertoire of laboratory instrumentation and consumables. What we do enables the scientific discovery of information that allows our customers to better feed the world, improve food safety, permit greater healthcare research and pharmaceutical discovery, and improve animal health…ultimately providing science for a safer world!

With a focus on always putting customers first, our Field Service Engineers work directly with an internal and external customer base to resolve technical equipment and software problems remotely and onsite at customer locations. They provide equipment and software training, log and forward instrument issues, and engineering design requests to the Field Service Advisor team. Operational attributes for this role include shadowing and assisting senior level Service Engineers during installations, individual performance of repairs, and individual performance of preventative maintenance on laboratory equipment at customer facilities to support other global field service teams. Field Service Engineer’s can pair with others to perform tasks as designated to complete customer requests in field, such as large instrument volume preventative maintenance visits.

This role collaborates closely with the Field Service Manager and other service team members to balance resources and to meet the needs of the customer and organization.

To perform this job successfully, an individual must be able to capably perform each of the following essential functions: 

Essential Functions: 

• Service Delivery: Delivers industry leading service through instrument installations, training, preventative maintenance, repairs, operational assistance, and trade shows to customers and operators. Completes individual performance with training customers onsite which includes, conducting preventative maintenance, and instrument repairs. The Field Service Engineer II will be expected to provide service support independent of direct oversight. They will develop strong relationships through professionalism, understanding, tact, fairness, and technical knowledge in all customer interactions, providing system start-up, integration support, and production optimization to meet needs for the customer.

This position is an integral part of a team that provides on-call emergency service support and troubleshooting assistance 24/7 and up to 75% travel, domestic and international.

• Operations:  Field service efforts include on-site support for: all technical issues that could not be resolved remotely, start-up, commissioning and training, test and repair, and preventative maintenance of equipment.

• Training: Participates and at times performs delivery of on-site operator and technical training to customers. This position will gain further knowledge of the LGC product line through trainings, staff meetings, and keep up to date on new products, markets, customers, and competitors. They will support new processes and instrument implementation in field and collaborate with sales on potential new opportunities with our customer base.

• Problem Solving:   Takes lead and also collaborates when needed with other FSE’s and Technical Advisor team to resolve customer issues, improve processes, define corrective actions, and remain responsible for completion of service cases to meet customer satisfaction. May be responsible to oversee and support special projects as assigned and delegate tasks to others when appropriate. 

• Quality Assurance: Continuously seek and support new approaches, practices, and processes to improve the efficiency, training services offered, and ability to care for our customers.  This position is responsible to effectively communicate instrument status, issues, and customer complaints and needs to appropriate managers and Technical Advisor Team.

• Business Growth: This position contributes to achieve specific service-related key performance indicators as defined for revenues, profit, and service order volumes in accordance with our shared corporate values to allow service to permeate through everything we do. Important KPI’s FSE’s will be held accountable to, Fixed Right First Time (FRFT), Customer satisfaction index score, Turnaround Time (TAT) to site visit, Mean time to Repair (MTTR), days onsite at customer to complete work.

• Other Duties as Assigned: Responds with flexibility and collaboration to the needs of the business – both internally and externally – by addressing important corporate initiatives when requested by management.

Knowledge, Experience, Skills, and Certifications

Essential Knowledge & Qualifications:

• 2-year degree in a mechanical, industrial, or electrical technical field with knowledge in the application of basic engineering principles, theories, and techniques or equivalent amount of experience
• 3 years’ experience in Field Service
• Valid driver’s license and good driving record
• Must have a clean criminal record due to travel visa qualification requirements

Preferred Knowledge & Qualifications:

• 3 years’ experience in Field Service in the Life Science field or Ag-Bio Science field

Behavioural & Interpersonal Competencies:

• Resonate and operate in line with LGC’s core value behaviors: Passion, Curiosity, Integrity, Brilliance, and Respect
• Focus on high level customer care and the customer experience 
• Highly adaptable and willing to change and flex work schedule as needs require
• Excellent written and oral communication
• Highly motivated and proactive individual who asks questions, seeks to understand, and gets results
• Demonstrates teamwork by working closely with various teams (internal and external) to accomplish goals and improve processes

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job in its primary, standard work environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

All your information will be kept confidential according to EEO guidelines.

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 www.lgcgroup.com

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