Field Service Technical Advisor

Company Description

With manufacturing sites across the US, UK, Germany, and Denmark, LGC Biosearch Technologies has plans to continue growing. We deliver critical genomics to our diverse customer base in molecular diagnostics, pharma/biotech, and agrigenomics. Our coordinated 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 treatments for disease and illness worldwide. We are currently seeking candidates who are up for the challenge of operating in a high-growth, hard-working organization.

At our site in Alexandria, Minnesota, we design, manufacture, test and provide service support of LGC, Biosearch Technologies laboratory instrumentation and consumables. Products produced and distributed from this location enable scientists to make the world a safer place and enables customers in areas such as developing and identifying new plant hybrids, testing and tracking of food products for food safety, and research to support human diagnostic testing. The Alexandria site represents a centre of excellence for Biosearch Technologies in the areas of Engineering, Manufacturing, and Field Service by supplying and supporting customers and team members around the world. Our services are accredited to the ISO 9001 quality standard.

Job Description

The Field Services Technical Advisor excels in LGC instrument systems, guiding field service operations and facilitating communication among various teams and customers. They lead technical operations, contribute to decision-making, and oversee project execution in their area. Leads quality and compliance efforts for Field Services, handling new designs, retrofits, upgrades, installations, and maintenance. This role involves close teamwork with various field services leaders to align internal resources with customer demands, planning for future field service needs. Areas of Responsibility: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Essential Functions:

• Field Support Duties: Help team members with instrument use via phone, video calls, and Teams. Coordinate travel and maintain communication for resource access.
• Includes supporting distributors and giving them necessary documentation, direction, and resources.
• Technical Operations Management: Plans, directs, and coordinates day-to-day internal field service operations, service case management and follow-through, and the accurate recording of project time for the instruments they are responsible for. Responsible for bringing up service cases, as needed, to Engineering/Science/Tape Productions/Quality. Also responsible for keeping brought upescalated cases moving forward as well as all other applicable cases in their region.
• Establishes the norm standard for in-house field service support: provides mentorship, coaching, motivation, training, and feedback to service engineers to enhance their technical knowledge, soft skills, and compliance with quality processes and requirements. Collaborates closely with the Field Services Supervisor/Manager to align internal service activities among service engineers for smooth project progression across Engineering, Science, Instrument and Tape Production, and Test Group.
• Collaborate with the Field Service Operations Team to offer comprehensive quoting services to customers and Sales Account Managers.
• Service Management and Delivery Support: Takes charge, decides, delegates, mentors, and oversees support functions for Field Service Engineers. Establishes and approves efficient and effective processes for smooth integration of services and equipment into customer settings.
• Cross-departmental teamwork: Provides technical input on engineering, product management, service support, and related projects in their instrument domain.
• Tasked with crafting, coordinating, and sharing technical strategies from project teams for field deployment: retrofits, upgrades, recalls, etc. Responsible for engineering awareness and ECO approval/rejection for Field Service.
• Tasked with guaranteeing harmony between practices and documentation among other Service Advisors to ensure uniform service alignment across Field Service. Maintaining consistent communication among all Service Advisors will be a crucial aspect of this role.
• Collaborates closely with the Technical Support Manager to implement large-scale service requirements in the field.
• Quality Systems Administration: Assumes responsibility and coordinates the implementation of quality requirements throughout the LGC Field Services Team: planning, communication, metric monitoring/trending, and execution of necessary quality efforts within their area of expertise. Leads all aspects of the development and implementation of effective workflows, processes, and inter-departmental coordination to meet service quality expectations within their area of expertise.
• Always searching for and endorsing novel strategies to boost the efficiency of field service support, technical materials, and training services provided, and ability to cater to our clients.
• Additional Responsibilities: Shows adaptability and teamwork by supporting corporate objectives as needed by management for field service and instrumentation.
• Up to 25% of this position requires domestic and/or international travel
  
  

Qualifications

Minimum Qualifications:

• 2 year Associate's degree (Mechatronics or a related field)
• 3 years involved in technical roles for LGC instrumentation and software systems, plus 1 year in project or personnel management
  
  

Preferred Qualifications:

• 2-year Associate's degree in Mechatronics or a related field
• 5 years involved in technical roles in field service, engineering, product management using LGC instruments and software, plus 1 year in project management or overseeing personnel.
  
  

Technology/Equipment Skills

• Salesforce
• IFS Systems
• Automation Software
• Proficiency in Liquid Handling Automation
  
  

Additional Information

The customary salary range for this position is:

Minimum pay rate: $30.00 USD per hour

Maximum pay rate: $48.00 USD per hour

The salary range provided covers the minimum and maximum amounts projected for this role. The base salary will be influenced by factors like experience, skills, and location.

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!
  
  

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 parental, 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.

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

For more information about LGC, please visit our website www.lgcgroup.com

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