Field Service Technician/Engineer II (Remote) - Northern California

Company Description

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. Our 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 tools play a key role in customer workflows from discovery applications through to commercial manufacture and enable its customers to: bring new diagnostics and therapies to market; progress research and development; optimize food production; and continuously monitor and enhance the quality of food, the environment and consumer products.

LGC’s 175+ years of scientific heritage, combined with a track record of innovation and value-enhancing acquisitions, has enabled the company to build its product portfolio and expertise, and develop deep relationships with customers, industry partners and the global scientific community.  Join us and help us achieve our mission of Science for a Safer World! 

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

With a focus on always putting customers first, our Field Service Technician/ Engineer's II work directly with an international customer base to resolve technical equipment and software problems, improve operational efficiency, provide equipment and software training, and support internal design and assembly production efforts.  Operational attributes for this role include shadowing and assisting more senior service engineers during installations, repairs, and preventative maintenance on laboratory equipment at customer facilities around the globe. 

Job Duties:

• Service Delivery:  Delivers industry-leading service by performing instrument installations, training, preventative maintenance, repairs, operational assistance, and trade shows world-wide.  
• Operations:   Provides technical expertise to support production efforts in-house and service needs in the field. In-house efforts include instrument assembly, phone, email, and SalesForce communications with customers, generation of training aids and technical documentation material, timely pre and post trip reports, training, customer events, and supporting special projects with Engineering, Product Management, and Production. 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.
• Problem Solving:   Collaborates with internal teams to resolve customer issues, improve processes, define corrective actions, and remain responsible for completion of service cases to meet customer satisfaction.
• 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 internal resources.
• 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.

Qualifications

• Associate degree is required OR 2-3 years relevant experience in lieu of degree.
• Mechanical, industrial, or electrical technical field with knowledge in the application of basic engineering principles, theories, and techniques. 
• 2 years’ experience with diagnosis and solid mechanical aptitude.  
• Manufacturing/industrial production; preferably in an automated manufacturing and/or test environment with knowledge of manufacturing processes and process improvement techniques.
• Valid driver’s license.

No relocation assistance is available.   Must live in Northern Califor