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 DescriptionBiosearch 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.
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 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 ResponsibilitiesBuild strong service support rapport with regional key account customers in APAC.
Site preparation, instrument installations, training, troubleshooting, and preventative maintenance as core tasks.
Facilitating service contract proposals and tracking as and when required.
Function as an integral part of a wider global support team to offer "In Time zone 24/7" emergency service support call and troubleshooting assistance.
Train and support customers in the application of "SFDC sales force" 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.
After normal office hours on-call support assignments as part of a global technical support framework.
Involvement in engineering projects and product management requests for technical feedback/support.
Responsible for instrument commissioning, training, testing, repair of equipment, and preventative maintenance.
Expected to mentor junior field service engineers in problem resolution.
Seek continuous improvement processes to optimize technical support to our customers in the region.
Effectively communicate instrument status, issues, and customer complaints to appropriate managers and internal resources.
Respond with flexibility and collaboration to the needs of the business.
Maintain a positive company image while handling clients and distributors professionally.
Motivated to learn and constantly improve processes and tools.
Adhere to company safety standards and promote safety culture throughout the company.
Any other ad-hoc projects and duties as required by management.
QualificationsEducation, 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; instrument service training will be provided.
50-60% travel expected in APAC and occasionally to USA and EMEA for training.
Additional InformationABOUT 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.
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