About the role
The Technical Support Instrumentation role at LGC offers an outstanding opportunity to be part of an exceptionally skilled team dedicated to delivering world-class technical support. You will provide both verbal and written assistance to our internal and external customers regarding LGC’s innovative instrumentation products and related applications. This role demands flawless communication of customer feedback to various teams including Field Service, R&D, Quality, Marketing, and Product Management. You will also be responsible for remote troubleshooting and, when necessary, coordinating field dispatch services. Furthermore, meticulous documentation and tracking of customer complaints in our system of record (SFDC) will be a critical part of your responsibilities.
To perform this job successfully, an individual must be able to perform each of the following essential functions satisfactorily.
**Technical Support**
* Provide expert technical troubleshooting solutions to customers of LGC. Support methods include telephone, e-mail, and online customer meetings.
* Strictly align with the Company’s quality system and regulatory requirements related to customer support and complaint handling. Ensure that contact and product logging in the complaint handling system is complete and accurate.
**Customer Feedback and Communication**
* Communicate customer feedback to Field Service, R&D, Quality, Marketing, and Product Management teams to continually improve our products and services.
**Regulatory and Quality Compliance**
* Understand and align with ethical, legal, and regulatory requirements applicable to our business.
* Adhere to company Personal Protection Equipment (PPE) policy to ensure safety and compliance.
**Documentation and Archiving**
* Apply the database to develop and maintain boilerplate language for product support, ensuring consistency and accuracy across all communications.
**Process Mapping and Work Instructions**
* Build detailed process maps to improve and streamline technical support workflows.
* Ensure all documentation is up-to-date and accessible to the team for flawless execution of tasks.
**Complaint Management and Tracking**
* Manage and track customer complaints to ensure timely and effective resolution.
* Maintain accurate records of complaint handling and outcomes, providing regular reports on complaint status and trends to management.
**Additional Duties**
* Perform other duties as assigned to meet business needs, demonstrating flexibility and ambition.
**Minimum Qualifications:**
* Education: Minimum 2-year AA degree in Engineering field or equivalent experience.
* Experience: Over 3 years of technical involvement in field service or engineering, demonstrating a strong grasp of the basic theory and principles of analytical instrumentation.
* Experience handling CRMs.
**Preferred Qualifications:**
* Education: B.A. or B.S degree in an Engineering field.
* Over 5 years of hands-on experience in field service, engineering, or product management involving LGC instrumentation and software systems, along with more than 1 year in project management or supervising staff.
* Basic understanding of genomics, proteomics, and molecular biology products.
* Experience with Customer Relationship Management systems.
**Proficiencies & Behaviours**
* Strong dedication to customer service with outstanding communication skills, both verbal and written.
* Demonstrated strong presentation skills.
* Knowledge of Microsoft Office suite (Word, Excel, PowerPoint, Outlook).
* Ability to work independently with minimal supervision and collaboratively in a team.
* Well-organized, able to multi-task, and flexible in accommodating customer needs.
* Aptitude to work in a complex and rapidly growing company.
* Driven by a focus on meeting deadlines.
* Highly accurate and diligent.
* Resonate and operate in line with LGC’s core value behaviours: Passion, Curiosity, Integrity, Brilliance, and Respect.