Technical Services Technician

POSITION SUMMARY:

The Technical Service Technician is part of a dynamic team responsible for providing on-site technical expertise, problem-solving, and exceptional customer service to maintain, install, and troubleshoot advanced proprietary company analytical instruments used in pharmaceutical industry environments across North America.

Note:
This position is not remote. It requires being on-site in our Charlottesville, VA, location when not traveling.

ORGANIZATIONAL RELATIONSHIPS:

• Reports to:
  
  Manager, Technical Services
• Internal:
  Collaborates with Sales, Product Marketing, Manufacturing, Engineering, and Software teams as needed.
• External:
  North America Clients

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Initiate and build ongoing strong client partnerships with laboratory staff, with high-touch pharmaceutical customer communications in preparation for on-site installation qualification analytical services and ongoing support.
• Schedule and manage a multitude of customer orders and preventative maintenance programs.
• Adhere to documentation regulatory requirements and established industry quality standards to maintain accurate validation service reports and work orders in our CRM (Salesforce) and tracking systems.
• Installation of analytical product systems at the customer site, including system set-up, user training, and qualification.
• Provide ongoing product analytical support, including troubleshooting through email, phone, and onsite maintenance.
• Escalate and consult with internal resources regarding complex or recurring product issues to ensure swift resolution.
• All other duties as assigned.

SUCCESS FACTORS:

• Highly responsive, action-oriented, with exceptional follow-through on commitments to ensure sustainable, high-quality customer results.
• Motivated and self-driven with a positive attitude, sound judgment, a strong sense of position responsibility, and ownership.
• Demonstrates meticulous attention to detail and accuracy through practical problem analysis, critical thinking, and resolution skills.
• Possess active listening and clear communication skills, including verbal, written, and presentation abilities (e.g., grammar, writing, and editing) to engage professionally with colleagues, vendors, and customers.
• Exhibits excellent interpersonal skills to handle sensitive and confidential situations with tact, poise, and diplomacy.
• Consistently demonstrates flexibility, strong organizational skills, and the ability to prioritize time effectively to meet deadlines.
• Promotes positive and collaborative relationships within a high-performance team.
• Foster an environment that promotes LHI’s mission, vision, and values and encourages continuous improvement and accountability at all organizational levels.
• Ability to interpret, adapt, and apply Organization guidelines and procedures within the position and the department.

QUALIFICATIONS:

• A valid driver’s license and passport or the ability to obtain both.
• Must be able to operate with a flexible schedule and be willing to travel within North America for up to 40% of a workweek, including overnight stays.
• Experience with cGLP/cGMP preferred.
• Proficiency with Salesforce CRM software preferred.
• Proficiency with Google G-Suite and MS Office Products required.

EDUCATION AND EXPERIENCE:

• Associate’s degree (A.A.) or equivalent from a two-year college, technical school, or military training required.
• A Bachelor’s degree in Physical or Life Sciences;
  Chemistry, Physics, or Engineering preferred.
• A minimum of two years of proven and demonstrated experience in a Biotech pharmaceutical life science field or equivalent industry-related experience.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands and work environment described here represent those that employees must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the staff member is regularly required to talk and hear; frequently required to stand, walk, and sit; use hands and fingers to handle or feel objects, tools, or controls; reach with hands and…