Field Service Engineer II

Overview

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 portfolio includes mission-critical tools for genomic analysis and for quality assurance applications, which are embedded and recurring within our customers’ products and workflows and valued for performance, quality and range.

Our tools support customer workflows from discovery applications through to commercial manufacture and enable 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 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.

Position Summary

Our team of service personnel provides front-line technical support to LGC’s repertoire of laboratory instrumentation and consumables. We enable scientific discovery and support customers to better feed the world, improve food safety, permit greater healthcare research and pharmaceutical discovery, and improve animal health, ultimately contributing to science for a safer world.

With a focus on putting customers first, our Field Service Engineers work directly with internal and external customers to resolve technical equipment and software problems remotely and onsite at customer locations. They provide equipment and software training, log and forward instrument issues, and engineering design requests to the Field Service Advisor team. Operational duties include shadowing and assisting senior engineers during installations, performing repairs and preventative maintenance on laboratory equipment at customer facilities, and collaborating with global field service teams.

Field Service Engineers may pair with others to complete customer requests in the field, such as large-instrument preventative maintenance visits.

This role collaborates closely with the Field Service Manager and other service team members to balance resources and meet customer and organizational needs.

To perform this job successfully, an individual must be able to capably perform each of the following essential functions:

• Service Delivery: Delivers industry-leading service through instrument installations, training, preventative maintenance, repairs, operational assistance, and trade shows. Provides service support independent of direct oversight, develops strong customer relationships, and supports system start-up, integration, and production optimization to meet customer needs.
• Operations: On-site support for technical issues unresolved remotely, start-up, commissioning and training, test and repair, and preventative maintenance of equipment.
• Training: Delivers and participates in on-site operator and technical training, stays current on products and markets, and supports instrument implementation in the field; collaborates with sales on new opportunities.
• Problem Solving: Takes lead and collaborates to resolve customer issues, improve processes, define corrective actions, and complete service cases; may oversee special projects and delegate tasks as appropriate.
• Quality Assurance: Seeks and supports new approaches to improve efficiency, training services, and customer care; communicates instrument status, issues, and customer needs to managers and the Technical Advisor Team.
• Business Growth: Contributes to service-related KPIs (revenues, profit, service order volumes) and adheres to corporate values; accountable for FRFT, customer satisfaction, turnaround time, MTTR, and days onsite as defined.
• Other Duties as Assigned: Responds with flexibility and collaboration to business needs and management requests.

Essential Knowledge &

Qualifications:

• 2-year degree in a mechanical, industrial, or…