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Technical Field Support Specialist II

2 months ago

Petaluma California, United States LGC Biosearch Technologies Full time

Job Overview:
At LGC Biosearch Technologies, our Technical Field Support Specialist II plays a crucial role in ensuring customer satisfaction by addressing technical challenges related to our equipment and software. This position involves direct interaction with a diverse international clientele, focusing on enhancing operational performance, delivering training on our products, and assisting in internal design and assembly processes.

Key Responsibilities:

Service Excellence:
Provide top-tier service by executing instrument installations, conducting training sessions, performing preventative maintenance, and managing repairs globally.

Operational Support:
Offer specialized technical knowledge to bolster in-house production efforts and field service requirements. Responsibilities include instrument assembly, effective communication with clients through various channels, creation of training materials, and collaboration on special projects with Engineering and Product Management teams.

Field Service Operations:
Deliver on-site assistance for complex technical issues that cannot be resolved remotely, oversee equipment start-up and commissioning, and carry out preventative maintenance tasks.

Issue Resolution:
Work closely with internal teams to address customer concerns, streamline processes, and implement corrective measures, ensuring timely resolution of service cases to enhance customer satisfaction.

Quality Improvement:
Proactively seek innovative methods and practices to elevate service efficiency and training offerings, while ensuring that customer needs are effectively communicated to relevant stakeholders.

Contribution to Business Success:
This role is instrumental in achieving specific service-related performance metrics aligned with our corporate values, thereby fostering a culture of service excellence throughout the organization.