Software Service Engineer IIl

Our team of service personnel provide front-line technical support to LGC’s repertoire of laboratory instrumentation and consumables.  What we do enables the scientific discovery of information that allows our customers to better feed the world, improve food safety, permit greater healthcare research and pharmaceutical discovery, and improve animal health…ultimately providing science for a safer world!

With a focus on always putting customers first, Software Service Engineer IIl’s work directly with an international customer base to resolve instrument and software interface problems, improve operational efficiency, provide equipment and software training, and support internal testing and debugging efforts.  Operational attributes for this role include software and IT support along with technical and mechanical support throughout installations, repairs, and preventative maintenance on laboratory equipment at customer facilities around the globe. 

This support role is multifaceted and incorporates the Diagnostics and Genomics software applications used in daily QC, Linearity in conjunction with PCR and oligo synthesis applications. The individual will act as a bridge of knowledge from what is learned in the field to be applied back in-house; working  closely with internal testing, engineering, and software design teams as it does external customers. Software Service Engineer IIl’s are technical experts in computer and software systems, coinciding with the technical and mechanical operation and repair of our instrumentation. They will work independent of direct oversight to support Engineering and Test Group efforts, design improvements, and special projects as assigned.  In addition, they will mentor, encourage, and develop junior software and field service engineers throughout day-to-day in-house activities, technical training, and how we deliver care provided to customers in the field. They provide both mechanical training and software training to internal Jr. FSE’s.  This position collaborates closely with their direct management and service team members to balance resources and meet the needs of the customer and organization.

Essential Functions: 

Service Delivery:  Delivers industry leading service through performing and assisting in IT and software support for applications (IAMQC, MSDRx, Kraken), instrument installations, equipment software integration into LIMS systems, training, preventative maintenance, repairs, and operational assistance world-wide. Will be expected to provide IT, software support and both technical/mechanical support independent of direct oversight.  Develops strong relationships through professionalism, understanding, tact, fairness, and technical knowledge in all customer interactions, providing system start-up, integration support, and production optimization to meet both human and business needs for the customer.

IT and Software Operations:  Provides technical expertise to support software development, test group, engineering, and IT efforts in-house and service needs in the field.  In-house efforts include phone, email, and SalesForce communications, troubleshooting, and issue resolution with customers, generation of training aids and technical documentation material, timely pre and post trip reports, training, customer events, and supporting special projects with Engineering, Test Group, and Product Management.

Is regarded as a technical expert on at least one product platform within LGC’s repertoire of instrumentation.  This position will be a key resource supporting service team members in the field and those who are remotely stationed.  Will be required to engage in trending quality concerns or one-up equipment issues that are spanning extended periods of time. 

• Ability to build GUIs and Desktop applications used to help with daily workflow and tasks to improve internal efficiency and customer workflow.
• Ability to build web-based applications used to help with daily workflow and tasks to improve internal efficiency and customer workflow.
• Perform software and system testing for LGC instrument and software products.
• Communicate and document troubleshoot tasks when working with customers.
• Integrate software components into functioning systems as needed.

Field efforts include on-site support for all technical, mechanical, IT or software issues that could not be resolved remotely.  Support and assistance of equipment commissioning and training, integrating customer laboratory management systems (LIMS) with our software, test and repair, and preventative maintenance of equipment.

Training:  Delivers in-house and on-site operator, software utilization, and technical training to customers and interdepartmental employees to varying aspects of operations, programming/software, troubleshooting, and issue resolution. 

This position advances their personal technical competency level by engaging new instruments and software through software testing, and servicing new software releases, engineering support, attending trainings, staff meetings, and getting up to speed on new products, markets, customers, and competitors.

Problem Solving:  This position requires strong analytical skills and the ability to pay careful attention to detail.  Collaborates with internal teams to resolve customer issues, improve processes, define corrective actions, and remain responsible for completion of service cases requiring IT and/or software support to meet customer satisfaction.

Quality Assurance:  Continuously seek and support new approaches, practices, testing methods, and processes to improve the efficiency, training services offered, and ability to care for our customers.  This position is responsible to effectively communicate instrument status, issues, and customer complaints and needs to appropriate managers and internal resources. 

Will be responsible to proactively take ownership and follow-through of generated issues or complaints reported from themselves, as assigned, or from junior service engineers.

Business Growth:  This position contributes to achieve specific service-related key performance indicators as defined for revenues, profit, and service order volumes in accordance with our shared corporate values to allow service to permeate through everything we do.

Other Duties as Assigned:  Responds with flexibility and collaboration to the needs of the business – both internally and externally – by addressing important corporate initiatives when requested by management.

• 4 year degree in Information Technology or a comparable field of study.
• A minimum of 4 years’ experience in a relatable field or on LGC instrumentation.
• Valid driver’s license and good driving record.

All your information will be kept confidential according to EEO guidelines.