Description

POSITION SUMMARY:

The Technical Services Engineer position is part of a dynamic team providing competent technical product support and services to our North American customers. The Technical Services Technician is responsible for building and maintaining customer relationships through frequent communication on orders, maintenance management, and executing service activities at the customer locations across North America.

ORGANIZATIONAL RELATIONSHIPS:

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

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Initiate high-touch customer communications in preparation for technical services and ongoing support. 
• Manage a multitude of customer orders and their maintenance program. 
• Installation of product systems at the customer site, including system set-up, user training, and qualification.
• Provide ongoing product technical support, including troubleshooting through email, phone, and onsite maintenance.
• Offer and execute software upgrades and extended product warranty. 
• Perform diagnosis on returned product systems. 
• Prepare lease product systems, including software and documentation.
• 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.

Requirements

QUALIFICATIONS:

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

EDUCATION AND EXPERIENCE:

• A Bachelor’s degree in Physical or Life Sciences is required; Chemistry, Physics, or Engineering preferred. 
• Minimum of 0-2 years of proven, demonstrated experience in customer product service or an equivalent industry-related field.