Technical Support Instrumentation

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This range is provided by LGC. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$77,500.00/yr - $/yr

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 high‑quality product portfolio is comprised of mission‑critical tools for genomic analysis and for quality assurance applications, which are typically embedded and recurring within our customers’ products and workflows and are valued for their performance, quality and range.

Our tools play a key role in customer workflows from discovery applications through to commercial manufacture and enable its 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 expertise, and develop 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!

The Technical Support Instrumentation role at LGC offers an outstanding opportunity to be part of an exceptionally skilled team dedicated to delivering world‑class technical support. You will provide both verbal and written assistance to our internal and external customers regarding LGC’s innovative instrumentation products and related applications. This role demands flawless communication of customer feedback to various teams including Field Service, R&D, Quality, Marketing, and Product Management.

You will also be responsible for remote troubleshooting and, when necessary, coordinating field dispatch services. Furthermore, meticulous documentation and tracking of customer complaints in our system of record (SFDC) will be a critical part of your responsibilities.

• Provide expert technical troubleshooting solutions to customers of LGC. Support methods include telephone, e‑mail, and online customer meetings.
• Strictly align with the Company’s quality system and regulatory requirements related to customer support and complaint handling. Ensure that contact and product logging in the complaint handling system is complete and accurate.

• Communicate customer feedback to Field Service, R&D, Quality, Marketing, and Product Management teams to continually improve our products and services.

• Understand and align with ethical, legal, and regulatory requirements applicable to our business.
• Adhere to company Personal Protection Equipment (PPE) policy to ensure safety and compliance.

• Apply the database to develop and maintain boilerplate language for product support, ensuring consistency and accuracy across all communications.

• Build detailed process maps to improve and streamline technical support workflows.
• Ensure all documentation is up-to-date and accessible to the team for flawless execution of tasks.

• Manage and track customer complaints to ensure timely and effective resolution.
• Maintain accurate records of complaint handling and outcomes, providing regular reports on complaint status and trends to management.

• Perform other duties as assigned to meet business needs, demonstrating flexibility and ambition.

• Education:
  
  Minimum 2-year AA degree in Engineering field or equivalent experience.
• Experience:
  
  Over 3 years of technical involvement in field service or engineering, demonstrating a strong grasp of the basic theory and principles of analytical instrumentation.
• Experience handling CRMs.

• Education:
  
  B.A. or B.S. degree in an Engineering field.
• Over 5 years of hands‑on…