Technical Services Technician (Charlottesville)

POSITION SUMMARY:

The Technical Service Technician is part of a dynamic team responsible for providing on-site technical expertise, problem-solving, and exceptional customer service to maintain, install, and troubleshoot advanced proprietary company analytical instruments used in pharmaceutical industry environments across North America.

Note: This positon is not remote. It requires being on-site in our Charlottesville, VA, location when not traveling.

ORGANIZATIONAL RELATIONSHIPS:

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

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Initiate and build ongoing strong client partnerships with laboratory staff, with high-touch customer communications in preparation for technical services and ongoing support. 
• Schedule and manage a multitude of customer orders and preventative maintenance programs. 
• Adhere to documentation regulatory requirements and established industry quality standards to maintain accurate service reports and work orders in our CRM (Salesforce) and tracking systems. 
• 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. 
• Use diagnostic tools and data-gathering techniques to troubleshoot hardware and software on product systems. 
• Escalate and consult with internal resources regarding complex or recurring product issues to ensure swift resolution.
• 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.

QUALIFICATIONS:

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

EDUCATION AND EXPERIENCE:

• Associate’s degree (A.A.) or equivalent from a two-year college, technical school, or military training required.
• A Bachelor’s degree in Physical or Life Sciences; Chemistry, Physics, or Engineering preferred. 
• A minimum of two years of proven and demonstrated experience in a Biotech pharmaceutical life science field or equivalent industry-related experience. 

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands and work environment described here represent those that employees must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the staff member is regularly required to talk and hear; frequently required to stand, walk, and sit; use hands and fingers to handle or feel objects, tools, or controls; reach with hands and arms; climb, balance, stoop, kneel, crouch, or crawl; taste or smell. 

The staff member must occasionally lift and move up to 25 pounds. Specific vision abilities required in this job include close vision, distance vision, color, peripheral vision, depth perception, and the ability to adjust focus and differentiate fine details. 

This position operates in a professional office environment, laboratory setting, and light manufacturing area with mild to moderate noise levels. This position routinely uses standard office equipment and proprietary company analytical instruments regularly used in pharmaceutical industry environments. Most of the work requires mental concentration and analytical problem-solving.

Disclaimer: The above information and position descriptions indicate the general nature and level of work performance by employees with this classification. Please note that the job description does not represent a comprehensive listing of activities, duties, or responsibilities required of the employee in this role. Duties, responsibilities, and activities may change at any time with or without notice.

COMPANY INFORMATION:

At Lighthouse Instruments, we consider our team to be our greatest asset. Their health and wellness are vital to the success of our organization. That’s why we offer affordable, comprehensive healthcare coverage and programs for eligible employees and their families, focused on well-being and a balanced work and personal life. Our generous benefit offerings include, but are not limited to, medical, dental, vision insurance, 401 (k) retirement savings plan with an employer matching contribution, paid life and disability insurance, spending account options, paid time off, including flex time, and more! 

Important Application Information

Only qualified applicants who are available and eligible to work in the U.S. will be considered for this position. 

No agency solicitations, please.

Compensation details: 55000-70000 Yearly Salary

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