Field Service Engineer II

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Deliver front-line technical assistance for LGC laboratory instruments and consumables.

• Troubleshoot technical equipment and software issues both remotely and on-site at customer facilities.

• Carry out instrument installations, system startups, integration support, commissioning, repairs, preventive maintenance, and production optimization.

• Provide on-site operator and technical training to clients.

• Document and relay instrument issues and engineering design requests to the Field Service Advisor team.

• Observe and assist senior Service Engineers during installations.

• Offer independent service support without direct supervision.

• Engage in 24/7 on-call emergency service support and troubleshooting.

• Collaborate with the Field Service Manager, fellow service team members, Field Service Engineers, Technical Advisor team, and Sales.

• Lead or cooperate on resolving customer issues, process enhancements, corrective actions, and completion of service cases.

• Assist with the implementation of new processes and instruments in the field.

• Contribute to service-related KPIs, including FRFT, customer satisfaction, TAT, MTTR, and on-site completion days.

• Support special projects and assign tasks when necessary.

• Address corporate initiatives and other business requirements as assigned.

⛳️ Requirements

• Associate degree in a mechanical, industrial, or electrical technical field, or equivalent experience.

• Understanding of fundamental engineering principles, theories, and techniques.

• Minimum of 3 years of experience in Field Service.

• Preferred: 3 years of experience in Field Service within the Life Science or Ag-Bio Science sectors.

• Valid driver’s license with a clean driving record.

• Clear criminal background to meet travel visa requirements.

• Willingness to travel up to 75%, both domestically and internationally.

• Availability for 24/7 on-call emergency service support.

• Capability to provide service support independently without direct supervision.

• Strong focus on customer care and customer experience.

• Flexibility and readiness to adapt work schedules as needed.

• Excellent written and verbal communication skills.

• Ability to collaborate closely with internal and external teams.

• Current authorization to work in the U.S.

• Must not require sponsorship for temporary visas, including H-1B, H-2B, OPT, O-1, and TN.

• Alignment with LGC core values: Passion, Curiosity, Integrity, Brilliance, and Respect.

🏝️ Benefits

• Competitive salary with a robust bonus program.

• Comprehensive medical, dental, and vision coverage for employees and their dependents.

• FSA/HSA pre-tax savings plans for healthcare, childcare, and elder care expenses.

• Deductible Buffer Insurance and Critical Illness Insurance options.

• 401(k) retirement plan with employer matching contributions.

• Company-funded short- and long-term disability, life insurance, and employee assistance programs.

• Flexible working arrangements.

• Pet Insurance available.

• Enhanced Parental leave policy offering an additional 8 weeks.

• Immediate accrual of Paid Time Off (PTO).

• Monthly onsite/virtual Town Hall meetings.

• Recognition program for outstanding contributions.

• Company-wide social gatherings.

• Regular catered lunch events.