Job Ref: 212558158

Date: 2020-10-07 16:47:46

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Field Services Technical Advisor
The Field Services Technical Advisor is an expert and/or proficient in LGC instrument systems, providing detailed technical information and advice throughout all field service operations and acts as a primary liaison between Field Services, Engineering, Laboratory Operations, Product Management and Sales teams, site leadership, and the customer.
This role takes ownership to engage in day-to-day technical operations of the Field Service Team and participates heavily in the planning and execution of field service related projects. In addition, ensuring best practices are implemented for installations, preventative maintenance, ISO compliance, and oversight of applicable document administration.
Responsible for assisting in quality and compliance initiatives that involve Field Services from new designs, retrofits, upgrades, installations and preventative maintenance activities to ECOs, CARs, and all other additional ISO quality efforts.
This position will collaborate closely with the Field Services Manager, Senior Technical Lead, Engineering Managers, Field Service team members globally, and the Field Services Operations Manager to balance internal resources requirements that meet the needs of the customer
Areas of Responsibility:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily.
Essential Functions:
Technical Operations Support: Plans and oversees day-to-day internal field service operations, service case management and follow-through, and the accurate recording of project labor time. Sets the standard for in-house field service care: actively mentors, coaches, encourages, trains, and critiques service engineers to refine their technical knowledge, soft skills, and compliance to quality processes and requirements. Works closely with the Field Services Manager and Senior Technical Lead to coordinate internal service activities amongst service engineers to ensure work completion and project progression.
Will work closely with the Field Service Operations Team to provide levels of quoting to both customers and Sales Account Managers. Supports and acts as a back-up to all administrative operations
Service Management and Delivery Support: Responsible to take ownership, make decisions, delegate as needed, and provide guidance regarding support functions and processes that assist Field Service Engineers to be successful in-house and primarily, in the field. Works with the Senior Technical Lead to create and/or approves all behind-the-scenes best practices and processes to ensure seamless integration of LGC field services and instrumentation into customer environments: ISO quality work instructions, standardization checklists and processes, pre and post service trip activities, facility prep support, cost reduction efforts, travel, etc.
Interdepartmental Integration and Alignment: Performs on multi-departmental working teams providing technical advice as well as expertise to assigned aspects of engineering developments, product management ideation and implementation, service support, and any other technical project group assigned that impacts Field Service efforts.
Will be responsible to assist in the development, planning, coordination, communication, and execution of technical program approaches that stem from these project teams to ensure smooth deployment into the field: retrofits, upgrades, equipment recalls, and the like.
Will perform project management activities, particularly in leading project teams and/or directing project activities when larger scaled field service needs are required; project monitoring, communication, coordination, and acts as a liaison between all other technical teams within LGC and Field Service.
Quality Systems Administration: Assists the implementation of quality requirements throughout the EMEA Field Services Team: planning, communication, metric monitoring/trending, and execution of required quality efforts. Leads the development and implementation of effective workflows, processes, and inter-departmental coordination to meet service quality expectations.
Continuously seeks and supports new approaches, and practices to improve the efficiency of field service support, technical literature and training services offered, and ability to care for our customers.
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.
Other Skills, Abilities, and Competencies:
Caring
Authentically cares for our employees and our customers.
Leadership
Servant leader who can manage self, team members, and peers to meet corporate goals.
Project Management
Capable to influence and lead teams, regardless of reporting structure, to attain project outcomes.
Teamwork
Work closely with various teams (internal and external) to accomplish goals and improve processes.
Perseverance
Drives towards results in-spite of difficulty, distractions, and challenges.
Creativity
Visionary in making the customer experience memorable and keeping employees engaged/motivated.
Computer
Skills Microsoft Office Suite and Salesforce
Communication
Excellent written and oral communication.
Organization
Excellent organizational skills with the ability to handle multiple projects.
Ethics
Possesses high ethical standards on a global basis.
Critical
Thinking Problem solving and process improvement skills.
Analytical Skills
Ability to review data/costs and analyze results.
Collaboration
Works closely with various internal departments and outside customers.
Patience
Demonstrate a patient attitude when dealing with difficult situations both internally and externally. Represent LGC in a respectful way to outside customers.
Education/Experience/Licenses/Certifications:
Minimum:
* Education: Minimum 2 year AA degree Or Completed Apprenticeship in Engineering with HNC or equivalent
* Experience and/or training: Significant years of technical engagement in field service and with LGC instrumentation and software systems
Preferred:
* Education: B.A. or B.S degree
* Experience and/or training: 7+ years of technical engagement in field service, engineering, product management with LGC instrumentation and software systems and 1+ year of project management and/or experience with supervision/management of personnel

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