The Life Science Field Service Specialist is responsible for providing technical support and expertise to our customers. This includes on-site installation of our instruments at customer labs, troubleshooting equipment issues, assisting with servicing instrumentation remotely and in person, and ensuring optimal performance and functionality for our Life Science products. Collaborating closely with our sales and engineering teams, this role will help to identify customer needs, provide training, and deliver exceptional customer service. This is an exciting opportunity to contribute directly to scientific advancement by ensuring our customers have reliable, cutting-edge tools for their research. 

An ideal candidate will have the capacity to travel to the Aurora, Ontario office and train. This role requires up to 100% travel with flexibility to work hours outside of normal business hours. This individual will complete installations, technical support and troubleshooting for a variety of products both virtually and within research laboratories and related spaces. Experience in research laboratories is preferred.

The essential functions include, but are not limited to the following:

·        Provide technical assistance to Life Science customers across a range of products

·        Perform remote support appointments via online tools to help solve software/system issues

·        Initiate contact and follow-up with customers to resolve problems and answer questions

·        Communicate and collaborate with engineering team on product updates/changes/prospective new products

·        Escalate and advise on customer requests for replacement or new equipment to sales Team

·        Prepare, process, review and monitor various documents

·        Provides reports, advisory support and assistance to the department supervisor as needed.

·        Installs new equipment at customers facilities

·        Performs on-site training on basics of how to use equipment

·        On-site troubleshooting and repair of instruments

·        Attends trade shows, support existing clients, network, and learn

·        Attends seminars, sales meetings or educational activities to stay up-to-date on the latest developments, trends, regulations in the marketplace

·        Performs other work-related duties as assigned

·        Act as a point of escalation for clients ensuring best in class service is constantly being delivered

·        Work positively with support functions to fully define the processes/procedures/controls relevant to team activities

·        Provide support and input to continuous improvement activities within the team

·        Liaise and communicate effectively with customers and other departments

·        Share ideas to improve operations by recommending, and implementing continuous process and procedure improvements to optimize results while

adhering to quality standards, Company policies, and Customer requirements

·        Customer satisfaction and/or Net Promotor score

·        Paid installation revenue

·        Four (4) year Technical Degree – BME/Electrical/Mechanical Engineering Preferred

·        Must maintain a valid driver’s license and the ability to meet company insurance requirements

·        Must maintain a valid international passport  

·        Excellent verbal and written communication skills – primarily customer-facing email & phone correspondence 

·        Strong attention to details

·        Excellent problem-solving skills

·        Ability to manage a wide variety of activities at the same time

·        Ability to work cross functionally and collaboratively with many stakeholders

·        Good understanding of customer requirements and the impact of failure/cost of poor quality

·        Ability to solve practical problems and deal with a variety of concrete variables

·        Ability to interpret a variety of instructions furnished in written, oral or schedule form

·        Technical skill to use a variety of software packages and provide customer support

                               

●       Dependable –our team, and clients, can count on your knowledge and understanding. Comfortable accepting accountability for your performance

●       Self-motivated – you see every new task as an opportunity to learn and grow, you work well independently and are a self-starter. Strong work ethic; acts with integrity; Energized by challenges; decisive; outgoing and positive

●       Strong communication – Excellent communication skills, as well as experience managing a wide range of relationships with people at all levels within an organization, including global leaders. Can adapt your communication style to your audience, and know how to ask questions and receive feedback

●       Organized – Strong organizational skills with the ability to prioritize, coordinate and manage multiple tasks/projects simultaneously. Attention to detail and superior ability to organize systems, tools, and timelines

●       Positive – you bring energy into the room by being courteous, helpful and by providing excellent support to our clients and team.  Entrepreneurial attitude and strong work ethic with the drive to push forward deliverables and engage stakeholders as needed

We offer an excellent benefit plan (including travel insurance), performance incentives and paid personal leave, in addition to vacation time. Our office is bright and welcoming and is steps away from a beautiful greenspace with walking trails. Our Health and Wellness committee is dedicated to employee engagement through treat days, opportunities for community support, and company events. 

Working for a small company can offer numerous advantages for candidates seeking a dynamic and collaborative work environment. Unlike larger corporations, where roles can be more specialized and limited in scope, small companies provide a unique opportunity to accelerate your growth by giving you the opportunity to explore and expand your skills in various areas. This exposure allows you to develop a diverse skill set by working closely with professionals from various fields.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please let us know. All applicants must be eligible to work in the US, as well as able to pass a preemployment background check and drug screen. Lafayette Instrument Company (LIC) and its subsidiaries are an Equal Opportunity Employer, Drug-Free Workplace and complies with ADA regulations as applicable.