ESSENTIAL DUTIES AND RESPONSIBILITIES

• Initiate and build ongoing strong client partnerships with laboratory staff, with high-touch customer communications in preparation for product services and ongoing support.
• Schedule, and manage a multitude of client onsite orders and preventative services. Including system set-ups, user trainings, and qualifications.
• Provide ongoing product support, including troubleshooting through email, phone, and onsite.
• Adhere to documentation regulatory requirements and established industry qualify standards to maintain accurate service reports and work orders in our CRM (Salesforce) and tracking systems.
• Offer and execute product upgrades and extended product warranty.
• Use diagnostic tools and data-gathering techniques to troubleshoot product systems.
• Escalate and consult with internal resources on complex or recurring product issues to ensure swift resolution.
• All other duties as assigned.

QUALIFICATIONS

• A valid driver’s license and passport or the ability to obtain both.
• Must be able to operate with a flexible schedule and willing to travel within North America for up to 40% of a work week including overnight stays.
• This position is not remote. During non-travel days, position in onsite at the Charlottesville office.
• 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, biomedical engineering or chemistry internship, research or laboratory technician, or equivalent industry-related experience.

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.