LIGHTHOUSE is the leading global provider of optical-based, non-destructive headspace analysis systems and measurement services that lower the cost and ensure the quality of parenteral products.
Service and Support EngineerCharlottesville, VA
The Service & Support Engineer position is part of a dynamic team providing competent technical product support and services to our North American customers. Responsibilities of this position include frequent communication with customers, order and maintenance management, and service activities performed at customer locations across North America.
•Initiate high-touch customer communications in preparation for technical services and ongoing support.
•Set up new analyzers at the customer site, including hardware and software installation, user training, and qualification.
•Provide technical support and troubleshooting to customers by email and telephone.
•Execute routine maintenance of installed analyzers at the customer site.
•Perform diagnosis and repair of customer analyzers returned to the factory.
•Prepare lease analyzers for delivery to the customer, including software and documentation.
•Offer and sell additional services to existing customers.
•All other duties as assigned by management.
•A Bachelor’s degree in Chemistry, Physics, or Engineering required.
•Minimum of 2-7 years’ proven and demonstrated experience in customer product service or equivalent industry-relatedexperience.
•Must possess a valid driver’s license and passport or the ability to obtain both.
•Must be willing to travel within North America up to 40% of working days.
•Experience with cGLP/cGMP preferred.
•Strong computer and technology skills.
•Active listening and clear communication skills: verbal, written, and presentations skills (e.g., grammar, writing, and editing)to interact professionally with individuals both internally with co-workers and externally with customers is required.
•Effective problem analysis and resolution skills with acute attention to detail.
•Goal-oriented and self-reliant with the ability to work independently.
•High level of interpersonal and relationship skills essential with the ability to handle sensitive, stressful, and confidentialsituations with poise, tact, and diplomacy.
•Above average ability to be flexible, organize, manage time, and set/shift priorities while meeting deadlines required.
•A team player who can cultivate a team spirit within the department and maintain positive interdepartmental collaboration.
•Ability to interpret, adapt, and apply Organization guidelines and procedures within the position and the department.