Field Service Manager

We are a leading global life science tools company, providing mission-critical components and solutions into high-growth application areas across the human healthcare and applied market segments. We are a leader in the agricultural genomics market adopted by researchers around the world, with over 2000 scientific papers citing KASP™​ assays. Key applications include targeted genotyping-by-sequencing through SeqSNP lab service, and validation and screening of newly discovered SNPs in Marker-Assisted Selection and Marker-Assisted Breeding programs for both plants and livestock.

Our 180 years of scientific heritage, combined with a track record of innovation and value-enhancing acquisitions, has enabled us to build our product portfolio and expertise, and develop deep relationships with customers, industry partners and the global scientific community.

Our high-quality product portfolio is comprised of mission-critical tools for genomics and for quality assurance applications, which are typically embedded and recurring within our customers’ products and workflows and are valued for their performance, quality and range.

Our tools play a key role in customer workflows from discovery applications through to commercial manufacture and enable our customers to bring new diagnostics and therapies to market; progress research and development; optimize food production; and continuously monitor and enhance the quality of our food, environment and consumer products.

The Field Service Manager will create, scale, and oversee the execution of field service support, employee, and customer care for LGC instrumentation in the NALA region. This position will directly supervise all remote and headquarter based Field Service Engineers within the Americas region, ensuring they are organized, directed, trained, and appropriately managed to accommodate the balance of both home and work life. In addition, this role will collaborate with the Global Field Service Director / Sr. Director when NALA resources may be needed in the EMEA and APAC regions.

Operational attributes of this role include: training program execution for internal personnel and external customers, management and delivery of customer support functions and metrics, technical documentation, management of installations/preventative maintenance, and helping to define the customer experience post deployment.

Responsible for providing quality and efficient customer service to clients through the daily management of hiring, motivating, coaching, training, and problem solving. Additionally, recommends staffing, training, scheduling, career pathing of employees, instrument upgrade opportunities, and customer events. Manages service programs and delivery to ensure service expectations and client satisfaction objectives are satisfied. Works closely with the Field Service Director to establish and communicate the department vision as well as strategic and tactical plans.

This position will collaborate closely with the Field Service Director, Production Manager, Engineering Directors, Technical Support Management, and Field Service Advisors to balance resources that meet the needs of the customer and our people.

This position requires up to 75% travel within the United States (with occasional travel to South American regions)

Minimum qualifications:

• Minimum 2 year AA degree or equivalent experience
• 2+ years of in Field Service Leadership role with direct reports

Preferred qualifications:

• Knowledge of Microsoft Office Suite / CRM / Field Service CRM

What we offer (US based-employees):

• Competitive compensation with strong bonus program
• Comprehensive medical, dental, and vision benefits for employees and dependents
• FSA/HSA Pre-tax savings plans for health care, childcare, and elder care
• Deductible Buffer Insurance and Critical Illness Insurance
• 401(k) retirement plan with matching employer contribution
• Company-paid short- and long- term disability, life insurance, and employee assistance program
• Flexible work options
• Pet Insurance for our furry friends
• Enhanced Parental leave of 8 additional weeks
• PTO that begins immediately
• Town Hall monthly meeting onsite/virtual, Cheer program where employees are recognized for outstanding work, Company wide social events, frequent catered lunches and much more!

The typical pay range for this role is:

Minimum: $92,250 USD

Maximum: $153,750 USD

This range represents the low and high end of the anticipated salary range for the position. The actual base salary will depend on several factors such as: experience, skills, and location.

This position is eligible for a discretionary bonus program. Participation in the bonus program is not guaranteed, and bonuses are awarded at the discretion of the company based on individual and company performance results.

LGC strongly believes that every job applicant and employee should be valued for their talents regardless of age, disability, race, color, ethnic or national origin, sex, sexual orientation, gender reassignment, marital or civil partnership, pregnancy or parental, religion, or belief. Shortlisting, interviewing, and selection will always be carried out without regard to gender, sexual orientation, marital status, color, race, nationality, ethnic or national origins, religion or belief, age, or trade union membership!

For more information about LGC, please visit our website www.lgcgroup.com

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