LGC Group

Provide Level 1 technical support for software applications, document issues, collaborate with teams, and manage customer inquiries. | Requires a bachelor's degree in life sciences, 2+ years customer support experience, proficiency in software troubleshooting, and fluency in English and French. | About the position Providing Level 1 technical support (verbal and written) for the Company’s software products (IAMQC, MSDRx) and related applications to both external and internal customers is the responsibility of the Technical Support Informatics Software Specialist. Handling customer support inquiries, conveying customer feedback to Product Management, Quality, and Marketing teams, process mapping, writing work instructions, using the database for boilerplate product support language, and managing and tracking customer complaints are also part of this role. To perform this job successfully, an individual must be able to perform each of the following essential functions satisfactorily. Technical Support-Level 1: Provide daily technical support to customers in the use of LGC Software applications with a primary focus on IAMQC and MSDRx applications for Quality Measurement Tools. Support methods include telephone, e-mail, and online customer meetings. Document customer issues, actions, and resolutions within Salesforce Case files. Document and advance cases to Level 2 as needed. Collaborate with cross-functional teams to manage inquiries and improve processes for efficient and timely responses. Align with the Company’s quality system and regulatory requirements pertaining to customer support and complaint handling; maintain the completeness and accuracy of case information. Customer Feedback and Communication: Share customer feedback with Product Management, Commercial, and Quality teams. Review marketing material for technical accuracy, including user manuals, product brochures, customer communications, and other technical documents. Serve as a resource to product development, marketing, and sales teams as needed. Case Management and Tracking: Manage and track customer inquiries to ensure timely resolution. Provide regular reports on case status and trends to management. Perform other duties as assigned to meet business needs. Responsibilities • Provide daily technical support to customers in the use of LGC Software applications with a primary focus on IAMQC and MSDRx applications for Quality Measurement Tools. Support methods include telephone, e-mail, and online customer meetings. • Document customer issues, actions, and resolutions within Salesforce Case files. • Document and advance cases to Level 2 as needed. • Collaborate with cross-functional teams to manage inquiries and improve processes for efficient and timely responses. • Align with the Company’s quality system and regulatory requirements pertaining to customer support and complaint handling; maintain the completeness and accuracy of case information. • Share customer feedback with Product Management, Commercial, and Quality teams. • Review marketing material for technical accuracy, including user manuals, product brochures, customer communications, and other technical documents. • Serve as a resource to product development, marketing, and sales teams as needed. • Manage and track customer inquiries to ensure timely resolution. • Provide regular reports on case status and trends to management. • Perform other duties as assigned to meet business needs. Requirements • Bachelor’s degree in a field related to life sciences. • Minimum of 2 years customer support experience. • Proficiency in software applications, effective issue resolution, troubleshooting, and customer communication. • Fluency in both written and verbal English and French is required. • Working knowledge of Microsoft Office products (Word, Excel, PowerPoint). Nice-to-haves • Previous experience working with customers in technical services position preferred Benefits • 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!

Identify, qualify, and engage with customers to position and sell Biosearch & Clinical Diagnostics products, collaborating with the commercial team to meet revenue goals. | Bachelor’s degree or equivalent in Life Sciences, strong sales and communication skills, ability to work autonomously with some travel, and preferably experience in life sciences or molecular biology. | We are ideally interested in speaking with candidates who have a technical background in either Molecular Biology or Clinical Diagnostics Biosearch & Clinical Diagnostics is seeking a tenacious & engaging Inside Sales Specialist for the South Central region (TX, AL, AR, CO, KS, LA, MO, MS, NM, OK) in North America, with a strong scientific background looking to advance their professional sales career. If you are driven by results, enjoy creating new business opportunities, creative problem solving, learning new technologies and collaborating with your colleagues to provide solutions that enable Science for a Safer World for our customers, this may be the right team for you. The Inside Sales Specialist will take charge of successfully positioning and selling the Biosearch & Clinical Diagnostics portfolio inc. products and services. The job involves identifying, qualifying and engaging with new and existing customers, positioning LGC Biosearch & Clinical Diagnostics products in order to provide solutions to their scientific and business needs, and working closely with the commercial team to achieve shared revenue and growth goals. The position is home based, with expectations to attend meetings on a regular basis with a dedicated sales territory. An element of international travel will also be a part of the role (<10%). The ideal candidate resides in TX, AL, AR, CO, KS, LA, MO, MS, NM, OK • A bachelor’s degree or equivalent experience in Life Sciences • Confirmed, effective time management and organizational skills • Ability to work autonomously and to travel as needed (<10%) • Outstanding interpersonal and networking skills to drive successful relationship building • Strong critical thinking and analytical skills, with experience or ability to effectively report and supervise sales metrics • Excellent written and verbal communication and listening skills • Motivated, high-energy and positive “can-do” approach • Strong skills and expertise in using Microsoft Office and associated applications. • Data Analytics expertise using Microsoft Excel. • Excellent business and sales presentation skills using PowerPoint. Preferred Qualifications: • Minimum of 1 year of experience in sales, account management, or customer service. • Proven understanding and skills in effective sales process including forecasting • Experience in the life science industry, including bench/lab work in molecular biology or genetics • Proficiency with SalesForce.com or other CRM for pipeline and account management We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. At LGC we are passionate about delivering Science for a Safer World. Our work enables research to move faster, diagnosis of disease to be more impactful and helps to support a growing global population. We provide our teams with an environment where they can progress their scientific knowledge and interest, cultivate their passion for scientific discoveries and develop in their role.