Lead Laboratory Service Engineer
- Madison, WI
Summary of Major Responsibilities
The Lead Laboratory Service Engineer provides leadership support and workflow guidance to the service engineering staff. This person is the troubleshooting point person for escalated, equipment related issues. This position is primarily responsible for overseeing service engineers during their scheduled shift and ensuring day to day activities in the laboratory are sufficiently covered for the laboratory’s equipment needs. The Lead is expected to spend 60%+ of their time performing lab service maintenance and repairs in the lab. This role reports to Lab Service Engineer Supervisor.
Essential Duties and Responsibilities
- Primary source of contact for service engineers, overseeing day-to-day service engineer functionality.
- Participate/Conduct daily beginning of shift work coordination meetings.
- Provide mentoring and technical guidance to service engineers.
- Assist Supervisors by providing feedback on FTE coverage for day-to-day workload needs and impact to support for time off requests.
- Maintain oversight for quality of work performed (both in mechanical nature and documentation).
- Escalate any quality or performance concerns with engineers to the Lab Service Engineer Supervisor.
- Provide feedback on training methodology and training documentation in conjunction with other Engineer leads/leadership.
- Provide feedback on the effectiveness of training for new employees.
- Ensure appropriate hand off communication and work completion between shifts.
- Ensure that assigned support requests from cross functional project teams or business units are being actively addressed.
- Ensure that any incoming support request from outside of the normal channels are properly routed to ensure they are assigned and actively addressed.
- Commission new clinical laboratory equipment (e.g. centrifuges, liquid handling robots, shakers, etc.).
- Perform instrument installations and qualifications per service policies.
- Track all service activities utilizing system(s) developed in accordance with service policies and procedures. Ensure all service documentation is complete, timely, and accurate following Good Documentation Practices (GDP).
- Provide information and suggestions to the appropriate resource(s) to improve company technical documentation and/or processes.
- Work closely with the Technical Service team to provide service requirements and potential operational improvements.
- Escalate service concerns as appropriate.
- Promote customer satisfaction through problem solving, clear and effective communications, professional appearance, and efficient repair/maintenance activities.
- Self-management of schedule and work priorities to ensure that urgent customer requirements are addressed appropriately, and customer satisfaction is optimized.
- Other projects, as assigned.
- Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
- Support and comply with the company’s Quality Management System policies and procedures.
- Regular and reliable attendance.
- Ability to work overtime as needed.
- Ability to work nights and/or weekends.
- Ability to work a set shift schedule during or after normal business hours.
- Ability to effectively prioritize and delegate tasks.
- Ability to communicate effectively with all levels of staff through both verbal and written communication.
- Adaptable, open to change, able to work in ambiguous situations, and able to respond to new information and unexpected circumstances.
- Ability to employ gross motor and fine motor skills during maintenance of laboratory equipment.
- Ability to lift up to 40 pounds for approximately 5% of a typical working day.
- Ability to work in front of a computer screen and/or perform typing for approximately 40% of a typical working day.
- Ability to comply with any applicable personal protective equipment requirements.
- Ability and means to travel between Madison locations.
- Ability to travel 10% of working time away from work location, may include overnight/weekend travel.
- Bachelor’s degree in business administration, technology, electronics, molecular biology, or a similar discipline; or Associate degree and 2 years of experience in lieu of a Bachelor degree; or high school degree/general education diploma and 4years of relevant experience in lieu of a Bachelor’s degree.
- 3+ years in the service engineering or related field.
- Authorization to work in the United States without sponsorship.
- Proficient in the use of Microsoft Excel and Word.
- Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
- 4+ years of experience servicing medical equipment.
- 2+ years of experience leading or directing people and/or project teams.
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.
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