Instrument Support Specialist
About The Position
Our Instrument Support Specialists provide technical and service support to clients utilizing Lighthouse-supported laboratory instrumentation and equipment. They serve as the initial responder for instrument-related service calls and cases, using their laboratory science knowledge and technical resources to troubleshoot and resolve issues when possible. When issues require onsite support, the Specialist coordinates service tickets, scheduling, and Field Service Engineer assignments while ensuring clients receive clear communication and timely follow-up. The role also maintains equipment and service records in NetSuite, supports CMMS workflows and preventive maintenance tracking, and assists with ISO certification initiatives as needed. This position is ideal for a laboratory scientist seeking a remote, work-from-home position!
Requirements
- Associate’s degree in Chemistry, Biology, Medical Laboratory Sciences, or a related field required
- Strong customer service, communication, and problem-solving skills.
- Positive, patient, and professional demeanor with the ability to build rapport and de-escalate challenging client situations.
- Strong attention to detail and ability to manage multiple priorities independently.
Nice To Haves
- Bachelor’s degree preferred.
- 2+ years of laboratory experience involving clinical laboratory instrumentation preferred.
- Experience with LC-MS, chemistry analyzers, or other laboratory instrumentation preferred.
- Experience with NetSuite, CRM, ERP, CMMS, or other ticket/service management systems preferred.
- Familiarity with CLIA, COLA, ISO, or other laboratory accreditation requirements preferred.
- ASCP, NRCC-TC, or similar laboratory credential preferred.
Responsibilities
- Serve as the initial responder for client calls and service cases involving instrument malfunctions, performance issues, and other service needs.
- Create, update, and reassign service tickets in NetSuite and coordinate appropriate escalation to Field Service Engineers.
- Coordinate with the Senior Director of Instrument Services on scheduling, service priorities, and client needs.
- Maintain accurate client, equipment, contract, and service records in NetSuite, including equipment serial numbers and preventive maintenance schedules.
- Support CMMS workflows by activating service records and assigning the appropriate equipment based on client contract coverage.
- Communicate proactively with clients regarding service status, scheduling, and next steps while providing a positive and professional customer experience.
- Partner with Field Service Engineers, Quality, and other internal teams to ensure effective service delivery and support ISO certification and audit activities as requested.
Benefits
- Full-time, $28-30 per hour
- Day 1 Benefits: Medical, dental, and vision coverage
- 15 days Paid Time Off to start (vacation and sick days)
- 10 Paid Holidays
- 401(k) retirement plan with up to 4% Company match
- Company-paid Life + AD&D, Short- and Long-Term Disability
- Paid Volunteer Time Off
- Partially Paid Medical Leave / Paid Parental Leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
