About Us
Lafayette Instrument has a 75+ year legacy of designing, manufacturing, and supporting scientific instruments for biometric applications to advance security, science, and medicine. We are a global organization headquartered in Lafayette, IN with offices in Canada and the UK. We care about what we do and how we do it. We value integrity, collaboration, innovation, and excellence for real world customer impact. We take pride in what we do, and we stand behind all our products and strive for the highest level of customer service possible. That mission motivates our people and our work and is a driving force behind our commitment to quality product design and superior customer service.
Why this Job Matters
Lafayette Instrument is the trusted provider for scientific instrumentation for the life science and material science community, as well as security and medical diagnostic applications. Our products are used by scientific researchers in universities, hospitals, and experimental labs around the world. Our clients are working to keep people healthy and safe and solve the mysteries behind human health.
Position Summary
The job is based in Lafayette, IN but we would also consider hybrid/remote applicants. This is a full-time, permanent, salary exempt position. Days and hours of work are generally Monday through Friday, 8:00 a.m. to 5:00 p.m. but is flexible based on need.
Job Overview
We are seeking a dedicated Technical Support Specialist to join our team. The ideal candidate will provide technical assistance and support to our customers, ensuring smooth operations and resolving technical issues promptly.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
General and Task Management
· Become knowledgeable and stay current on the provided products
· Interacting with customers via phone, email, or chat to help them resolve issues quickly
· Remote into customer systems to help troubleshoot
· Provide support to customers to troubleshoot and resolve reported problems with equipment and software (technical support)
· Assisting customers with software and hardware installation
· Using technical expertise and analytical thinking to identify and resolve software and hardware issues
· Documenting and sharing solutions to common issues
· Test software and report issues to the development team
· Test and evaluate new technology
· Work with Product Managers, the Software Development Team, and Engineers to improve product offerings
Relationship Management
· Act as a point of escalation for clients ensuring best in class service is constantly being delivered
· Work positively with support functions to fully define the processes/procedures/controls relevant to team activities
· Provide support and input to continuous improvement activities within the team
· Liaise and communicate effectively with customers and other departments
· Share ideas to improve operations by recommending, and implementing continuous process and procedure improvements to optimize results while adhering to quality standards, Company policies, and Customer requirements
Self-Management
· Support, comply, and ensure compliance with the Company Handbook, quality and environmental standards, and all other Company policies and procedures
· Confident, well-rounded thinker
· Is self-aware, resilient, assertive, and open to change
· Engages interest and participation of others and has a collaborative approach
· High levels of motivation, optimistic, and action-orientated
Qualifications (Knowledge, Skills, and Attributes)Education/Licenses/Certification
· Preferred two (2) Year College Degree in a computer-related field or four years’ experience working in a computer-related field, preferably in a customer service role.
Preferred Experience
· Advanced knowledge of troubleshooting computer-related problems
· Attention to detail and strong record keeping skills
· Advanced knowledge in Windows and Windows PC
· Ability to effectively establish rapport, present information and respond to questions from managers, clients, and customers
Desired Attributes
● Dependable – Our team, and clients, can count on your knowledge and understanding.
● Self-motivated – You see every new task as an opportunity to learn and grow, you work well independently and are a self-starter. Strong work ethic; acts with integrity; Energized by challenges; decisive; outgoing and positive.
● Strong communication – Excellent communication skills, as well as experience managing a wide range of relationships with people at all levels within an organization, including global leaders. Can adapt your communication style to your audience and know how to ask questions and receive feedback.
● Organized – Strong organizational skills with the ability to prioritize, coordinate and manage multiple tasks/projects simultaneously. Attention to detail and superior ability to organize systems, tools, and timelines.
● Positive – You bring energy into the room by being courteous, helpful and by providing excellent support to our clients and team. Entrepreneurial attitude and strong work ethic with the drive to push forward deliverables and engage stakeholders as needed.
● Problem Solving Abilities and Fast Learning Ability –The desired candidate should have the ability to learn new concepts and software quickly, to adapt that learning to troubleshooting, and be able to perform under pressure.
What we Bring
We offer an excellent benefit plan, performance incentives, 401K matching, an Employee Assistance Program and Adoption assistance, in addition to vacation time and many other benefits. Our office is welcoming and steps away from walking trails. Our company is committed to supporting a healthy work-life balance.
Working for a small company can offer numerous advantages for candidates seeking a dynamic and collaborative work environment. Unlike larger corporations, where roles can be more specialized and limited in scope, small companies provide a unique opportunity to accelerate your growth by giving you the opportunity to explore and expand your skills in various areas. This exposure allows you to develop a diverse skill set by working closely with professionals from various fields.
We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please let us know. All applicants must be eligible to work in the US, as well as able to pass a preemployment background check and drug screen. Lafayette Instrument Company (LIC) is an Equal Opportunity Employer, Drug-Free Workplace and complies with ADA regulations as applicable.
We will review applications as they are received and look forward to hearing from you.
Job Type: Full-time
Pay: From $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Compensation package:
- Holiday pay
- Performance bonus
Experience level:
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
People with a criminal record are encouraged to apply
Experience:
- computer-related field: 2 years (Preferred)
Ability to Commute:
- Lafayette, IN 47904 (Required)
Ability to Relocate:
- Lafayette, IN 47904: Relocate before starting work (Preferred)
Work Location: Hybrid remote in Lafayette, IN 47904