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Analytical Instrumentation, Service Support in Concord, Ontario at SCIEX

Date Posted: 5/19/2019

Job Snapshot

Job Description

Job ID: SCI002885

About Us

SCIEX – An operating company within Danaher’s Life Sciences platform

SCIEX helps to improve the world we live in by enabling scientists and laboratory analysts to find answers to the complex analytical challenges they face. Our leadership in LC-MS and CE-MS have made us a trusted partner globally to those who are focused on basic research, drug discovery, food and environmental testing, forensic toxicology, clinical research and diagnostics. With over 40 years of innovation, we continue to redefine what is achievable in routine and complex analysis.

We are seeking smart, team-oriented people who have purpose and are committed to helping us deliver Answers for Science. Knowledge for Life. ™ Our global team, located on every continent, is our greatest strength, bringing diverse perspectives and breakthrough thinking. With the power of the Danaher Business System behind us, it’s our people who have made us the industry leader. Come join our winning team. Visit us at

Sciex offers a broad array of comprehensive, competitive benefit programs that add value to associates' and their families' lives. 

Sciex is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

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Essential Duties, Critical Success Factors, Responsibilities, Authorities and Required Interactions: 
The Analytical Intrumentation, Service Support role is responsible for managing the Global Service and Support aspects of Liquid Chromatography products. A background and experience in LC devices is required for this position. The SPTS will have close collaborative interactions with the LC vendors, internal groups (Quality, R&D, Service Training, Customer Support, Logistics & Operations, etc.) and with the Global Field Service teams (local service, Territory Specialists, Technical Assistance Center) ensuring the proper flow of information between the field, internal groups, and vendors. The SPTS provides service requirements for LC related development project and is responsible for the delivery of all associated service deliverables. The GSSD team is the main liaison between Field Service and production/ design on all service related issues and concerns, and ultimately responsible for ensuring that service policies and procedures are followed so that the stakeholders are aware of any and all issues.

SPTS Detailed Responsibilities:     
In conjunction/collaboration with the Territory specialists and District Service Management, provides highest level of technical support to promote the quick resolution of Global customer escalations; this includes field visits globally when needed (up to 20%). Knowledge gained during these trips will be used to help improve serviceability of products and help to improve overall Service efficiencies. 
Deliver Service related artifacts for LC related development projects.(service documents, tools, spare parts, etc.) prior to product launch
Acts as the primary link between the field, OEM vendors, and in-house resources, demonstrating an understanding of the service business and driving implementation of service related initiatives through their partnership with Field/factory teams. 
Works closely and collaboratively with OEM partners to ensure technical knowledge transfer for new product launches and for supporting post launch customer escalations.
Takes ownership for investigating escalations/quality issues in the field; champions end to end problem solving at the source in collaboration with other resources.
Communicates required technical information to Global Field Service by developing and transmitting Service Bulletins and technical notes
Provide regular reports and data analysis for field issues. Identify product specific issues that are impacting the business and communicate high level escalations from the field.
Address Field Technical Issues and installation issues by conducting investigations, working with the vendors and internal resources and developing business cases to prioritize/drive Corrective Actions (CAPAs). 
Manages service spare parts including parts setup, parts identification through service documents and parts lists.  


Job Requirements


Education and/or Work Experience Requirements: 
  • Requires Bachelor's degree (B.S./B.A.) in Life Sciences, Engineering or equivalent experience  (MSc/PhD considered an asset)
  • 1+ years of Field Service or equivalent experience on LC equipment
  • Excellent verbal and written communication skills
  • Advanced troubleshooting and problem solving skills – linear thinker
  • A “closer”: takes ownership of issues, drives to root cause, develops and implements countermeasures, and ensures sustainment of changes

Additional Requirements: 
  • Solid project management/ organization skills to effectively lead and direct team members to successfully achieve desired goals and objectives in timely manner
  • Champion of Change – progressive, forward looking, and not satisfied with todays success
  • Continuous improvement aptitude and analytical approach.

At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.