Territory Service Specialist in Los Angeles, California at SCIEX

Date Posted: 8/19/2019

Job Snapshot

Job Description

Job ID: SCI003443

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 www.sciex.com.

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 Territory Specialist (TS) is responsible for ensuring execution and high performance of all tasks and goals assigned by the Manager, Territory Specialists. The TS responds to requests for Escalations, Mentoring, and Technical Assistance, ensuring rapid resolution of critical situations while providing a valuable learning experience for the local FSEs increasing their technical proficiency and service efficiency. The Territory Specialist will be the Single Point of Contact (SPOC) for a specific product or product family especially during NPI phases, taking a leadership position for advanced technical information and expertise within the geography. The TS will help effect continuous improvement of Field Service performance, primarily measurable through field performance metrics (Escalation Resolution, ETTR, Installation Success etc.). Geographic scope of the role is the Americas (North, South, and Latin/Central America) so some international travel can be expected.

Primary Responsibilities
  • Provides timely on-site or remote Escalation and Technical Support offering authoritative solutions to challenging customer instrument problems by identifying, analyzing, and solving complex hardware and/or software failures.
  • Mentors junior staff by accompanying FSEs on service calls, installations and PMs within defined Territory targeting new hires and recently trained FSEs. Partners with District Managers on identifying others needing additional mentoring. Improves FSE skills and technical abilities by observing performance and offering practical advice on successful behaviors.
  • Ensures successful introduction of new products through early access during product development, which results in a high level of expertise before product launch. Assists Service Development, Technical Training and FSEs with initial installations.
  • Possesses superior Expert level technical skills and understanding on assigned products.
  • Completes all required TS administration duties (expenses, training/certification, weekly location, escalation updates).
  • Field advocate to internal groups for instrument reliability and serviceability issues. Participates in weekly escalations reviews to feedback escalations learning to internal teams.
  • Responsible for helping the field achieve performance goals (Escalation Resolution, ETTR, Installation Success etc.) for instruments of responsibility within the Territory. Identifies, plans and implements improvements using available metrics.
  • Develops superior Expert technical knowledge of company products through participation in training programs, technical transfers, factory visits, as well as self-study (trade journals, manuals, books etc.).
  • Builds strong/on-going working relationships with Service Product Managers. 
  • Advocates for FSE training to in-house groups and/or is involved in the design and content of Technical Training classes.
  • Delivers advanced & legacy technology training not provided by Technical Training group on an as needed basis.
  • Conducts and/or participates in special projects as directed.
  • May fill in for Territory Specialist Manager as needed.


Job Requirements


Education and/or Work Experience Requirements: 
  • Bachelor's degree (B.S./B.A.) in Life Sciences, Engineering or equivalent work experience
  • 5+ years of direct Sciex Field Service Engineer experience, with at least two years at a Specialist or Senior level (RS, FSAS, Sr. FSE, Technical Trainer, GSDD etc)
Additional Requirements: 
  • Continuous improvement aptitude and analytical approach.
  • Superior expert troubleshooting and problem solving skills across a broad range of Sciex and OEM products.
  • Superior communication, mentoring, and customer skills.
  • Superior computer & electro-mechanical skills.
  • Requires ability to walk, climb, stand, carry materials, stoop, kneel, and bend at waist.
  • Ability to work independently and as part of a high performing team.
  • Must be able to travel within assigned geography, up to 90% travel at times. Some international travel as required.
  • Participation and/or identify opportunities for PSPs & Kaizens as required.
  • Meeting Vendor Credentialing requirements is an essential element of this position.
  • Ability and willingness to lift up to 50 lbs.
  • Appropriate safety precautions are required in designated areas, laboratories, and customer sites. Working knowledge of safe laboratory practices.
  • Exposed to seasonal weather based on geographic region.
  • Exposed to moving parts and electricity that require safety protocols.
  • Exposure to varied travel conditions either driving or flying.
  • Requires a valid Driver's License and Passport.

Diversity & Inclusion
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.