Onsite Service Specialist

Location: Cambridge, MA
Salary: $88,000 - $90,000 annually

Position Summary:

Shimadzu Scientific Instruments is seeking an Onsite Service Specialist to join our team. This role is crucial in providing technical support, maintenance, and repair services for LC, UHPLC, SFC and LCMS laboratory instruments. You will be the first point of contact for troubleshooting, ensuring maximum equipment uptime and delivering exceptional customer service. This is an onsite-based position at a designated customer location, working closely with researchers and lab professionals to keep critical scientific instrumentation running efficiently.

JOB FUNCTIONS INCLUDE, BUT ARE NOT LIMITED TO:

• Serve as the first line of support for end users experiencing LC, UHPLC, SFC and LCMS issues.
• Identify and resolve hardware and software failures, including Shimadzu NexLab & LabSolutions software. Assist with identifying failures with BMS Auto-Queue software.
• Assist in troubleshooting problems related to: Column failure, Solvent contamination, Sample solubility issues, User errors
• If an issue is related to customer-specific problems (e.g., networking or non-Shimadzu computer hardware), direct the user to the appropriate department or initiate contact on their behalf.
• Provide hands-on training and mentorship to junior service personnel.
• Maintain detailed records of all repairs, failures, and maintenance activities, and submit recommendations for design improvements when necessary.
• Develop and implement maintenance schedules and procedures to ensure optimal instrument performance.
• Oversee and maintain repair parts inventory in accordance with corporate service policies.
• Travel as required to provide support at additional customer sites.
• Submit all required reports and paperwork promptly. If unable to resolve or repair an issue in a timely manner, escalate to management to ensure additional support.

EDUCATION AND QUALIFICATIONS:

• 3+ years of experience servicing HPLC, UHPLC, or LCMS instrumentation
• Strong background in electronics, lab instrumentation, and software troubleshooting
• Ability to perform firmware upgrades and functional testing
• Excellent problem-solving, communication, and organizational skills
• Associate degree in Electrical Engineering or Technology required (Bachelor's preferred)

At Shimadzu Scientific Instruments, we believe in providing structured career paths that recognize and reward talent. If your expertise surpasses the level specified in the listed position, we offer the flexibility to upgrade positions to better suit your qualifications, accompanied by a salary adjustment.

Compensation & Benefits:

This non-exempt, full-time position offers a starting salary range of $88,000 to $90,000 annually, paid semi-monthly. Eligible benefits include a 401K matching program and discretionary yearly contributions, with detailed information provided at the final interview stage.

In your first year, you will receive 10 paid vacation days, 8 paid personal days, 8 scheduled holidays, and 3 floating holidays. After one year, you'll have access to a generous short-term disability program, with premiums fully covered by the company. Employees are insured at 100% of their salary for the first 6 weeks and 66 2/3% for weeks 7 to 12.

As a non-exempt role, you will also be eligible for overtime and double time pay according to employee handbook guidelines. Additional variable compensation may include a discretionary year-end bonus based on overall company performance.

For more details on benefits, please visit www.ssi.shimadzu.com/jobs.

Shimadzu is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Shimadzu via email, the Internet or in any form and/or method without a valid written search agreement in place for this position (and agency was requested to work the requisition) will be deemed the sole property of Shimadzu. No fee will be paid in the event the candidate is hired by Shimadzu as a result of the referral or through other means.