Onsite Service Specialist

Shimadzu Careers•Cambridge, MA

6d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

Bachelor’s preferred

Responsibilities

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.

Benefits

Competitive Compensation
Day 1 Benefits
Competitive Salary
Matching 401K
Profit-Sharing Program
Clear pathways for Career, Leadership, and Personal Development
Flexible Spending/Health Savings Accounts
Generous & Front-Loaded Paid Time Off Plan
Tuition Assistance Program for both graduate and undergraduate levels
Pet Insurance
optional Identity theft, legal pre-paid, and critical care buy-up insurance benefits
generous company-paid life insurance & short-term disability programs
Business casual Dress Attire
casual (jeans) Friday!
Employee Resource Groups
10 paid vacation days
8 paid personal days
8 scheduled holidays
3 floating holidays
short-term disability program
overtime and double time pay
discretionary year-end bonus