AddressFor over 50 years, SCIEX has been developing groundbreaking technologies and solutions in mass spectrometry and capillary electrophoresis. Our products enable our customers to quickly respond to environmental hazards, better understand biomarkers relevant to disease, improve patient care in the clinic, bring relevant drugs to market faster and keep food healthier and safer. At SCIEX, you’ll find a rewarding role that amplifies your impact on the world and helps you realize life’s potential.
SCIEX is one of 10 Life Sciences companies of Danaher. Together, we accelerate the discovery, development and delivery of solutions that safeguard and improve human health
Purpose of this role:
The Senior Field Service Engineer is responsible for ensuring a high rate of customer satisfaction through the installation, repair and preventive maintenance of assigned SCIEX products and instrumentation in applied markets customer sites in Melbourne. Also responds to customer requests for technical and applications assistance during repairs, planned maintenance or installation and strives, to increase the FSEs' technical proficiency and service activities efficiency on a range of products or product family assigned to that Field Service Engineer. Is responsible for post-sales support for a broad range of products within a specialty including basic training. The Senior Field Service Engineer will be the expert contact for product families within his/her District; also, is the lead on that product or product family for advanced service information and expertise within that District. At this level, the Senior engineer is expected to demonstrate a high level of expertise on assigned instruments and to act as a leader within the territory to identify and resolve difficult customer situations and instrument situations. Will work at customer sites to provide start-up training and technical assistance to users for specific SCIEX products and gather customer information about technical trends/needs to support development of selling strategies and future products.
Additional responsible to provide remote support services to external Customers and internal Customer facing associates using telephone and remote access technology. Minimize the cost of service and support activities by effective remote troubleshooting and problem solving. Enhance customer satisfaction by reducing product down time for customers and limiting field engineer dispatches.
This role will provide YOU the opportunity to lead key activities to progress YOUR career, these responsibilities include some of the following:
- Performs full range of installations and repairs on SCIEX products in assigned accounts
- Interacts with Territory Specialist (and DM & RM) in support of escalations, mentoring and all other District technical needs.
- Troubleshoots and resolves difficult service situations both within assigned accounts as well as across the district and region
- Provides training and expert advice to customers and other field employees on SCIEX products
- Provides training and troubleshooting to customers on a specific range of AB products and applications.
- Develops regional account prioritization strategy with District Manager
- Interacts regularly with Applied Markets Sales reps, and FAS specially trained to support various Applied Market applications.
- Participates in the formalized, recurring communication network for assigned products.
- Maintains and enhances technical knowledge on company product lines through attendance and participation at in-house training programs, travel, telephone contact with Manager and technical specialists as well as self-study by reading trade journals, manuals and books
- Performs all administrative duties including case handling procedures, inventory management, service admin procedures, etc.
- Will work cross-functionally to address and escalate customer support issues
Why you?
Basic Qualifications:
We are looking for professionals with these required skills to achieve our goals:
- Bachelor's degree (B.S./B.A.) in Life Sciences, Engineering or equivalent experience
- At least 3 or more years of relevant Service experience in Life Science industry.
- Good track record of successful technical experience in the Life Science market.
When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.
Danaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we’ll empower you to push the boundaries of what’s possible.
If you’ve ever wondered what’s within you, there’s no better time to find out.
