Global Service Support Manager

For 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.

Learn about the Danaher Business System which makes everything possible.

Do you want to use your technical know-how and customer knowledge to influence the strategic direction of a large multi-national Service organization. Do you want to learn how to translate your skills from the lab to collaborate with commercial teams? Want to help design and build instrumentation for the scientists of tomorrow? Are you looking to use your knowledge and experience to help develop future field Service staff to meet critical customer demands?

The Global Service Support Manager (GSSM) is responsible for managing the global Service and support aspects of an assigned LS/MS or CE platform, with a focus on new product development and sustaining activities. A deep knowledge and experience in analytical devices, such as Liquid Chromatography, Mass Spectrometry and Capillary Electrophoresis (or similar technology) is required for this position. Acting as the hub, the GSSM will have close collaborative interactions with internal groups like Design Engineering, Operations, Quality, R&D, Product Managers etc., and also with the global Service teams like Field Service, Territory Specialists, Technical Assistance Center, Regional Specialists, Customer Care, Service Admin. The role is key to ensuring the proper flow of information between these groups and also collaboration with various external suppliers regarding instrument support and development.

This position is part of the Global Service Support and Development (GSSD) team. The GSSD team is the main liaison between the Global Service organization and other key functional groups on all Service related issues and concerns. They are ultimately responsible for ensuring that all products are released & sustained with optimal knowledge, skills, tools, & processes are in place to foster the success of our Global Service team.

**In this role, you will have the opportunity to**:

- Takes ownership for investigating complaints/quality issues and providing end to end problem resolution in collaboration with in-house and external resources
- Supports the development of training and reference materials for field service employees, and collects and implements best practices for service process/troubleshooting improvement.
- Works with the R&D, Product Mangers and leads a Service core teams during a product development project to define service requirements and to ensure that the product is designed/launched for optimum serviceability.
- Evaluating proposals for Design for Service, participation in design reviews and release of new designs that impact Global Service.
- Participates with initiatives and projects that are conducted by other functional teams that impact service.
- Supports the assigned products through all lifecycle transitions and stakeholder reviews

**The essential requirements of the job include**:

- Requires Bachelor's degree (B.S./B.A.) in Life Sciences, or Engineering
- 4+ years of Field Service or equivalent experience in complex high-tech systems
- 2+ years of leading small to medium sized projects with multiple stakeholders
- Experience with Capillary Electrophoresis, HPLC, MS, or other separation technology
- Basic Chemistry/Biochemistry knowledge a plus

**It would be a plus if you also possess previous experience in**:

- Excellent oral and written communication skills, mentoring, negotiation and problem-solving skills
- Solid project management/ organizational skills to effectively lead and direct small project teams to successfully achieve desired goals and objectives in timely manner
- Ability to work independently and as part of a high performing team.
- Continuous improvement aptitude and analytical approach.
- Able to travel Domestic/International (up to 20%)

At SCIEX we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for SCIEX can provide.