Onsite Service Coordinator
San Francisco, CA 
Posted 1 month ago
Job Description


Established in 1975, Shimadzu Scientific Instruments is one of the largest suppliers of analytical instrumentation, physical testing, and environmental monitoring systems in the world. Ground-breaking scientific research, manufacturing ideas and results continue to propel Shimazu's outstanding reputation and "Excellence in Science." People dedicated to our mission have the largest impact on Shimadzu's continued growth and success. Would YOU like to join a diverse team of professionals working together with researchers, scientists and manufacturers to help better lives worldwide?


  • Our Culture: A Certified Great Place to Work firmly committed to diversity, inclusion, and belonging.
  • Competitive Compensation: Day 1 Benefits and competitive salary.
  • Retirement Benefits: Matching 401K and a Profit-Sharing Program.
  • Health Benefits: Flexible Spending/Health Savings Accounts.
  • Performance Bonuses: Variable Pay Plan for commission and incentive roles.
  • Work-Life Balance: Generous Paid Time Off and Hybrid work options for qualifying roles.
  • Education: Tuition Assistance Program for both graduate and undergraduate levels.
  • Insurance Perks: Pet Insurance, optional Identity theft, legal pre-paid, critical care benefits, and robust company-paid life and disability programs, inclusive of paternity and maternity leave.
  • Well-being: Comprehensive Corporate Wellness Program.
  • Work Flexibility: Business casual Dress Attire & casual (jeans) Friday!
  • Professional Growth: Clear pathways for Career, Leadership, and Personal Development.
  • Employee Engagement: Active Inclusion, Diversity, and Culture Employee Resource Groups (ERGs).


  • For Service, Technical Support, Marketing & Sales Roles: Additional compensation is available through either an Incentive and/or Commission Plan.
  • For Employees who reside in Connecticut, Massachusetts, New Jersey, and California, additional compensation is offered through a Cost-of-Living Adjustment (COLA).


Position reports to the Regional Service Manager and is governed by all regulations of Shimadzu. The individual in this position is responsible for a wide variety of service-related support functions including, but not limited to, the repair, maintenance, support and installation of Shimadzu products. Additional responsibilities include familiarization training of Shimadzu regional staff to include service and tech support engineers that come onsite to support service at Genentech. This individual will also be responsible for coordinating repairs, preventative maintenance schedules which may involve several departments at the particular sites. Maintain onsite inventories if they are assigned to the account. This position will also be expected to develop and a working relationship with sales representative(s) for this account, as well as, Genentech users and service coordinators. These are the core functions of this position, as well as, other related duties that may be assigned from time to time.

This position is responsible for the repair, maintenance, support and installation of assigned products sold by Shimadzu Scientific Instruments at the multiple on-site locations.

This document attempts to communicate the traditional, physical and environment demands associated with this position. The company will consider reasonable accommodation including changing the way the job is traditionally performed whenever necessary to provide individuals with disabilities an equal employment opportunity.


  1. The designated individual may be the first point of contact for the end users in the event of a service request..
  2. It will be the responsibility of this individual to properly diagnose and correct all problems which may result from hardware and software failure. Assist to resolve chromatography problems resulting from:
    1. Column failure
    2. Solvent contamination
    3. Sample related solubility
    4. User error

3 .In the event that these individual diagnoses a problem that is specific to a CUSTOMER* problem (e.g. networking, computer hardware not purchased from Shimadzu) he/she will either instruct the user to contact the correct department or do so their self to facilitate the repair.)

    4. Provide technical training to other field and less experienced service personnel.

    5. Accurate documentation and reporting of all repairs, product failures and maintenance and when applicable providing design change and improvement recommendations.

    6. Develop and maintain preventative maintenance schedules and procedures.

    7. The maintenance and control of repair parts inventories within the position's assigned location in accordance with the administrative policies as defined by the corporate service center in Columbia, MD.

    8. Travel as required to support the customer at additional sites.

    9. Timely submission of all necessary reports and other paperwork.

    10. In the event this individual is unable to resolve, or make timely repairs, it will be the responsibility of this individual to inform his superiors in a timely fashion so additional support can be provided.


    This position's primary focus is to provide quality and efficient onsite service to our customer.

    Priority of Responsibilities

    1. Troubleshooting of down equipment
    2. Perform preventative maintenance
    3. Installation of new Software
    4. Installation of new Hardware
    5. Operational Training





    Customer Relations
    Report Preparation

    Computer Literate

    Electronics Knowledge

    LC Product Knowledge

    Organizational Skills

    Communication Skills

    UPLC/HPLC Repair Experience


    Experience in maintaining, servicing, and Shimadzu

    HPLC, UPLC, and GC practices.

    Familiarization in various data collection software such as Waters

    Empower, Sciex Analyst, VM ware, and Agilent Chemstation would be preferable.

    This position may require an occasional trip internationally for training.


    Incumbent must be proficient at effectively and efficiently troubleshooting and repairing instrument problems, providing technical support, performing installations, and training. Incumbent must also be able to plan, and schedule travel as needed. Individual must have a valid driver's license and be able to get a passport.


    An associate degree in Electrical Engineering/Technology or Analytical Chemistry is required, a bachelors within a Life Science discipline is highly preferred. Incumbent must have at least three years of field or in-house instrumentation repair or operational experience (or the equivalent similar product) is preferable.

    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




    Frequent lifting or other means for movement of instrumentation/parts will be required. May include frequent bending, standing, stooping, walking, talking, sitting/driving for long periods of time and pulling/pushing of instrumentation/parts can also be expected. The incumbent must be able to lift up to 20 pounds routinely throughout the work day. Incumbent must have use of hand-to-finger senses, in order to use and grasp hand tools to repair instrumentation. Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.


    The position is required to maintain proper housekeeping and safety standards in particular to lab safety protocol. Proper use of personal protective equipment and safety devices as required by the Corporate Safety Document policies and procedures and/or customer-dictated policy.


    This position is an onsite office-based position at a specified customer location. The position requires the incumbent to have the ability to work alone on projects, as well as, collaborating as part of team. Incumbent may be asked to work at several different work sites during the course of a business day, as needed, in order to support the needs of Shimadzu customers.

    EEO Statement

    Shimadzu Scientific Instruments is an equal opportunity employer and federal contractor or subcontractor. As applicable, the parties agree that they shall abide by the requirements of 41 CFR Section 60-1.4(a); 41 CFR Section 60-300.5(a); 41 CFR Section 60-741.5(a); and 29 CFR Part 471, Appendix A to Subpart A with respect to affirmative action program and posting requirements, and that these requirements are incorporated herein. These regulations require that covered prime contractors and subcontractors ensure nondiscrimination and take affirmative action in employment to employ and advance qualified individuals without regard to sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, and protected Veteran status. These regulations also prohibit covered contractors from taking adverse action against applicants or employees because they have inquired about, discussed, or disclosed their or their co-worker's compensation information in certain situations.

    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.

    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

    The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

    Shimadzu Scientific Instruments is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.


    Job Summary
    Start Date
    As soon as possible
    Employment Term and Type
    Regular, Full Time
    Salary and Benefits
    Required Education
    Associate Degree
    Required Experience
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