Engineer I, Service - SCI

Sysmex America, Inc.; Mississauga; On-site; CAD 52,000 - 76,000; Full time

Job summary

Sysmex Canada is seeking a Service Engineer (SE) I to service Sysmex instrument lines within a defined Canadian territory. This role involves frequent travel, hands-on repair, and direct customer communication to ensure equipment performance and satisfaction.

Applicants should have an Associates Degree or equivalent electronics/biomedical tech background, with Sysmex training preferred. Excellent English and strong teamwork are essential; French is a plus.

Qualifications

• Associates Degree or 2 years' equivalent in electronics, biomedical tech, or military tech.
• Valid driver's license; ability to travel to the USA for training.
• Experience with Sysmex hematology instruments desirable.
• Excellent command of English; French is a plus.
• Strong communication and customer-service orientation.

Responsibilities

• Install, maintain, and repair Sysmex instruments and systems in territory.
• Identify and analyze instrument problems and repair to specifications.
• Provide proactive customer communication and issue resolution.
• Daily documentation and record-keeping of service activities.
• Travel up to 75% within Canada; training in USA.

Skills

Excellent command of English

Team orientation

Presentation skills

Listening skills

Problem solving

Education

Associate degree or 2 years equivalent electronics/biomedical tech

Sysmex-certified instrument training

Tools

Windows OS

LIS systems knowledge

Job description

Find a Better Way... This is the time to let your talent come to life. To maximize your knowledge and use it for the greater good. To work with the best professionals using state-of-the-art technology, and improve lives with your innovative ideas and ambitious dreams. Find a better way: the Sysmex Way.

• to use your skills and experience.
• to improve the lives of others.
• to build a promising future.

Headquartered in Kobe, Japan, Sysmex Canada is located in Mississauga, ON. Renowned worldwide for the very finest in quality, innovative diagnostic equipment and information-management systems, we apply science to enhance the quality of life on a global scale. Our agile, resourceful team is committed to realizing critical breakthroughs in laboratory diagnostics, information technology, workflow analysis and life sciences for the clinical laboratory.

Responsibilities

We currently have a great opportunity for a Service Engineer (SE) I. The Service Engineer (SE) I position is responsible for servicing Sysmex product lines in an assigned territory, with frequent travel within a specific geographic district. The position may require support to other districts as necessary. The SE I is a continuous learning position and is expected to independently service the majority of Sysmex equipment while rotating between classroom training and field mentoring. The SE I works under close supervision of the DSM, SE III, SE Lead, and training group. This position is responsible for ensuring and maximizing customer satisfaction with Sysmex product lines through technical excellence and direct customer communications. This position is also responsible for ensuring that all units and systems continue to operate to specifications. This is accomplished primarily by regular and complete scheduled maintenance and repair services.

Essential Duties and Responsibilities

• Install, maintain, and repair Sysmex instruments and systems, including:
• Identifying and analyzing instrument problems.
• Repairing to meet specifications.
• Escalating exceptional issues to minimize customer down-time.
• Performing pre-installation site surveys, installations, scheduled maintenance, and approved modifications in accordance with Sysmex policies.
• Scheduling modifications as indicated in the Technical Service Bulletin (TSB) and Engineering Change Request (ECR) processes.
• Monitor and respond to communication devices during all scheduled times
• Support and provide ownership of technical issues through complete resolution at existing customer sites.
• Work cross-functionally with other Sysmex Associates (SE/TC/HSAM/CAS) to ensure total customer resolution and maximize very satisfied customer base.
• Properly document all service related activities in a timely and professional manner including inventory, service orders, expense reports, and all other required records.
• Perform duties within defined service standards, including but not limited to on-time and within labor hour goals for scheduled maintenance, demand service events, installations, and first-visit repair rates.
• Miscellaneous duties include:
• Maintain expenses within guidelines.
• Maintain high level of customer account management and organization skills.
• Maintain control of parts inventory and all company property in an organized and clean manner.
• Perform duties in such a manner as to develop confidence, promote goodwill, and Maintain or improve credibility with regard to quality of products and customer service.
• Promote Sysmex Canada, Inc. as a leader in the diagnostic market.
• Promote effective, positive and productive communication and teamwork between all Sysmex personnel.
• Up to 75% travel required within Canada. Travel to the USA will be required for training.

Physical Risk

Regular exposure to risk that may require alertness, but with minimal precautions.

Physical Demands

Moderate physical activity. Routine handling of objects 21 to 50 pounds; continuous (at least 80% of time) walking or inspections, keyboard or CRT work. May require periods of moderate discomfort due to noise, dust, lighting and/or other conditions.

Qualifications

• Associates Degree required or 2 years equivalent experience in electronics, laboratory/biomedical technology, or military experience in a technical field or equivalent.
• A valid driver’s license as this role requires driving and loading and unloading from the vehicle items such as tools, equipment, parts and supplies.
• Direct experience with Sysmex Hematology instruments in a service, applications, technical support, or other capacity would be desirable.
• Prior field service or laboratory experience is desirable.
• Electronics, biomedical or laboratory science.
• Completion of Sysmex-certified instrument training upon hire.
• Must have valid travel documents to travel to and from the USA at time of hire.
• Excellent command of English, both verbal and written; second language desirable (French)
• General computer knowledge in a Windows environment is required.
• Basic knowledge of LIS systems and interfacing principles desirable.
• Demonstrated ability to explain in simple and understandable terms complex technical information associated with Sysmex instrument systems
• Outstanding listening skills, patience and understanding
• Demonstrated presentation and influence skills
• Team orientation; demonstrated facilitation skills.
• Ability to maintaining stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Ability to maintain a high energy level and positive attitude.

To the extent permitted by applicable law, any offer of employment extended will be conditioned upon the individual’s ability to provide proof of current vaccination status for COVID-19. Sysmex makes reasonable accommodations when needed for medical or religious reasons. However, vaccine exemption and other accommodation requests cannot be granted unless the individual is able, with the accommodation, to perform the essential functions of the job including working at customer locations.

Sysmex is proud to embrace diversity. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, age, sex, sexual orientation, gender identity or expression, color, religion, national origin, genetics, disability status, protected veteran status or any other characteristic protected by law. We maintain a drug‑free workplace.