Service Coordinator

Service Coordinator
Location: Columbia, MDSalary: $94,000 - $96,000 annually

Who are we?

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 Shimadzu'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?

What can Shimadzu offer YOU?

• Our Culture: A work environment that values diversity, inclusion & belonging
• Competitive Compensation: Day 1 Benefits & Competitive Salary
• Retirement Benefits: Matching 401K & Profit-Sharing Program
• Professional Growth: Clear pathways for Career, Leadership, and Personal Development
• Health Benefits: Flexible Spending/Health Savings Accounts
• Work-Life Balance: Generous & Front-Loaded Paid Time Off Plan
• Education: Tuition Assistance Program for both graduate and undergraduate levels
• Insurance Perks: Pet Insurance, optional Identity theft, legal pre-paid, and critical care buy-up insurance benefits, generous company-paid life insurance & short-term disability programs
• Work Flexibility: Business casual Dress Attire & casual (jeans) Friday!
• Employee Engagement: Employee Resource Groups to network, build a sense of community and enhance one's career and personal development

ADDITIONAL COMPENSATION:

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

POSITION SUMMARY:

Shimadzu Scientific Instruments is seeking a Service Coordinator to join our team! In this role, you will be responsible for providing vital service, maintenance, and technical support for Shimadzu's X-ray and other Non-Destructive Analytical Products. You will play a key role in ensuring product success by leading service-related projects, collaborating with internal teams and external partners, and ensuring top-notch customer satisfaction. This position involves troubleshooting instrument issues, providing technical training, and maintaining accurate documentation. You'll have the opportunity to mentor junior team members while contributing to the growth and development of Shimadzu's service team.

JOB FUNCTIONS INCLUDE, BUT ARE NOT LIMITED TO:

• Perform service, maintenance and installations of Shimadzu products, ensuring timely and high-quality repairs.
• Lead and manage service projects, providing mentorship and support to less experienced team members.
• Develop and deliver training courses and technical documentation for customers, partners, and internal staff.
• Coordinate with service teams, customers, and external partners to fulfill service contracts and address customer needs.
• Troubleshoot complex instrument issues and provide effective technical support via phone, email, and on-site visits.
• Maintain parts inventory and ensure availability for service staff.
• Collaborate across departments (Sales, Marketing, Technical Support) to ensure smooth service operations and customer satisfaction.
• Document all service-related activities, including product failures and repairs, and provide recommendations for product improvements.
• Travel regionally to support customers and attend industry events.

EDUCATION AND QUALIFICATIONS:

• Associate's degree in Electrical Engineering, Technology, or related field (Bachelor's degree preferred).
• Minimum of 7 years of field or in-house instrument repair experience with relevant product lines, including X-ray and other Non-Destructive Analytical Products.
• Strong technical troubleshooting, leadership, organizational, and communication skills.
• Proven ability to train and mentor staff while maintaining a customer-focused approach.
• Ability to work both independently and as part of a team to resolve product-related issues.
• Excellent customer service skills with a focus on creating lasting relationships.
• Experience in service-related roles in the scientific instrumentation industry is preferred.

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.

COMPENSATION AND BENEFITS:

This non-exempt, full-time position offers a starting salary range of $94,000 to $96,000 annually, paid semi-monthly. Eligible benefits include a 401K matching program and discretionary yearly contributions, with detailed information provided at the final interview stage.

In your first year, you will receive 10 paid vacation days, 8 paid personal days, 8 scheduled holidays, and 3 floating holidays. After one year, you'll have access to a generous short-term disability program, with premiums fully covered by the company. Employees are insured at 100% of their salary for the first 6 weeks and 66 2/3% for weeks 7 to 12.

As a non-exempt role, you will also be eligible for overtime and double time pay according to employee handbook guidelines. Additional variable compensation may include a discretionary year-end bonus based on overall company performance.

For more details on benefits, please visit www.ssi.shimadzu.com/jobs.

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.

EEO Statement:

Shimadzu Scientific Instruments (SSI) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, please click here.

Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well
Functional Expert - Considered a thought leader on a subject
Leader - Inspires teammates to follow them
Team Player - Works well as a member of a group

Bachelors of Physical Chemistry (preferred)
Associates of Electrical Engineering (required)

Skills