Technician, Field Service

Job Location(s) CA-ON-Mississauga
Posted Date 1 week ago(10/9/2020 11:46 AM)
# of Openings
Job ID
Technical Services


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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. improve the lives of others.

Headquartered in Kobe, Japan, Sysmex is located in Lincolnshire, Illinois. 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. build a promising future. 


The successful candidate will be responsible for the management of the day to day operation at the Canadian Service Centre (CSC). S/he will also be managing the processes in place to meet regulatory and customer requirements with regards to the CSC. Additionally, the candidate will be trained on the Sysmex XN portfolio and will support the field when required via phone or on-site as required. S/he should be able to travel readily across Canada when required. Ideal candidates will be proficient in both English and French, have a technical background and an ability to troubleshoot complex problems. 



Essential Duties and Responsibilities: 


  1. Customer Care

          -Abide by the Sysmex quality management system to provide excellent service to Sysmex customers and the patients             they serve

  1. POCHI Repair & Process:

- Manage process and repair of units at the CSC.

- Optimize the process used at the CSC to ensure customer satisfaction and quick turn-around of customer instruments.

- Optimize and follow escalation procedure to ensure quality of service provided.

- Manage logistics of the CSC operation (Spare parts, shipping, etc.…) to maintain a high level of service while managing the operation budget. 

  1. Field support:

- Gain technical expertise of Sysmex Instruments and service processes.

- Install, maintain, and repair Sysmex instruments and systems:

Identifying and analyzing instrument problems.

Repairing to meet specifications.

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.

- Properly document all service related activities in a timely and professional manner including inventory, service orders, expense reports, and all other required records.

- Work cross-functionally with other Sysmex Associates to ensure total customer resolution and maximize very satisfied customer base.

  1. Miscellaneous duties include:

-Maintain expenses within guidelines.

-Maintain a high level of customer satisfaction.

-Maintain control of parts inventory and all company property. 

Phone support:

- Support the field by doing troubleshooting on the phone whenever required.


Percentage of Travel: Up to 75%


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.


Individual Education & Training Required for Position:  Training required for this position is defined and governed in accordance to COP-0013 Associate Training and will be assigned in the LMS.


Education/Knowlege Required

-Post-secondary education in a technical field

-Demonstrated troubleshooting skills

-Ability to learn through a combination of hands-on learning, classroom instruction and reading technical documents.


Other Qualifications

-0-3 years of experience

-Must be willing to relocate and transition to a field service position


Certificates, Licenses, Registrations

-A valid driver’s license or ability to obtain one, within 90 days

-A valid passport with the ability to travel to the US for training, or ability to get the right documentation



Language Skills

-Excellent command of English, both verbal and written;

-Proficiency in French is considered a strong asset


Other Skills/Abilities

-General computer knowledge in a Windows environment is required.

-Basic knowledge of LIS systems and basic IT and Networking principles desirable

-Demonstrated ability to explain in simple and understandable terms complex technical information associated with Sysmex instrument system.

-Outstanding listening skills, patience and understanding

-Demonstrated presentation and influence skills

-Team orientation; demonstrated facilitation skills.

-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.



Sysmex is proud to be an EEO/Affirmative Action employer.  All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of sex, sexual orientation, gender identity, color, religion, national origin, disability, protected Veteran status or any other characteristic protected by law. 


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