Lead Software Support Specialist

Job Location – Bangalore, India

OpCo Overview :

SCIEX – An operating company within Danaher’s Life Sciences platform

SCIEX helps to improve the world we live in by enabling scientists and laboratory analysts to find answers to the complex analytical challenges they face. Our leadership in LC-MS and CE-MS have made us a trusted partner globally to those who are focused on basic research, drug discovery, food, and environmental testing, forensic toxicology, clinical research, and diagnostics. With over 40 years of innovation, we continue to redefine what is achievable in routine and complex analysis.

We are seeking smart, passionate engineer who have a purpose and are committed to helping us deliver Answers for Science. Knowledge for Life. ™ Our distributed team, located on every continent, is our greatest strength, bringing diverse perspectives and breakthrough thinking. With the power of the Danaher Business System behind us, it’s our people who have made us the industry leader. Come join our winning team. Visit us at www.sciex.com.

This position is for SCIEX team located at Danaher India Development Center (IDC), Bangalore

IDC is a research and development center with the vision of accelerating product roadmaps across various Danaher business segments. Started in 2014, the center now hosts 500+ associates, for multiple Danaher operating companies focusing on Diagnostics, Life Science, and Environmental and Applied Science segments. The operating companies include Beckman Coulter, Radiometer, Leica Biosystems, Danaher Digital, Hach, Leica Microsystems, HemoCue, Videojet, and Cepheid.

The IDC workforce comprises various product engineering teams, working on the development of software and hardware components of cutting-edge products for, Immunoassay, Chemistry, Hematology, Molecular Diagnostics, Oncology, Neurosurgery, and Water Quality. IDC has evolved as a center of excellence for Cloud and data analytics, with significant contributions to the key informatics solutions. The teams consist of highly hardworking software & hardware engineers and development managers. The teams are supported by local Product managers, Quality & Regulatory and Intellectual property specialists.

The in-house teams work in close coordination with other global R&D centers in the US, Canada, Europe, Japan, China, and Singapore. Located at the center of Bangalore IT HUB, IDC is housed at state of art facility, measuring 120 K.

Position Description :


The Lead Software Support Specialist: Support Specialist will report to the Engineering Manager- Software Automation QA. The ideal candidate is an individual who is as passionate about software quality and overall customer experience with SCIEX SW products. The candidate will leverage their past experience and scientific background to provide support to customers and act as Customer’s voice to the Product Development team. The team member will be located in Bangalore and will closely collaborate with the teams in Toronto, Canada.

Responsibilities :

Specific responsibilities commensurate with experience and include:

Providing excellent technical support via phone, email and support portal

Engage level 1 support to collect and compile detailed information about customer complaint

Consistently using active listening skills with a focus on capturing client needs, urgency and issue details

Take full ownership and control of an issue without supervision, to develop and maintain excellent relationships with all of our customers and partners, and to help in continuously improving the support service to maintain a high level of customer satisfaction

Investigate, reproduce and resolve customer complaints; work with Product Development and resolve more complex cases. Co-operate and follow-up with our R&D teams

Document complaints and investigations results in the complaint management system and defect database

Create and maintain documentation such as frequently asked questions and knowledge base content to share with support organization

Manage simultaneous customer cases in highly demanding environment and resolve issues using company internal knowledge base

Notify the management team of any potential escalations or complex problems in a timely manner

Key Requirement & Qualifications:

Engineering or Science background (Degree in Software or Chemistry highly desirable)

1-2 years of Mass Spectrometer experience (highly desirable);

1-2 years of working with LC devices and peripherals (highly desirable)

7+ years of experience in a technical support role

High level of comfort with software systems and advanced instrumentation.

Proven customer relationship skills.

Customer oriented – understands customer expectations and needs.

Be proactive, be able to prioritize critical tasks and multitask.

Strong analytical skills, quick learner, and troubleshooter.

Builds collaborative work relationships with different teams (including R&D, Tech Support, Field Service, Marketing and Quality.)

Good communication skills, both verbal and written

Corporate Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world-class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental, and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.

At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need hardworking people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and bring value for customers and shareholders. Come join our winning team.

Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.

Equal Opportunity Employer

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