Careers
Aurora Scientific supports the scientific community in its goal of research and discovery by providing instrumentation of the highest quality design, construction and functionality. Our commitment to quality products, to understanding our clients’ experimental needs, to superior support and service and to a corporate sense of responsibility and integrity, have earned us the trust and support of researchers around the world.
We are honoured to be a part of the cycle of discovery that has the potential to improve health and change lives.
Open Employment
Life Science Field Support Specialist
Test Technician
Life Science Field Support Specialist
Position Summary
The Life Science Field Service Specialist is responsible for providing technical support and expertise to our customers. This includes on-site installation of our instruments at customer labs, troubleshooting equipment issues, assisting with servicing instrumentation remotely and in person, and ensuring optimal performance and functionality for our Life Science products. Collaborating closely with our sales and engineering teams, this role will help to identify customer needs, provide training, and deliver exceptional customer service. This is an exciting opportunity to contribute directly to scientific advancement by ensuring our customers have reliable, cutting-edge tools for their research.
An ideal candidate will have the capacity to travel to the Aurora, Ontario office and train. This role requires up to 100% travel with flexibility to work hours outside of normal business hours. This individual will complete installations, technical support and troubleshooting for a variety of products both virtually and within research laboratories and related spaces. Experience in research laboratories is preferred.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
Remote Field Service
- Provide technical assistance to Life Science customers across a range of products
- Perform remote support appointments via online tools to help solve software/system issues
- Initiate contact and follow-up with customers to resolve problems and answer questions
- Communicate and collaborate with engineering team on product updates/changes/prospective new products
- Escalate and advise on customer requests for replacement or new equipment to sales Team
- Prepare, process, review and monitor various documents
- Provides reports, advisory support and assistance to the department supervisor as needed.
On-Site Field Service
- Installs new equipment at customers facilities
- Performs on-site training on basics of how to use equipment
- On-site troubleshooting and repair of instruments
- Attends trade shows, support existing clients, network, and learn
- Attends seminars, sales meetings or educational activities to stay up-to-date on the latest developments, trends, regulations in the marketplace
- Performs other work-related duties as assigned
Customer Relationship Management
- Act as a point of escalation for clients ensuring best in class service is constantly being delivered
- Work positively with support functions to fully define the processes/procedures/controls relevant to team activities
- Provide support and input to continuous improvement activities within the team
- Liaise and communicate effectively with customers and other departments
- Share ideas to improve operations by recommending, and implementing continuous process and procedure improvements to optimize results while adhering to quality standards, Company policies, and Customer requirements
Position Key Performance Indicators
- Customer satisfaction and/or Net Promotor score
- Paid installation revenue
Qualifications (Knowledge, Skills, and Attributes)
Education/Licenses/Certification
- Four (4) year Technical Degree – BME/Electrical/Mechanical Engineering Preferred
- Must maintain a valid driver’s license and the ability to meet company insurance requirements
- Must maintain a valid international passport
Preferred Experience & Skills
- Strong computer skills
- Troubleshooting mindset to help identify the root cause quickly
- Knowledge of basic electronics
- Experience working in a research lab environment
- Experience working in a teaching, consulting or customer support role
- Excellent verbal and written communication skills – primarily customer-facing email & phone correspondence
- Hands-on mechanical aptitude for installation and repairing instruments
- Ability to effectively establish rapport, present information and respond to questions from managers, clients, customers and the public
- Strong attention to details
- Excellent problem-solving skills
- Ability to manage a wide variety of activities at the same time
- Ability to work cross functionally and collaboratively with many stakeholders
- Good understanding of customer requirements and the impact of failure/cost of poor quality
- Ability to solve practical problems and deal with a variety of concrete variables
- Ability to interpret a variety of instructions furnished in written, oral or schedule form
- Technical skill to use a variety of software packages and provide customer support
Desired Attributes
- Dependable: our team, and clients, can count on your knowledge and understanding. Comfortable accepting accountability for your performance
- Self-motivated: you see every new task as an opportunity to learn and grow, you work well independently and are a self-starter. Strong work ethic; acts with integrity; Energized by challenges; decisive; outgoing and positive
- Strong communication: Excellent communication skills, as well as experience managing a wide range of relationships with people at all levels within an organization, including global leaders. Can adapt your communication style to your audience, and know how to ask questions and receive feedback
- Organized: Strong organizational skills with the ability to prioritize, coordinate and manage multiple tasks/projects simultaneously. Attention to detail and superior ability to organize systems, tools, and timelines
- Positive: you bring energy into the room by being courteous, helpful and by providing excellent support to our clients and team. Entrepreneurial attitude and strong work ethic with the drive to push forward deliverables and engage stakeholders as needed
Test Technician
Position Summary
This is a full-time position based in Aurora, ON and is 100% on site. Days and hours of work are generally Monday through Friday, 8:30 a.m. to 5:30 p.m. but is flexible based on need. Evening, night, and/or weekend work may be scheduled as needed.
The Test Technician is primarily responsible for testing and calibrating all new instruments to ensure they meet the required specifications and are of the highest quality. This position is also responsible for evaluating, troubleshooting and repairing products returned for service, by applying sound mechanical and electronics principles to diagnose and repair the instruments. They will also be adept at mechanical assembly/disassembly of electronic, electro-mechanical and mechanical products. They will also be responsible for inspecting parts received from vendors for conformity, as needed. They will focus foremost on quality and timeliness. This position reports directly to the Operations Manager and will work under the direction of the Operations Team Lead.
Essential Duties and Responsibilities
Test and Calibration
- Test and calibrate electronics instruments using various tools (i.e., multimeters, scopes, power supplies, virtual benches, etc.)
- Troubleshoot and repair instruments, ensuring they are fully functional and meet our approved specifications
- Perform all required safety tests and record the results for every instrument
- Image and set up PCs for both Linux and Windows operating systems
- Maintain a clean and safe work environment
- Diligently record test and calibration data as required by the procedure
- Liaise with the sales and R&D departments to assist with technical tasks as required
- Rework products as required to meet approved specifications
- Request ECOs as required
RMA Repairs
- Facilitate the RMA repair process. Investigate suspected product failures and resolve issues in a timely manner
- Evaluate returned instruments and provide estimates of time and material required to the Sales department
- Perform repair services according to instructions provided, completing repair documentation and calibration
- Provide feedback regarding repetitive failures and faults to the Operations Manager, contributing to future redesign and improvement of products
- Fix issues within limited scope (under 15 minutes of repair time and under $25 in parts) of a returned customer unit to confirm issue diagnosis
Quality Control
- Perform QC inspection on sub-assemblies and products built by Assembly Technicians
- Ensure that all sub-assemblies are built to proper specifications
- Ensure that power supplies are wired properly and safely
- Ensure fasteners are done up and all cabling is properly dressed and routed
- Record noncompliance through production problems report
- Inspect incoming parts for mechanical and/or electrical compliance as required
- Report production problems and return to assembly for re-work
- Create an NCR to report issues with parts coming from vendors
General Duties
- Perform any general duties as assigned by the Operations Manager
- Maintain a safe working environment by following safety procedures regarding materials handling, use of safety equipment and proper storage of identified items/substances and by promptly addressing any unsafe conditions
- Report safety violations (i.e. non-compliance to safety procedures, improper materials handling) to coworkers, management and/or the Safety Officer and report safety requirements (i.e. additional safety equipment or training) to management
Qualifications (Knowledge, Skills, and Attributes)
Education/Licenses/Certification
- Electronics Technician or Technologist diploma
Preferred Experience
- 3+ years of electronics test and calibration experience
- 3+ years of electronics diagnostics and repair experience
- Experience reading and interpreting electronic schematics
- Experience with soldering both through hole and Surface mount electronic components including fine pitch components
- Experience with mechanical assembly and basic hand tools would be an asset
Desired Attributes
- Dependable: our team, and clients, can count on your knowledge and understanding. Comfortable accepting accountability for your performance
- Self-motivated: you see every new task as an opportunity to learn and grow, you work well independently and are a self-starter. Strong work ethic; acts with integrity; Energized by challenges; decisive; outgoing and positive
- Strong communication: Excellent communication skills, as well as experience managing a wide range of relationships with people at all levels within an organization, including global leaders. Can adapt your communication style to your audience, and know how to ask questions and receive feedback
- Organized: Strong organizational skills with the ability to prioritize, coordinate and manage multiple tasks/projects simultaneously. Attention to detail and superior ability to organize systems, tools, and timelines
- Positive: you bring energy into the room by being courteous, helpful and by providing excellent support to our clients and team. Entrepreneurial attitude and strong work ethic with the drive to push forward deliverables and engage stakeholders as needed