PerkinElmer · 2 days ago
Sr. Technical Support Specialist
Shelton, CT
Full-time
Hybrid
Mid, Senior Level
$82K/yr - $100K/yr
4+ years expPerkinElmer is a company that specializes in analytical instruments and consumables. They are seeking a Senior Technical Support Specialist to provide high-level technical support, coordinate training, and ensure customer satisfaction while minimizing costs associated with service and installation.
HardwareHealth Care
Responsibilities
Provide 3rd level Technical Support and problem resolution (Primary Role) to field service and inside service representatives as requested or required
Accelerate conclusion of non-routine field service problems to meet or exceed warranty and installation cost provisions while maximizing customer satisfaction metrics
Monitor and respond to field service Alert system. Update alert database with information, request field update status, close alerts that are complete or negligent. Escalate challenging problems to upper management
Minimize warranty and installation costs and instrument replacements by working closely with Service and Customer Satisfaction Business Units
Take an active role in bi-weekly Alert Calls and twice-monthly Customer Satisfaction Problem Resolution Meetings
Work closely with vendors and other partners to troubleshoot and evaluate product problems, drive root-cause analysis and implement product and/or process improvement
Coordinate field retrofit programs with worldwide Service organizations
Develop course content and conduct technical training courses for service engineers, inside service and/or customers in the use of assigned product line/technology
Play an active role in the development, maintenance and implementation of technical documentation, user information services and in-house technical knowledgebase systems to improve the efficiency of less-senior specialists and field service resources
Maintain updated service documentation and regularly distribute service update communications to field service organization
Create Service Data Bulletins (SDBs) describing field repairs to improve the efficiency of field service resources
Support new product development efforts by providing critical input and evaluation of design-for-service, creating service documentation, defining and forecasting service parts, developing installation protocols, training field service specialists and participating in launch teams to monitor initial installations and assure successful product launches
Issue and maintain product line part numbers and develop IQ/OQ-based service products
Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment
Qualification
Required
Bachelor's degree or equivalent experience in chemistry, biochemistry, biotechnology, or similar scientific field
A minimum of 4 to 6 years' experience in a support, service, or an analytical laboratory environment performing duties similar to product end users, or this position
Ability to travel to Shelton, CT to conduct training courses
Preferred
Relevant experience in the analytical instruments & consumables industry
Relevant experience in laboratory or field service operations
Experience with PerkinElmer Inductively Coupled Optical Emission and Mass Spectrometers is preferred
Experience implementing projects within a cross functional organization strongly desired
Six Sigma training and experience preferred
Travel Requirements: Minimal travel required
Company
PerkinElmer
PerkinElmer focused on improving the health and safety of people and the environment.
5001-10000 employees
H1B Sponsorship
PerkinElmer has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (5)
2023 (3)
2022 (3)
2021 (2)
2020 (4)
Funding
Current Stage
Public CompanyTotal Funding
unknown2022-08-01Acquired
1978-01-13IPO
Leadership Team
Frank A. Wilson
SVP & CFO
Joel S. Goldberg
SVP & General Counsel & Secretary
Recent News
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