PerkinElmer · 9 hours ago
Principal Technical Support Specialist
United States
Full-time
Remote
Senior Level, Lead/Staff
$88K/yr - $120K/yr
5+ years expPerkinElmer is an experienced leader in scientific solutions, dedicated to innovating for a healthier world. The Principal Technical Support Specialist will provide remote diagnosis and support for PerkinElmer products, assist field engineers, and maintain documentation of service functions.
HardwareHealth Care
Responsibilities
Receives and responds to calls and e-mails from users reporting service issues and/or requesting assistance with PerkinElmer products
Provide remote diagnosis of the issue and walk customer through the problem resolution and explains system procedures. Drive towards successful remote resolution of all possible supportable calls and maximum field savings impact. If resolution cannot be achieved the specialist will prescribe a plan of action including required parts and escalate to field service delivery team or any other PerkinElmer department required by the customer issue
Receives and responds to calls and e-mails from field engineers who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, and/or complex software and need urgent assistance. Continue driving towards both first time resolution and assisting customer in a timely manner alongside the field engineer
Contribute to sale of billable services and new service agreements to customers without active agreements with PerkinElmer. Provide remote diagnosis of billable service issues and provide quotations to the customer for services required for first time resolution of the issue while reminding customer of PerkinElmer contract offerings. Other leads for training, consumables, or other PerkinElmer offerings should be escalated to correct PerkinElmer personnel
Maintain up to date electronic records of all service and support functions of the job. Follow proper documentation procedures in place. Debrief customer support tickets both timely and thoroughly. Analyze system data and customer history to proactively identify emerging and/or systemic customer issues and/or problems. Follow the defined process to escalate leading indicators to the proper level of supervision
Participate in company offered training courses and development opportunities to enhance technical skills and soft skills
May be asked to contribute to various TAC documentation projects including but not limited to ServiceMax SOP’s and training documents
May be asked at times to assist the inside service and product support teams. This will be limited to reviewing of documentation, such as Service Data Bulletins or NPI deliverables, from the service delivery organization’s perspective and providing remote service support
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 in Biology, Chemistry, Electronics, or related discipline
5 years experience in a support, service, or an analytical laboratory environment performing duties of a product end user or service technician in the above-mentioned major discipline is required
Sound technical knowledge in all product lines supported, including applications knowledge, and being well versed in all software platforms of associated supported equipment
Ability to follow written and verbal directions, read and understand technical bulletins and service manuals, work under time constraints, maintain alertness and concentration, work safely with potential electrical, chemical, radiologic, and biologic hazards using universal precautions
Ability to operate personal computer to enter data and generate reports, and communicate clearly and effectively with customers, peers, managers, and other technical support professionals are critical to successful performance in this role
Preferred
Experience with PerkinElmer instrumentation is desired
Certification of company training on equipment in minimum of one (1) major discipline (dependent upon Business Unit needs this may require two (2) or three (3) major disciplines)
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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