Global Service Support Leader (Shelton, CT)

PerkinElmer•Shelton, CT

1d•Onsite

About The Position

When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services. Job Description The Director of Global Tech Support will be responsible for leading and managing our global tech support team. This strategic leadership role is focused on driving excellence in technical service capabilities, training development and delivery, design for service as a part of new product introductions, depot repair maintenance and operations, and parts and instrument refurbishment programs. The ideal candidate will provide direction and oversight to a team of technical support leaders, while also working cross-functionally to maintain and enhance service quality standards. This role is critical to enhancing PerkinElmer’s reputation as a leader in delivering high-quality, reliable solutions to our customers across all segments. Location: This role can be located in Shelton, CT United States or High Wycombe, England. The selected candidate will need to commute to either assigned location full-time.

Requirements

Bachelor’s degree in Engineering, Business Administration, or a related field (Master’s degree is a plus).
At least 5+ years of experience in tech support management, with a proven track record of successfully leading a team of tech support specialists and/or field service engineers
Strong understanding of service delivery in a technical environment, preferably within the healthcare, life sciences, or related industries.
Demonstrated experience in managing global technical service operations, training programs, customer relations, and cross-functional collaboration.
Proven leadership abilities, with a focus on team development, motivation, and performance management.
Exceptional communication, problem-solving, and interpersonal skills.
Ability to develop and manage budgets, timelines, and operational goals.
Strong knowledge of service management software and tools.
Ability to travel as needed to meet operational demands

Nice To Haves

Strategic Vision: Ability to anticipate market trends and drive forward-thinking strategies to maintain PerkinElmer’s competitive edge in the field service sector.
Customer-First Mindset: Demonstrated passion for delivering outstanding customer service and exceeding customer expectations.
Data-Driven Decision Maker: Comfort in utilizing data and analytics to improve service operations, track performance, and make informed decisions.
Change Management: Experience in leading teams through organizational change, especially within the context of evolving service models or business needs.
Collaborative Leadership Style: Ability to collaborate cross-functionally with various departments, including sales, marketing, product development, and customer support, to enhance service outcomes and drive business growth.
Continuous Learning and Adaptability: A proactive attitude toward staying current with industry advancements, new technologies, and continuous improvement processes.

Responsibilities

Global Tech Support: In partnership with global training, schedule and deliver a world class service training program to support field-based engineers
Develop processes to triage, track, and drive issue resolution on technical support challenges raised by our field teams
Collaborate cross functionally to launch new products while representing the voice of the field service organization
Strengthen the design for service program as a part of new product introductions
Identifying and driving productivity tools to support efficiency of the tech support team and ultimately provide better and quicker service to the field service team
Foster a culture of continuous improvement and internal and external customer issue resolution
Engage global leadership and teams, as needed, to facilitate improvement initiatives
Oversee the management of the service depot team for the scheduling of service depot activities for instrument repairs, instrument refurbishment, parts refurbishment
Leadership & Team Management: Lead, mentor, and develop a team of field service leaders to meet performance objectives.
Foster a culture of continuous improvement, high performance, and customer-centricity within the field service team.
Oversee recruitment, training, and professional development to ensure technical and customer service excellence.
Compliance & Quality Assurance: Ensure compliance with all relevant industry regulations, safety standards, and company policies.
Maintain high standards of quality control for all service activities to ensure consistency and reliability
Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.