Liquid Chromatography SME - Support and Training (HYBRID Shelton, CT)

PerkinElmer•Shelton, CT

1d•$90,000 - $120,000•Hybrid

About The Position

The Sr. Technical Support Specialist provides technical support to field engineers and the inside service team who are diagnosing, troubleshooting, and repairing complex electro/mechanical scientific equipment, computer systems, and/or complex software. This role responds to situations where inside technical product support has failed to isolate or fix problems in malfunctioning equipment or software. In addition, this role develops and delivers technical training as well as being responsible for supporting new product introductions from the Liquid Chromatography product line.

Requirements

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
Experience with Liquid Chromatography products and methodologies expertise is a must.
Experience with Chromatography Data Systems for instrument control and data analysis.
Ability to work a hybrid schedule in Shelton, CT including periods of full time onsite as required to conduct training courses.

Nice To Haves

Relevant experience in the analytical instruments & consumables industry
Relevant experience in laboratory, technical support or field service operations
Direct experience with PerkinElmer instrumentation and software preferred
Customer/Service support for Enterprise software systems and computer workstation chromatography software.
Experience working within a cross-functional organization is strongly desired.

Responsibilities

Provide 3rd level Technical Support and problem resolution to field service and inside service representatives as requested or required.
Monitor and respond to field service Alert system.
Be responsible for the completion and escalation of open issues.
Take an active role in bi-weekly Alert Calls and twice-monthly Customer Satisfaction Problem Resolution Meetings.
Collaborate with R&D, vendors and other partners to troubleshoot and evaluate product problems, drive root-cause analysis and implement product and/or process improvement.
Own the development and maintenance of technical documentation for the in-house technical knowledgebase. Including: Installation and Qualification documents, Preventive Maintenance checklists, Service Parts Lists, Service Data Bulletins, etc.
Develop and maintain service training course content of assigned product line/technology.
Conduct technical training courses for service engineers, inside service and/or customers in the use, maintenance and troubleshooting of assigned product line/technology.
Maintain instrumentation and laboratory space used for conducting service training
Support new product development efforts by providing DFX input and evaluation of design-for-service.
Creating service documentation, defining and forecasting service parts, developing installation protocols.
Develop new service training courses to support new product introductions.
Participating in launch support teams to monitor initial installations and ensure successful product launches