Principal Technical Support Specialist

PerkinElmer

3d•Remote

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 TitlePrincipal Technical Support Specialist Location(s) US Remote - CT Job Description Job 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. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time. Critical Skills: 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. Basic Qualifications: 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. Preferred Qualifications: 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). Working Environment: Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory. Job pace may be fast and job completion demands may be high. Must be able to remain in a stationary position more than 25% of the time The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function. Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds). Specific vision abilities required by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position. Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer. Employee may be required to handle hazardous waste according to local, state, and federal regulations. Duties may include identifying, handling, generating, accumulating, storing and labeling hazardous waste. Potential risk to lab-based hazards including but not limited to extreme temperature, biological materials, and hazardous chemicals. May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against hazards present in the laboratory environment. The annual compensation range for this full-time position is $87,880.00 to $120,000.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training. PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce. Are you ready to help improve the lives of millions of people and create a healthier world? When you work at PerkinElmer, that’s exactly what you’ll do. From our dedicated scientists and world-class operations employees to our innovative R&D professionals and committed sales and service groups, we’re a unique team of 5,000+ global colleagues who come to work every day knowing we’re making a difference. Through innovation, collaboration, and believing in our mission, we strive to create an inspiring and inclusive culture for our employees, so that they can be their best and, together, create a better tomorrow. Join us today.

Requirements

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.
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.

Nice To Haves

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).

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.