Liquid Chromatography - Mass Spectrometry SME - Support and Training (HYBRID Shelton, CT)
About The Position
The Senior Technical Support Specialist provides advanced technical support to field engineers and inside service teams diagnosing, troubleshooting, and repairing complex electro/mechanical scientific equipment, computer systems, and software. The role handles cases that frontline technical assistance or field service has been unable to resolve, and supports LC and LCMS product lines through technical training and new product introductions. The position provides third-level technical support and problem resolution, monitors and escalates open service issues, collaborates with R&D and other partners on troubleshooting and root-cause analysis, and maintains technical service documentation. It also develops and delivers service training, maintains the instrumentation and laboratory space used for training, and contributes to new product development and launch support. The role follows a hybrid schedule in Shelton, Connecticut, with periods of full-time onsite work as required to conduct training courses. Minimal travel is required.
Requirements
- Bachelor's degree or equivalent experience in chemistry, biochemistry, biotechnology, or a similar scientific field.
- Four to six years of experience in a support, service, or analytical laboratory environment performing duties similar to those of product end users or this position.
- Experience with liquid chromatography and mass spectrometry products and methodologies.
- Experience with chromatography data systems for instrument control and data analysis.
- Ability to work a hybrid schedule in Shelton, Connecticut, including periods of full-time onsite work to conduct training courses.
Nice To Haves
- Relevant experience in the analytical instruments and consumables industry.
- Relevant experience in manufacturing, laboratory, technical support, or field service operations.
- Direct experience with PerkinElmer instrumentation, including QSight LCMS, and software, including SimplicityQQQ.
- Customer or service support experience for enterprise software systems and computer workstation chromatography software.
- Experience working within a cross-functional organization.
Responsibilities
- Provide third-level technical support and problem resolution to field service and inside service representatives.
- Monitor and respond to the field service alert system; complete and escalate open issues.
- Participate in regular escalation and alert review calls.
- Collaborate with R&D, vendors, and other partners to troubleshoot and evaluate product problems, drive root-cause analysis, and implement product or process improvements.
- Develop and maintain technical documentation for the in-house technical knowledgebase, including installation and qualification documents, preventive maintenance checklists, service parts lists, and service data bulletins.
- Develop and maintain service training course content for assigned product lines or technologies.
- Conduct technical training for service engineers, inside service teams, and/or customers on the use, maintenance, and troubleshooting of assigned product lines or technologies.
- Maintain instrumentation and laboratory space used for service training.
- Support new product development by providing design-for-excellence input and evaluating design for serviceability.
- Create service documentation, define and forecast service parts, and develop installation protocols for new products.
- Develop service training courses for new product introductions.
- Participate in launch support teams, monitor initial installations, and help ensure successful product launches.
- Maintain training and compliance in health and safety, security, environmental, and operational aspects of daily work.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
