Senior Technical Support Specialist

Job not on LinkedIn

November 20

🦌 Connecticut – Remote

Although this job is listed in Connecticut, this company may be open to hiring remote in other states.

💵 $81.6k - $100k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

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PerkinElmer

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Science • Pharmaceuticals • Healthcare Insurance

PerkinElmer is a global leader in providing analytical and testing solutions for a wide range of industries, including pharmaceuticals, food safety, environmental analysis, and industrial testing. The company offers advanced equipment and consumables, including mass spectrometers, chromatography instruments, and spectroscopy systems. With over 85 years of experience, PerkinElmer is committed to innovation and dedicated to partnering with laboratories worldwide to enhance scientific discovery and ensure product quality and safety. Their services support industries like healthcare, food and beverage, environmental testing, and industrial applications, helping clients meet compliance and quality standards.

5001 - 10000 employees

Founded 1938

🔬 Science

💊 Pharmaceuticals

⚕️ Healthcare Insurance

📋 Description

• Provide 3rd level Technical Support and problem resolution to field service and inside service representatives as requested or required. • Accelerate conclusion of non-routine field service problems to meet or exceed warranty and installation cost provisions while maximizing customer satisfaction metrics. • Monitor and respond to field service Alert system. • Update alert database with information. • Request field update status. • Close alerts that are complete or negligent. • Escalate challenging problems to upper management. • Minimize warranty and installation costs and instrument replacements by working closely with Service and Customer Satisfaction Business Units. • Take an active role in bi-weekly Alert Calls and twice-monthly Customer Satisfaction Problem Resolution Meetings. • Work closely with vendors and other partners to troubleshoot and evaluate product problems, drive root-cause analysis and implement product and/or process improvement. • Coordinate field retrofit programs with worldwide Service organizations. • Develop course content and conduct technical training courses for service engineers, inside service and/or customers in the use of assigned product line/technology. • Play an active role in the development, maintenance and implementation of technical documentation, user information services and in-house technical knowledgebase systems to improve the efficiency of less-senior specialists and field service resources. • Maintain updated service documentation and regularly distribute service update communications to field service organization. • Create Service Data Bulletins (SDBs) describing field repairs to improve the efficiency of field service resources. • Support new product development efforts by providing critical input and evaluation of design-for-service, creating service documentation, defining and forecasting service parts, developing installation protocols, training field service specialists and participating in launch teams to monitor initial installations and assure successful product launches. • Issue and maintain product line part numbers and develop IQ/OQ-based service products. • Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.

🎯 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 • Ability to travel to Shelton, CT to conduct training courses. • Relevant experience in the analytical instruments & consumables industry • Relevant experience in laboratory or field service operations • Experience with PerkinElmer Inductively Coupled Optical Emission and Mass Spectrometers is preferred. • Experience implementing projects within a cross functional organization strongly desired. • Six Sigma training and experience preferred.