Technical Services Support Representative

Role Overview

• Provide 3rd level Technical Support and problem resolution (Primary Role) 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
• 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 Liquid Chromatography products and data handling systems is preferred.
• Experience implementing projects within a cross functional organization strongly desired.
• Six Sigma training and experience preferred.

Benefits

• PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer.