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Technical Support Specialist - Nexcelom

Boston, Massachusetts | Remote

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Responsibilities

Location Boston, MassachusettsUS Job ID JR-032386

Imagine a world where you could detect health issues sooner to treat them more effectively. Where food and water are always safe, even in remote corners of the earth. And where scientific and medical research are enhanced to solve the greatest challenges of our times. At PerkinElmer, we imagine this world every day. Then, we innovate and collaborate to make it happen everywhere.

Our dedicated team of about 14,000 employees worldwide, pioneers scientific technologies for better detection, imaging, and informatics to help our customers work to create healthier families, improve the quality of life, and sustain the well-being and longevity of people globally.

If you are seeking a meaningful, impactful, and stimulating career, look no further.

PURPOSE AND SCOPE:

Provides technical support and customer service for customers and international distributors. Supports marketing and sales activities. 

Responsibilities:

  •  Manage inventory of demo unit pool
  •   Maintain database
  •  Manage instrument evaluation program
  •   Inventory management
  •  Scheduling of evaluation units to go out
  •   Incoming inspection of demo units
  •  Conduct remote installation
  •  Reporting of program data
  •  Keep documentation and supplies updated and stocked
  •  Perform inspection of the instrument prior to shipping out
  •   Conduct incoming inspection for all inbound instruments
  • Update CRM system with all case activities
  •  Work with the service team to ensure instruments are serviced within the promised time
  •  Monthly survey for completed support tickets
  •  Answer incoming customer service/support calls 
  •  Trouble-shooting customer-reported issues via phone, email, WebEx, GoToMeeting, etc.
  •  Manage and maintain customer support databases
  •  Collaborate with internal team to resolve cases

Basic Qualifications:

  • 1-3 years of experience in technical support or customer-focused role.
  • BS in Biology, Biochemistry, Molecular Biology, Cell Biology, Immunology or related fields (A Must)
  • Scientific background or biotech industry experience a must.

Skills:

  • Strong interpersonal and customer service skills
  • The ability to problem solve is a must.
  • Candidates must have strong communication skills with the ability to work in a multidisciplinary Computer software experience for analysis of image and data and interpreting experimental results is preferred.
  • Availability to travel up to 25%. 
  • Strong analytical and troubleshooting skills

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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.

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"PerkinElmer is committed to making the world a better place, from helping improve the environment to the health of people around the world. It is a company with strong values."

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