Gas Chromatography(GC) Customer Education Specialist-Remote Opportunity
Hartford, Connecticut | Albany, New York | Annapolis, Maryland | Atlanta, Georgia | Augusta, Maine | Austin, Texas | Boston, Massachusetts | Columbia, South Carolina | Concord, New Hampshire | Dover, Delaware | Harrisburg, Pennsylvania
ResponsibilitiesLocation Hartford, ConnecticutUS Job ID JR-023233
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: Responsible for the design, development and delivery of the global customer and or service training required to espouse the PerkinElmer vision and mission. Ability to conduct training: on-site, virtual, online and blended modalities. Responsible for the creation, development and maintenance of internal and external customer training development and delivery materials on assigned Gas Chromatography (GC) product or technology area. Will conduct internal and external customer training on-site, at-site and web-based as appropriate. May also provide technical support to customers/end-user when running complex electro/mechanical equipment, computer systems, and/or complex software. Accountable for GC product line/technology customer education content, identification, creation, and training. Will be involved in customer installation and training. Provides support to customer/end-users where the problem is escalated to the Business Unit for support.
There is about 30% travel involved in this position. Some of that is to our Centers of Excellence in Illinois and Connecticut, but other times it could be to our customer locations.
- Design, Develop and Deliver PerkinElmer Customer/End-User Education and Training: Conducts technical training courses for PerkinElmer customers on the use of GC product /technology that they had purchased. Interacts with internal business and vendors to design and develop training course content. Ability to work with business units to ensure that course material reflects current product features and specifications. Strong ability to provide robust instruction to learners in classroom; on-site; laboratory sessions; virtual instructor led and web-based training. Update course content to ensure that it is the latest version and listening to VOC. Keep abreast with current developments in the learning and development technologies, adult learning principles and innovative way to teach remotely.
- Training development for New Product Introduction. Support new product development efforts by providing critical input and evaluation of customer needs and designing customer training documentation. Interacts with internal organizations to develop training course content. Works with engineering, the business elements, and manufacturing to ensure that course material reflects current product features and specifications. Maybe involved involved in customer installation and troubleshooting. Provide consultation on the GC products on NPI’s pertaining to the customers training needs. May technical support to field service and inside service representatives as requested or required. 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 customers.
- Bachelor's Degree in Science
- 5+ years of experience in Gas Chromatography with service and support in a laboratory environment
- Ability to troubleshoot, develop training manuals/ instrument manual during new product innovations.
- Ability to grasp new technology quickly and dynamically
- Six Sigma training and experience preferred.
Critical Success Factors
Customer Focus. Demonstrated ability to effectively work with clients, customers, and internal partners to accurately assess needs, provide information or assistance, resolve problems, or satisfy requirements; demonstrated knowledge of and interest in PerkinElmer business, products and customers and commitment to providing exceptional service and support to customers. Excellent communicator. Seeks to understand situation or obtain information by asking questions, paraphrasing to ensure understanding, and responding in appropriate helpful ways. Effectively strives to maintain situational control and convert customer frustration into customer satisfaction.
Teamwork. Consistently contributes to creating and maintaining an environment of cooperation, pride, and trust and group identity; demonstrates and understanding of broad team goals and works effectively with others to achieve goals; contributes positively to an open exchange of ideas and an atmosphere of open communication and team spirit. Demonstrates ability to build and maintain positive and productive working relationships across a broad range of people and groups. Considers and responds appropriately to the needs, feelings and capabilities of different people in different situations; is tactful, compassionate and sensitive, and treats others with respect; relates well to people from varied backgrounds and different situations; is sensitive to cultural diversity, race, gender, disabilities, and other individual differences. Seeks the advice/counsel of supervisor or other managers as appropriate.
Product/System Knowledge. Demonstrated ability to grasp, recognize, and identify basic PerkinElmer instrumentation/reagents/consumables; ability to use a catalog, ability to use telephony technology; ability to utilize PerkinElmer software packages including SAP, Outlook, PE web sites, etc.; ability to understand and manage logistics.
PerkinElmer Leadership Values & Associated Behaviors
Vision and Purpose. Sees possibilities where others see only problems and acts to overcome them in a positive way. Performs in ways that demonstrate an understanding of and commitment to the vision and strategy of the company, business unit or team. Inspires and motivates others by modeling the vision and values of the organization and encouraging others through his or her example. Supports a common goal.
Ethics and Integrity. Applies common sense and good judgment in all business dealings even when it might be easier to “bend the rules”. Understands and obeys all laws and regulations as they pertain to our business and takes great care to protect organization from exposure to liability. Is widely trusted. Enhances reputation of the organization through the consistent application of the highest standards of business conduct. Lives by PerkinElmer values and sets an example for others.
Bias for Action. Demonstrates a sense of urgency in meeting the needs of customers or internal partners. Responds quickly and professionally to achieve important goals. Focuses on speed in getting things done without sacrificing quality. Sets priorities, seizes opportunities to meet and achieve goals. Displays high energy and energizes others. Displays edge in making people and portfolio decisions but does so with compassion and principles. Reduces cycle time and bureaucracy. Does not hold to outmoded ways of doing things. Looks for opportunities to improve processes. Eliminates waste and unnecessary work. Is a change agent for the organization and helps others effectively adapt to and respond to continuous change. Consistently adapts with positive outlook and understanding of the need to change.
Teamwork. Initiates and supports meaningful projects that are customer focused and value adding. Willingly participates in cross-functional projects and accepts accountability for his/her role on a project team. Demonstrates trust in team members, empowers them to solve problems and make decisions. Cooperates with other members, shares knowledge, and follows through on commitments. Demonstrates boundaryless behavior by sharing resources cross functionally and demonstrating willingness to break through established boundaries. Does not protect turf.
Innovation. Promotes or exhibits creativity and informed risk-taking. As a team leader, encourages “out of the box” thinking that leads to new ways to accomplish organizational goals. As an individual contributor, consistently initiates new approaches to meeting customer needs, reducing costs, increasing efficiency, and enhancing quality. Strives for technical and market leadership through a thorough understanding of market demands & customer needs and taking steps to enhance PerkinElmer’s value proposition. Establishes processes for continuous improvement. Consistently seeks opportunities to improve processes & quality and acts in the best interest of the customer and the company
Developing People. Emphasizes a “who first” approach to ensuring the right people are in the right roles to achieve department and organizational goals. Recruits and selects a diverse team of talented individuals. Not afraid to hire people more talented than him or herself. Makes right calls on selecting, assigning, and redeploying people consistent with the organization’s strategic initiatives. Consistently drives development of his/her team through effective use of LOR, by providing frequent and candid feedback and through consistent modeling of PerkinElmer leadership initiatives. Creates stretch assignments for people that develop their skills and contribute increased value to PerkinElmer’s leadership bench. Consistently provides feedback, recognition and rewards in ways that motivate and inspire others to achieve their true potential. Is a model of leadership for others to follow. Communicates consistently and effectively with peers, direct reports and internal partners in a way that strengthens alignment with and accomplishment of organizational goals.
Customer Commitment. Puts the customer first in all aspects of work. Understands who his/her customers are and focuses all work process toward the achievement of total customer satisfaction. Communicates commitments and meets or exceeds them every time. Demonstrates in both words and actions that meeting customer needs is a priority. Communicates this to others. Drives this value throughout the organization by developing others and being a champion for customer satisfaction.
Performance. Understands the goals of the organization and sets and achieves ambitious goals that are consistent with the goals of the organization. Establishes clear metrics for tracking results and measuring success. Measures right things & consistently achieves results.
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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