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Technical Support Specialist- Med-Tech

Mountain Lakes, New Jersey

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Location Mountain Lakes, New JerseyUS Job ID JR-022818

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.

Position Summary

This position will serve as a multifaceted Technical Support Specialist to provide professional support on all EUROIMMUN instrumentation and products. This position is also responsible for escalating cases as needed, to ensure quality service and customer satisfaction. This position is not remote and will be required to be on-site.

Excellent technical and communication skills are necessary to positively interact with customers and company personnel. Successful candidates will be self-starters, who can independently manage their time and schedules; will possess basic business acumen and effectively communicate skills at all levels.

Key Responsibilities:

  • Maintain a working knowledge of EUROIMMUN instrumentation, software, products and techniques.

  • Deliver phone and e-mail support to end-users.

  • Interact with customers to provide and process information in response to inquiries, concerns and requests about instrumentation and services.

  • Maintain positive, professional communications with customers and colleagues.

  • Gather customer’s information and troubleshoot the issue by evaluating and analyzing the symptoms.

  • Diagnose and resolve technical hardware and software issues within timely manner.

  • Determine the cause of error, classify the complaint and forward the relevant information to appropriate department for processing.

  • Dispatch service and prepare necessary documentation.

  • Accurately process and record call transactions using a computer and designated tracking software.

  • Perform data entry and follow up activities for completeness and timeliness.

  • Open communication with multiple departments when needed.

  • Stay current with system information, changes and updates.

  • Follow standard procedures, guidelines and policies.

Basic Qualification:

  • 1-2 years of experience in Technical Support Or Customer Care Or Client Services.

  • Experience in Medical Technology Or Medical devices.

Preferred Qualification:

  • A BS in Life Sciences, Biomedical engineering and/or technical discipline; or equivalent military training and experience, with emphasis in instrumentation, computers

  • Two or more years’ experience as a field service representative, Lab MT , or related field desired but not required

  • Technically proficient in running IVD assays with an understanding of the basis for these assays 

  • Well-organized, able to function independently with a minimum of supervision

  • Customer-oriented with strong interpersonal skills

  • Exhibits a high level of critical thinking abilities

  • Strong verbal and written communication skills

  • Enthusiastic demeanor and a can-do attitude

  • Strong computer skills (MS Word, Excel, Outlook etc.

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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 has empowered and provided me the opportunity to learn and grow with the company. Every success is celebrated at PerkinElmer. I contribute every success to my supportive mentors and my team, the best that I have got in my entire corporate years. The sense of belongingness and respect for each other gave me a deeper meaning of what a family truly means. At PerkinElmer, I have found my family.”

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